CRM Solution Research Articles

A Model for Clustering and Predicting Customer Behavior in a Structured Data Set

The main goal of the work is to study the process of leads coring. In this paper, two ways of lead generation are explained – manual and using predictive models. This condones, per investigation, is the most efficient way to score a lead.The analytical review starts with an overview of existing lead scoring methods, describing each and comparing the pros and cons. There is an analytical comparison of the products that already exist on the market, such as HubSpot, Infer, PipeCandy and Maroon.ai. As a conclusion from this comparison, the effect of this study has a benefit in that it is a low-weight plugin with a significantly lower price than the market median. To provide a list of methods and algorithms used and describe why each was selected for a specific goal. Four aggregations were made to choose the best-fitting model, resulting in the LightGBM selection. There is a comprehensive description of the LighGBM features and math background, along with an explanation of GOSS. Also, after the model was selected, the set data manipulations were done, such as aggregation, class weight balance, tuning and exhaustive analysis, and correction of disbalance. In part to the results, there is an extensive analysis of the model performance after studying the data set and usage in a real-case CRM – Salesforce. As results showed – the created plugin can be easily integrated into any CRM solution using the native marketplaces or package-delivery systems.

PRIJEDLOG MODELA/OKVIRA ZA OPTIMIZACIJU UPRAVLJANJA ODNOSA SA KORISNICIMA VISOKOŠKOLSKIH USTANOVA

In the present-day environment pertaining to digitalisation, increasing competition on the market and changes in industries, the CRM as a system is an essential tool for success. The issue of CRM system application in higher education institutions is insufficiently researched, especially in the parts that should indicate a clear connection between participants in higher education and CRM in higher education institutions, and factors that decision makers should pay attention to when making decisions about CRM implementation. Therefore, the aim of the paper is to research the functionality, application and advantages of CRM in the higher education sector, and to determine the features that will facilitate effective decision-making on the implementation of CRM. As a result of the research, a proposal for a conceptual model/framework of CRM was presented. The proposal is presented for the purpose of making appropriate decisions for higher education institutions when it comes to developing their own or purchasing a ready-made CRM solution. From the scientific aspect, the paper contributes to the existing literature by providing decision makers with an insight into the structure of the CRM system, its elements, connections and functionalities, as well as a description of the model with the information they need to pay attention to when making decisions.

Bank Management System Using Salesforce

Abstract: Salesforce is a very hot cloud computing technology in the IT industry, which is available on the cloud, with no need to install any software as well as no hardware required. Salesforce is one on-demand CRM, which runs on the platform, as well as CRM, which is a model used to manage organization interactions like phone calls, Emails, Meetings, and Social media with customers and also prospects penetrating to Sales, Marketing, and Support. In this paper, we are discussing Introduction to Cloud Computing, Service models in Cloud Computing, Types of Cloud Computing Architecture of Cloud Computing. This paper aims to show mainly the importance of Salesforce.com which is a software giant that manages to give the buyer an easyto-use as well as extremely effective CRM solution. Keywords: Cloud Computing; CRM;

Implementation of the Contact Management System of Graduates of the Faculty of Informatics

This article considers the solution to the problem of collecting and managing contacts of the Faculty of Informatics of NaUKMA. The problem statements were as follows: consider the architecture of the selected system and features of its implementation, deploy the system, and implement additional functionality, integrate with the external service of the alumni portal. Based on the above problem, the purpose of this work was set to the creation of a contact management system of the Faculty of Informatics. In particular, it was decided to use an available open-source CRM solution as a basis. This method allows us to quickly get a tool with the main functionality built-in for further development and implementation of customization. The paper cover information about the ways to deploy an Odoo server, the procedure for creating its own module for customization and changes, and also gives an example of using the External API for the external integrations. As a result, this application has been integrated with the alumni service.At the Faculty of Informatics of NaUKMA there was a problem of lack of a set of standardized contact details of graduates. Based on the above problem, the purpose of this work was to create a contact management system of the Faculty of Informatics. In particular, the ready-made CRM solution with open source – Odoo was taken as a basis.The problem statement is as follows: consider the architecture of the selected system and features of its implementation; deploy the system and implement additional functionality; integration with the external service of the alumni portal.The following items represent the initial general system requirements: simplicity and speed in deployment; free solution; open source solutions for customization; the possibility of integration with third-party services.The source of contacts is social networks and contacts provided by various departments of the university: the dean’s office, the department for work with graduates, etc.Among the main functional requirements for working with contacts are: creating and deleting a contact, import and export of contacts, the ability to archive, the ability to merge in the case of duplicates, editing.Manuscript received 10.06.2020

An overview for customer relationship management: evaluation for the service industry in terms of business strategy

Purpose- The purpose of this research is to define new cross-departmental processes for business which assign them to apply the four steps in the CRM cycle: plan, relation, process, leverage and then plan a new structure. From this point, this research includes the topic which has been preceded for a CRM solution. This study also involves a research management steps due to business application in service industry. In addition, the research comprises requirement analysis which depends on the business objectives-requirements for the service sector. Methodology- During the research, the business and software development processes of the study were applied. After the business research development, architecture of requirements of software and UML (Unified Modeling Language) Structure of the service industry, big data were prepared and warehoused-stored for the next research and development for this area. Findings- Finding methods and components of use cases and foundation of UML structures are fundamentals of the study during the research. This study classifies one of the hundreds of use cases as an instance and UML diagrams that define the work-flow of a specific point of business for the service industry. Conclusion- Customers in Retail Industry were developed more price sensitive, less brand loyal and more sophisticated. To provide guest loyalty, retailers in business tried to improve CRM strategies which purposes to seek, collect, store and separate guest information throughout the entire organization for creating personalized, unique visitors’ experiences. Software solutions and new technologies could facilitate the new ways of working required by a CRM invention would not, in itself, deliver increased customer satisfaction.

Using Flexibility in Designing CRM Solution

The role of flexibility is eminent in designing a CRM solution. But the challenge is how to embed it. We must know where exactly to apply it. The purpose of this research therefore exactly is to identify the linkages between flexibility and CRM solution design and suggest how and where the flexibility can be embedded in this design. It explores the concept of flexible systems management and the CRM system as ‘independent’ and ‘interrelated’ set of activities based on systems-thinking concept. The research identifies two sets of flexibility affecting the CRM design—one, the flexibility of CRM process (and modules within) and two, the flexibility of CRM design and its users. The research also outlines what CRM features are critical for applying flexibility. We used Delphi method to prepare a ranking of such critical features for a successful CRM design. Based on this, we created a hypothetical used case for building and mapping flexibility to each CRM feature (from the six identified) plotted between flexibility and rigidity quadrant. Features ‘high on flexibility’ are recommended to ‘stretch further’, and those skewed towards rigidity are advised to ‘control or divest’. This study will be beneficial to practitioners looking forward to implementing CRM or those already underway. It should help these practising professionals in thinking ways to build flexibility, do scoping for their CRM project like which variables (read functionalities) to focus and assess how to leverage flexibility to meet productivity goals and business requirements of the present and the future.

Investigation and measurement of effective factors of information technology solutions on customer relationship management with fuzzy logic approach

Today, many managers tend to be a profitable investment on information technology to improve relationship with their customers. The literature review reveals that a large number of social and managerial parameters proposed but an integrated model missed that directly focus on effective factors of IT in improving communication with customers. In this study, those factors extracted from literature and known factors investigated and analysed according to developed model. At the first level of the model placed four criteria and at the second level placed 13 criteria. Then, by using fuzzy analytical hierarchy process (FAHP) technique, IT effective factors on CRM ranked and analysed. The developed model and management solutions provide guidelines about which improvements in IT aspects should be noted in development of their CRM. Finally, the proposed model examined through an illustrative case study from CRM solution in the banking industry.

FI-spectrophotometric determination of uranium after preconcentration on an anion exchange resin

An economical, fast, sensitive and selective method for the determination of uranium (VI) from sulfate media based on the flow injection on-line preconcentration in a minicolumn having amberlite IRA-402 (strong anion exchange) resin is described. Uranium (VI) was selectively adsorbed on the resin as uranyl trisulfate complex from aqueous solution of pH 2 in the minicolumn (2.56 mm i.d. and 7.5 cm in length) at a flow rate of 10 ml min−1. The adsorbed uranyl trisulfate complex was eluted by HClO4 (0.1 mol l−1, 6.5 ml min−1) and mixed with arsenazo-III (0.05 %, 6.5 ml min−1), and passed through the flow through cell of spectrophotometer where its absorbance was measured at 653 nm. Various parameters affecting adsorption and elution of the uranium complex were optimized. For data analyses peak absorbance was used. For 60 and 180 s preconcentration time, enrichment factors (EF) 20 and 40, sampling frequency (SF) 45 and 18 h−1; and detection limits (DL) (3σ) 14.2 and 8.6 μg l−1 were obtained, respectively. To enhance the sensitivity of the system, two minicolumns (described above) were used for simultaneous preconcentration and elution purpose. For 60 and 180 s preconcentration time, EF 30 and 50, SF 42 and 17 h−1 and DL (3σ) 4.4 and 3.44 μg l−1 were obtained, respectively. The effect of various anions and cations was studied for single column manifold. High selectivity of this method was observed. All the anions and cations studied did not interfere up to 330 times higher mass ratio to 300 μg l−1 U (VI) except Th(IV) which was tolerated up to 133 times by the addition of washing step in the manifold. The method based on single column manifold was applied on the spiked tap water, biological sample CRM (IAEA-V4) and synthetic leach liquor solution and good recovery was obtained. The method based on dual column manifold was validated on lake sediment SL-1 (CRM) and the results obtained were in good agreement at 95 % confidence level with the given value.

Study of the wireless/wire integration CRM Gateway for the effective application of Event CRM for small and medium sized enterprises

The CRM System, which maximizes business profits by pursuing a continuous relationship with customers, is based on an analytical CRM that sets up a marketing strategy by analyzing customer information. However, thanks to the technological development of the Internet and mobile phones, customer contact is being carried out through a variety of channels. Yet currently, the needs of customers are not being addressed in a timely manner due to a weak system that cannot immediately deal with customer requests and because of which customer information is not administered in a systematic manner. Therefore, rather than focusing on off-line-focused analytical CRM, it is necessary to concentrate on real time CRM that reflects the aspects of the operative or collaborative CRM. This study also develops an Event CRM solution that can bring satisfaction to customers when they want it by systematizing the contact points of customers, which constitute various institutions and channels. The CRM model that this study presents is the support of Event CRM services for all business types against the backdrop of a wireless/wire environment, and the support of small and medium sized companies, which are burdened by information management costs, to meet the demand for CRM. In order to present the wireless/wire integration CRM Gateway Model, the study focuses on insurance CRM services. When a customer event arises through various channels such as the Internet, SFA or CTI, the event data are transferred through a standardized form. Based on these data, the campaign and service is then extracted and analyzed with the Event CRM Gateway Engine. A match is immediately made between the saved rules and the campaign and services that best fit the customer. Finally, the information is provided to the customer via a mobile phone or website.

A strategic customer relationship management system: a hybrid OLAP-neural approach

Competitiveness is a key word for business success. Manufacturers face the challenge of offering customers high quality products and shorter delivery times while remaining cost-effective. In order to stay ahead of competitors, many enterprises are implementing strategic CRM programs in order to respond quickly to customer demands. Thus, modern enterprises are tending to move from a traditional CRM to an approach integrating other enterprise operational systems. This enables enterprises to improve business intelligence, make better decisions and enhance customer relations. In this paper, the design of a Strategic Customer Relationship Management System (SCRMS) is described which collects, integrates and diagnoses various customer-related data from different operation systems in departments within an enterprise. The proposed system aims to establish a cost-effective strategic CRM solution for achieving total customer satisfaction. It integrates the data warehouse concept with two emerging technologies, Online Analytical Processing (OLAP) and Artificial Neural Networks (ANNs), to support in the customer relation strategy. The system was applied in Ka Shui Manufactory Company Limited to support their customer relationship planning. The result shows that significant improvements were made in customer service efficiency and cost reduction.

Customer relationship management and service delivery

Organisations are realising that customer-centric operations are no longer an optional differentiator, but are essential to sustainable, profitable growth. Customer relationship management, or CRM, is a framework for developing both the business processes and the supporting infrastructure to improve service delivery. CRM solutions focus on automating and improving business processes in front-office areas such as marketing, sales, customer service and support. CRM software and hardware is only part of the solution, as the people, processes, management and reward systems must be included to successfully implement a CRM solution. CRM aims to improve organisational effectiveness by establishing the following: a single, dynamic, clear understanding of the customer, from the company's perspective, across different departments of an organisation; a single, dynamic, clear understanding of the company, from the customer's perspective, regardless of communication channel utilised (personal meeting, telephone, internet); and improved communication, coordination and efficiency across marketing, sales, service and support departments, within an organisation. The intended results are improving customer satisfaction, loyalty, and retention. These results lead to improved profitability from both increased revenues and reduced costs. This paper focuses upon CRM improving service delivery, and not enterprise resource planning (ERP). ERP applications have helped companies to automate and optimise business processes in areas such as finance, manufacturing, inventory management and human resources. ERP is different, but supportive, of CRM.