Customer Information Management Research Articles

DESIGN OF MANUFACTURING MANAGEMENT SYSTEM: PRODUCT SALES MANAGEMENT SYSTEM

The advent of Industry 4.0 has fuelled the demand for Manufacturing Management Systems (MMS) in the manufacturing industry. This article presents the design and development of a comprehensive Product Sales Management System (PSMS) tailored for small and medium-sized manufacturing companies, focusing on the dairy product industry. Employing the Rapid Application Development (RAD) approach, the development process prioritised user-friendly interfaces and rapid prototyping. Through meticulous requirements gathering, key features were identified, including product information management, customer information management, sales order management, report generation, product advertisement management, and an analytic dashboard. Unified Modeling Language (UML) diagrams, such as use case, activity, and class diagrams, were utilised to visualise the system's functionalities and ensure alignment with requirements. Iterative development and user feedback enhanced the system's usability, resulting in a user-friendly interface for streamlined product sales handling. The proposed PSMS offers efficient management, enhanced communication, and revenue generation for manufacturing companies and tiny and medium-sized enterprises. Furthermore, the study contributes to an understanding of the system requirements and user interface of a PSMS, providing a valuable reference model for developers and researchers in the manufacturing industry. The proposed PSMS represents a significant step towards efficient product sales management, streamlining operations, and boosting manufacturers' profitability. In future work, the PSMS's user interface will be optimised for better mobile responsiveness, and its functionality will be extended to support collaborative sales management and provide manufacturers with advanced capabilities to enhance their sales processes and decision-making.

MERN STACK-BASED CAR RENTAL WEBSITE DEVELOPMENT

The Car Rental System is a web-based platform designed to provide a user-friendly interface and a seamless rental experience. It is built using the MERN stack, which ensures fast and responsive user interfaces and efficient processing of customer requests and data. The platform includes a payment gateway for secure and swift payment processing, enabling efficient rental transactions. With the increasing demand for car rental services due to the rise of tourism and ride-sharing services, the platform offers a convenient and efficient solution. The system's advanced functionality enables fast retrieval and management of customer data, along with filtering capabilities to facilitate easy navigation and car listing. By integrating a geo-location API, the platform allows customers to find rental cars quickly and easily. MongoDB serves as the platform's database to store and manage customer information, vehicle information, and rental data. The system's flexibility allows renters and rentees to add and delete cars as per their requirements, reducing the time and effort required to rent a car. Overall, the Car Rental System provides a reliable and efficient solution for car rental companies to offer customizable rental experiences to their customers.

Research on bank information management mode under big data

With the rapid development of information technology, the application of big data has penetrated into various fields. In order to analyze the information management mode under the background of the development of big data, this paper introduces its operation process and related models. On this basis, the management system database is designed based on the big data platform to improve the bank's customer information management data, realize customer information management and improve the bank's information management ability.

Customer Information Management and Firm Competitive Advantage: The Application of Partial Least Square

ABSTRACT This study investigated the relationship between database marketing, or simply customer information management, and competitive advantage of the firms in tourism industry in Tanzania. The study used monthly data from July 1, 2016 to April 30, 2018. Customer information management initiatives investigated in this study were database marketing infrastructure, database marketing human resources capability, and the actual application of the techniques to achieve competitive advantage. Data for the study was collected in the cities of Arusha and Kilimanjaro as the two cities are regarded as main tourism destinations in the northern circuit. Data were collected from 215 tour operators and used Structural Equation Modeling (SEM) to analyze the collected data. It was found out that, there is a link between database marketing application and firm's competitive advantage by looking at the basic model fit and the indicator variables such as AGFI (Adjusted Goodness of Fit Index), GFI (Goodness of Fit Index), CFI (Comparative Fitness Index), RMSEA (Root Mean Square Error of Approximation) and CMIN/DF were all passed the criteria for best fit. This is to say firms that apply database marketing techniques stand a better chance to achieve competitive advantage than those firms which invest largely on demand generation through advertising and sales promotion.

Strengthen the Security Management of Customer Information in the Virtual Banks of Hong Kong through Business Continuity Management to Maintain Its Business Sustainability

This article looks at studies on how to use business continuity management for Hong Kong’s virtual banks in order to reduce customer information risks, so as to maintain business sustainability. Firstly, the development of virtual banks in Hong Kong were investigated, the laws and regulations and regulatory policies of Hong Kong and the Mainland were benchmarked, and the main risks that may occur and be harmful to the bank business sustainability were analyzed. Considering the characteristics of virtual banks, the main concerns of public customers about the IT risks of virtual banks through questionnaire surveys were collected and analyzed. Moreover, the importance of business continuity management to virtual banks was drawn. Secondly, in the case studies, via understanding the overall situation of WeBank, its performance during the COVID-19 pandemic, and the regulations of the Monetary Authority of Singapore, the practice standards of virtual banks in business continuity management were further clarified. At the end, three suggestions for virtual banks in Hong Kong were put forward to reduce customer information security risks through business continuity management, thereby maintaining its business sustainability.

Measuring the effectiveness of intermediary loyalty programmes in the motor insurance industry: loyal versus non-loyal customers

PurposeThe insurance industry has not been able to effectively retain its customers and struggles to establish and maintain long-lasting relationships with them. The purpose of this paper is thus to identify the main factors that explain the cancellation of motor insurance policies by individual customers, considering the influence of intermediaries on their decisions.Design/methodology/approachThe data used in this research is based on a sample of 3,500 insurance policies that lapsed during the period of analysis between January and July 2017, against another sample of 3,500 policies that did not lapse, from a major insurance company in Portugal. Binary logistic regression was used for data analysis, using IBM SPSS software.FindingsAggressive tactics by insurance companies for customer acquisition may induce the cancellation of insurance policies. More valuable customers, the policies with higher premiums and recent claims, as well as the ancillary intermediaries and agents, are determinants of insurance cancellation. Conversely, the payment of policies by direct debit and without instalments reduces the probability of cancellations.Research limitations/implicationsThe main limitation of this study is the restriction on data access. Insurance companies are significantly resistant to sharing their customer data – including with academic researchers – even in an anonymised form.Practical implicationsThe paper highlights internal and external practices of insurance companies that should be reformulated to significantly improve their performance regarding product cancellation, related to customer information management, mistrust behaviours related to stakeholders and new value propositions that deepen the relationships with intermediaries.Originality/valueThis research developed a framework with which to identify the factors that are mainly associated with motor insurance cancellation and to predict its likelihood.

Platform-based customer agility: An integrated framework of information management structure, capability, and culture

Platform-based customer agility is the ability to leverage the voice of the customer on a platform to achieve market intelligence and to explore competitive action opportunities. Prior studies have indicated the critical role of customer agility in enabling the survival and prosperity of contemporary organizations in a turbulent business environment, although how to develop this capability is not answered. The current research attempts to fill this theoretical gap. Drawing on the information management literature, we propose an integrative information management framework to investigate the process of developing customer agility. By conducting a case study of a leading e-commerce platform in China, we identify three types of platform-based customer agility (i.e. reactive customer agility, proactive customer agility, and coactive customer agility) in different phases of the growth of the platform. Furthermore, a process model is developed from the case study. It shows that platform-based customer agility is achieved by establishing information management structure, developing information management capability, and instilling information management culture. This study contributes to the knowledge on customer agility and information management. Detailed recommendations are also provided for potential practitioners.

Online Veggie Mart

Online Veggies Mart is an application developed in java technology for maintaining a centralized repository of all information associated with vegetables. This application provides a platform for farmers, whole-sellers, and retailers a simple communication. This application makes the selling and purchases of vegetables easy. The owner manages the online portal to see the order and complete the supply for the customer. This technique wakes to supply service facility and the customer. The customer provides the vegetable through the system, customer information management, menu information management, and report. The most objective is to supply ordering and reservation vegetables to the customer.

WITHDRAWN: Simulation of Sports and health big data system based on FPGA and Internet of Things

The Internet of Things is an emerging information network technology, which can realize automatic identification, monitoring, and management of personnel, medical devices, medicines, etc. via networks. It is an effective means to reduce medical errors and improve work efficiency. This article is the first research theory and collects body temperature and exercise steps, temperature and acceleration sensors, collect health and exercise information, and estimate human health and exercise. Terminal node and customer information management system: Health and sports information gathering system notices that the system is divided into two parts. The Adaptive Data Transfer Technique (ADTT) method for the Internet of things is proposed. This method builds the type of parts based on the various features of the Internet of things devices, uses the model's visual methods, and between the components on the Internet-based on the communication characteristics of the Internet of the tourist network. Design a set of communication mechanisms. The experimental results confirm that a method of analysis is possible by collecting information on human movements using a motion information collection system. Multiple methods need to be combined to obtain as much information as possible to analyze human movements more scientific and rational. In this work, it introduced a cost-effective design of medical surveillance system based on IoT technology. The proposed system is modeled, controlled by a Xilinx FPGA device, and monitored with the IoT.

Social customer relationship management (s-CRM) among small- and medium-sized enterprises (SMEs) in Malaysia

PurposeIn this twenty-first century, the emergence of social media has been integral in business-related processes, especially in small- and medium-sized enterprises (SMEs), which allows businesses to interact and build a relationship with customers to improve their sustainable service quality. Concisely, this study aims to examine the benefits of social customer relationship management (s-CRM) performance from the perceptive of SMEs owned by Muslims.Design/methodology/approachA survey method was used and the data were gathered from 135 SMEs which participated in Halfest (Halal Fiesta Malaysia) trade show in Kuala Lumpur, Malaysia.FindingsInterestingly, the results revealed that the adoption of information and communications technology (ICT) has both direct and indirect impacts on s-CRM performance. On the other hand, the perceived value of s-CRM mediates the relationship between customer information management and performance of s-CRM. In this context, the perceived value was ascertained to be an influential factor for both ICT adoption and customer information management.Research limitations/implicationsWith a connection to the results, this study concludes that to enhance business performance to sustain in the marketplace, the establishment of s-CRM is crucial, as it has significant implication in marketing, customer service and sales department of SMEs.Originality/valueThis paper provides new insight into the importance of s-CRM to SMEs to improve interactions with the key stakeholders and convey meaningful insight to instil customer-centric practices.

Effects of Customer Relationship Management on Product Innovation in Nigeria. A Case Study of Xerox HS Nigeria Limited

Customers generally are regarded as king in every business and they should be treated as such. In doing so, an organization is expected to get close to them and treat them well. The study was carried out to determine the effects of customer relationship management on product innovation in Nigeria, with emphasis on Xerox H. S Nigeria Limited. The research design adopted was survey research. The population of the study consisted of 83 staff drawn from Lagos and Abuja Offices of the Company. Primary data were sourced through self-administered questionnaires, and the formulated hypotheses tested using Pearson Correlation (r) and multiple regression. The findings revealed that customer information management has significant effect on product innovation, and that there is a significant effect of customer value management on product innovation. Also, multi channel management have significant effect on product innovation. The study recommended among others that organizations make customer relationship management a priority so as to have adequate product innovation, also when designing and implementing a multi channel strategy, objectives and goals of internal and external parties affected by the multi channel approach should be considered.

Effect of Customer Relationship Management on Organisational Resilience of Deposit Money Banks in Nigeria

This study investigates the effect of customer relationship management on organisational resilience of deposit money banks in Nigeria using cross-sectional research survey. Simple random sampling was used to select ten deposit money banks in Abakaliki, Ebonyi State. Eighty senior managers were sampled from ten deposit money banks in Abakaliki. Sample size of sixty six was ascertained from the accessible population with Krejcie and Morgan. Closed ended questionnaire was used to collect data from the respondents’. Face validity approach was employed to ascertain the validity of the instrument. Cronbach α was used to determined the reliability of instrument. Frequency distribution was used to analyse participants’ demographic characteristics while simple linear regression was used to analyse the hypotheses with IBM SPSS Statistics (20.0). The study found that customer relationship management has positive significant effect on organisaional resilience of deposit money banks in Nigeria. The study concludes that customer relationship management measured in terms of people, process and technology dimensions promotes organisational resilience measured on openness, proaction and authenticity in the service oriented organizations. It was recommended that managers of deposit money banks in Nigeria and sub-Saharan Africa should embrace customer relationship management that is geared towards employee collaboration, quality service delivery, customer satisfaction and customer information management.

Performance evaluation of tourism supply chain management: the case of Thailand

Purpose The purpose of this paper is to investigate and develop a framework of the performance evaluation of tourism supply chain management (SCM) for the case of Thailand. Design/methodology/approach The performance measurement of tourism SCM was based upon the eight dimensions of service performance, namely order process management (OPM), supplier relationship management (SRM), service performance management (SPM), capacity and resources management, customer relationship management, demand management (DM), information and technology management, tour finance supply chain. Data were collected from 195 samples of experts of each component of the supply chain to identify the weight pairwise and criteria on each tourism component. The study also adopted analytical hierarchy process (AHP) technique to rank the dimensions of service performance for searching the suitable performance measurement. Findings The results showed that there are both similarities and differences in each tier. Among the eight dimensions subject to this measurement, OPM, SPM and SRM are ranked as 1, 2 and 3, respectively, in tourism supply chain. Research limitations/implications One limitation should be considered. As the results of this performance measurement are drawn from sole perspectives of the tourism-business operators, these are probably different from those of the tourists. Originality/value The contribution of this study is another effective performance measurement which is expected to benefit the evaluation of tourism supply chain for Thai tourism industry.

Cross-functional integration for managing customer information flows in a project-based firm

The delivery of integrated solutions calls for effective integration across the functional interfaces of the project-based firm (PBF) throughout the solution's life cycle. We scrutinize cross-functional integration in a triadic setting involving the PBF's sales, project operations, and services functions by focusing on the flow of customer information (information from and about customers) across three functional interfaces. Drawing on a qualitative case study, we develop a categorization consisting of four distinct types of integration mechanisms: meetings, IT systems, personal involvement, and processes and rules. Our results show that in the focal PBF, customer information flows are strongest in the sales–project operations interface and weakest in the sales–services interface. Furthermore, sales and services functions were found to rely predominantly on personal involvement mechanisms in transferring customer information. Our results highlight the need to integrate and manage customer information flows, especially between the sales–services interface, when delivering integrated solutions.

Exploratory study of Social CRM use in SMEs

Social customer relationship management (social CRM) can enhance performance of the enterprise through effective communication with customers and management of customer information. Whilst several studies have examined social CRM use from perspective of large enterprises, relatively few have examined its use by micro, small and medium sized enterprises (SMEs) which due to unique characteristics differ from large enterprises. The main objective of this paper is to provide a practical perspective on social CRM use in SMEs. This study applies a qualitative research approach by conducting six semi-structured interviews. To determine the antecedents of the intensity of social CRM, the dimensions of the intensity of social CRM use, as well as its impact on customer relationship performance, a content analysis has been utilized. The findings reveal that social CRM use is complex; therefore, we propose a two-dimensional conceptualization of the intensity of social CRM use. Furthermore, this study identifies antecedents, which appears to influence the intensity of social CRM use, including relative advantages, compatibility, top management support, organizational culture, technology readiness and external pressure. This study also implies that more intensive use of social CRM appears to improve customer relationship performance. Considering the findings, the recommendations for future research are provided. DOI: http://dx.doi.org/10.5755/j01.ee.29.4.20246

Flamingos on a slackline: Companies' challenges of balancing the competing demands of handling customer information and privacy

AbstractProviders of online services are under increasing pressure to leverage the value inherent in customer data to remain competitive. At the same time, however, Internet users' privacy has become more and more subject to public debate, and companies must protect this privacy if they want to attract and retain customers. It seems that companies struggle to satisfy these competing demands, and neglecting either could have detrimental effects on their success. Different streams of research underline the importance of either privacy protection or the collection and use of customer information. But they remain largely silent about the resulting challenges that companies face. In this study, we address this gap by exploring how companies perceive and handle the tensions between their organizational information needs that necessitate some degree of privacy intrusion and their need to attract and retain customers, which requires privacy protection. We develop a grounded theory that explains how companies balance these opposing demands from an organizational perspective. More specifically, we identify four challenging tensions that define the conditions under which companies must operate. We find that companies try to achieve and maintain a state of balance in the presence of these tensions, and we discover three categories of tactics that help companies in their balancing acts. Our research contributes to a provider‐centric perspective on information privacy and uncovers the management of customer information and privacy as a new but important context in which organizational ambidexterity is required. We offer a detailed perspective on the specific challenges that companies face with respect to customer information and privacy, and our results can guide managers who have to deal with these challenges.

How platforms are transforming customer information management

PurposeThe purpose of this paper is to explain how ecosystems and platforms have evolved to manage customer information and to identify the management, research and teaching implications of this evolution.Design/methodology/approachThis paper is based on research and industrial experience of two of the co-authors in customer relationship management, further developed with other co-authors in the field of business models, the research and teaching experience of the university authors and cross-functional literature reviews in the areas of strategy, marketing, economics, organizational behaviour and information management.FindingsThis paper shows that digitalization, cloud computing and new information-based platforms are beginning to change how customer information is being managed, creating new opportunities for improving marketing, customer relationship management and business strategy.Research limitations/implicationsThe impact of platforms on the management of customer information needs to be confirmed by primary empirical research.Practical implicationsThis paper identifies the need for senior marketing management to examine closely how internal and external/public customer information platforms may enhance their capability for managing customers and setting new strategic directions.Social implicationsThe emergence of giant multi-sided platforms has clear implications for data protection and privacy, which need to be explored more in research.Originality/valueThis paper highlights the move to customer information platforms and identifies how senior managers should consider them as an option for better customer information management and as a basis for new business strategies.

Restaurant Booking and Ordering System

The concept of restaurant table order management system, since it is android application, I will keep everything as simple as possible. The project consists in an Android application that can be used by customer to place the desired timing and table number. The web-portal is being managed by the owner to check the booking and make the availability for the customer. This system wake to provide service facility to restaurant and also to the customer. The services that are provided is food ordering and reservation table management by the customer through the system, customer information management and waiter information management, menu information management and report. Main objective is to provide ordering and reservation service to the customer.

An Integrated Management Model for Avoiding Customer Information Leakage in China’s Housing Markets

Along with China’s housing boom, customer information leakage becomes a serious problem. To seek solutions, authors proposed a novel management framework based on theoretical analysis and literature review. Furthermore, questionnaires with items about customer information leakage were withdrawn from 79 valid respondents. Through statistical analysis of survey data, results in terms of service providers, customer information categories, influential factors, and suggestions were deeply explored. According to the results and findings, an integrated management model was built for avoiding customer information leakage in China’s housing markets. It was found that (1) the model constituted of customer information management system and customer information rights management system is essential to China’s housing markets; (2) the customer information management system should cover nine service providers involving in customer information flow networks, customers, and three categories of customer information; (3) the customer information rights management system includes measures of environmental optimization and self-protection; and finally, (4) the model is valuable for satisfying information demand of service providers, creating new value for them, and helping customers to safeguard information rights. The model is expected to standardize the behaviors of service providers and customers and, in turn, to effectively avoid customer information leakage.

The firms benefits of mobile CRM from the relationship marketing approach and the TOE model

Firms that achieve to establish reciprocal and successful relationships with their clients can obtain greater profitability in their relationship marketing inversions. This study adopts the TOE model to consider technological factors (technological competence), organizational factors (innovativeness and employee support) and environment factors (customer information management) to define the perceived benefits deriving from mobile CRM. The empirical study was performed with information obtained from 125 firms and analyzed with structural equation modeling. Results suggest that the firm perceives benefits from the m-CRM use if it is technologically competitive, shows propensity to innovativeness, manages customers’ information and has employees’ support. The main contribution is the simultaneous use of the TOE model and the relationship marketing approach to understand, from the Spanish firm perspective, the perception of the management of the relationship with customers through the mobile phone.