Customer Relationship Management Software Research Articles

"A Study On Business In Digital Era"

Management operates at different levels and so it is possible to apply management information systems at these varied levels. Basic examples of management information systems are human resources management systems, financial management information systems and marketing management information systems. Enterprise IT Systems Enterprise IT systems are technologies designed to integrate and manage entire business processes for large organisations. Typically, enterprise application software is hosted on large servers over a computer network. Transmission of information can either be internal or external. Examples of enterprise information systems may be accounting software, health care specific software or electronic data Interchange (EDI). Another example of software within this category is CRM (Customer relationship management software). Information technology plays various roles in business, and provides a huge range of capabilities that enhance management performance. It is therefore important to understand the four major categories of IT systems and their functions in a business environment.

ASSESSMENT OF THE CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET BASED ON A FUNCTIONAL APPROACH

With the ever-increasing importance of effective customer relationship management for businesses, the problem of choosing the right software arises. With the variety of software solutions, it becomes difficult to determine the best option that would meet the specific needs of the enterprise. The rapid development of this sector, coupled with the variety of software products, makes it difficult to find the right solution that meets business needs and allows for effective customer relationship management. A lack of understanding of the customer relationship management software market has led to a failure to utilize its potential. Lack of consensus on the optimal strategies for using CRM systems and limited research in this area require an active search for solutions to optimize customer relationship management. The purpose of the article is to study and analyze the market for customer relationship management software based on a functional approach to identify a promising direction for the development of this sector. The article highlights the capabilities of CRM systems and the basic tasks they solve. An analysis of revenue dynamics in the global market for customer relationship management software is carried out. The forecasted values of revenue in the global customer relationship management software market for 2024-2026 are determined. The key players in the global customer relationship management software market are identified.

The Impact of Data Science Solutions on the Company Turnover

This study explores the potential of data science software solutions like Customer Relationship Management Software (CRM) for increasing the revenue generation of businesses. We focused on those businesses in the accommodation and food service sector across the European Union (EU). The investigation is contextualized within the rising trend of data-driven decision-making, examining the potential correlation between data science applications and business revenues. By employing a comprehensive evaluation of Eurostat datasets from 2014 to 2021, we used both univariate and multivariate analyses, assessing the percentage of companies that have e-commerce sales across the EU countries, focusing on the usage of big data analytics from any source and the use of CRM tools for marketing purposes or other activities. Big data utilization showed a clear, positive relationship with enhanced e-commerce sales. However, CRM tools exhibited a dualistic impact: while their use in marketing showed no significant effect on sales, their application in non-marketing functions had negative effects on sales. These findings underscore the potential role of CRM and data science solutions in enhancing business performance in the EU’s accommodation and food service industry.

A Four-Step Method for the Selection of CRM Software Packages

Customer relationship management (CRM) systems are growing in importance as essential tools to exploit such data, enhancing sales, productivity, and customer satisfaction, becoming the foundation of contemporary marketing strategy. Its purpose is to personalize a business relationship, whether it’s B2B or B2C, in hopes that this personalized and strategic touch will result in more business. However, existing CRM selection methods suffer from several limitations, which make their actual implementation often impractical. Therefore, this article proposes a novel method to support firms in the selection of the most appropriate CRM according to their needs. The proposed method resorts to the analytic hierarchy process (AHP) to classify the most relevant criteria for the focal firm's needs and to fuzzy AHP (FAHP) to identify the most suitable alternative. An illustrative implementation of the method is also presented in the article as the case study. Furthermore, we show how the method can be straightforwardly adapted to various circumstances and discuss its implementation in SME.

Implementation and Evaluation of a Selected CRM Tool for the Stakeholder Relationship Management in an Innovative Project

Abstract The article presents the framework for the implementation process of HubSpot customer relationship management (CRM) software in a selected innovation project conducted by a student-run non-profit organisation, as the basis for the project's stakeholder relationship management. The purpose of the article is to assess the impact of the implemented software on the project's stakeholder relationship management, with a particular focus on communication with internal and external stakeholders. The motivation for introducing the concept of stakeholder relationship management in the studied organisation included the growing number of students involved in the project, increasing financial needs and, consequently, a growing group of stakeholders supporting the innovative project. This led to the need for the project's stakeholder relationship management concept and greater operationalisation of the student organisation's activities. HubSpot CRM software was chosen for its functionality and accessibility for non-profit organisations. This article presents a case study of the Innovative Student Project and the results of a survey of project members to assess internal communication and information flow between project members and key stakeholders after implementation of the CRM system. It was assumed that the evaluation of communication from the perspective of project members would be an appropriate measure of the benefits of the implemented solution as it is difficult to assess other dimensions of stakeholder cooperation at the initial stage. The main perceived benefits were the professionalization of team activities and uniformity of management practices across the project, clear categorisation of stakeholders, improved information flow within the project, and communication with sponsors. It was also shown that student organisations can introduce solutions dedicated to enterprises and implement the concept of stakeholder relationship management to increase the effectiveness of support acquisition and develop innovative projects.

Process Improvement Between Company Departments with the Integration of ERP and CRM Software Programs

This study aims to examine the processes of a company that uses Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems, which are known as integrated systems, and improve these processes in an enterprise that produces decorative acoustic suspended building products. The company started to use Netsis software as an ERP system years ago. Then, it purchased the LogoCRM software, which could work integrated into Netsis software, to ensure information flow between these systems easily. Since it is known that the company still experiences information flow issues between the departments although the ERP and CRM systems of the company are integrated, the study tried to minimize these deficiencies in the information flow between the production and sales & marketing departments. The problems experienced between the departments of the company that we work with were determined by the interviews with the ERP and CRM system users in the company, and the ERP-CRM software was customized to be suitable for the use of the company. A user-friendly interface has been designed in the CRM software, and by providing integration between the software, it is possible to see the stock balance information instantly in the CRM software. In addition, in the CRM software that will work integrated with ERP, a smart coding algorithm was developed to minimize errors by considering the possibility of the sales team misreading the product cards, and it was aimed to reduce user errors by minimizing the screen interventions of the users. In the study, ModelEditor was used for the improvements made in the SQL-based CRM software. With this study, communication problems between sales-marketing and production departments were reduced by providing ERP-CRM integration. As a result of the improvements made, a common language was developed between the departments, reducing the amount of faulty production, and time savings were achieved by reinforcing the cooperation between departments.

Internet of Things for Customer Relationship Management (CRM) Software: Opportunities and Benefits

Customer relationship management software has many advantages for different businesses and economic enterprises. Today, the Internet has become the main tool for information exchange, business, communication, and an integral part of daily life. Internet technologies have witnessed fundamental changes in the way of interaction over a decade. With new technology, objects are also connected to the Internet and with humans; Intelligent systems and data are interacting and exchanging. The Internet of Things will increase the maturity level of customer relationships and will have a profound impact on customer relationship management. This is because the huge data of the Internet of Things contains information about the customer, and textual inputs can greatly increase the capabilities of managing relationships with customers. Therefore, the future of customer relationship management will be provided by cognitive computing, big data analysis, and creating deep knowledge in organizations. In this paper, the vital features and opportunities, and benefits of CRM systems based on the Internet of Things have been examined.

STRATEGIES AND TECHNOLOGIES TO SUSTAIN NATIONWIDE IMPLEMENTATION OF ALIVIADO DEMENTIA CARE

Abstract It is well documented that knowledge improvement alone is not sufficient to sustain systems level changes. Through supporting dementia care workforce training and the embedding of Aliviado program tools (treatment algorithms, assessments, care plans, and caregiver education materials) into hospices’ clinical workflow across the U.S., we learned that both technologies and human support strategies are essential for lasting changes. In this presentation, we first discuss our experience leveraging a powerful customer relationship management software (Salesforce) to assign, manage, and encourage completion of the interprofessional Aliviado Dementia Care training for thousands of active users across the nation. We then share how we provide additional human support and implementation tools in the face of COVID-19, which can inform implementation of similar trials, including office hours, training reports, Plan-Do-Study-Act worksheets, symptom management cheat sheets, champion calls, and electronic health records integration meetings with each agency to locally tailor and embed Aliviado tools.

Finding the right CRM saves time, effort, and money

Customer relationship management software has changed the way businesses of all sizes operate and communicate. Many colleges and universities have already recognized the benefits of CRMs, not just for the enrollment process but throughout the student lifecycle.

Benefits and Challenges of SAAS CRM Over On-Premise CRM: A Review

Abstract: No matter whatever that you may sell, managing your customers is important for the success of your business. This is where exactly choosing a CRM (Customer Relationship Management) comes into play. Choosing the best CRM system for your organization requires identifying your objectives and determining the main customer management problems that you need to resolve by adopting a CRM for your businesses. When looking for CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) software, you will find that there are different ways of implementation, including onpremise and SaaS aka software as a service. Both types can help take your business to new heights, but it is up to you to decide which type works best for you. So in this paper we are going to compare on-premise and SaaS CRM and will also look at the challenges faced by SaaS CRM. Keywords: CRM, On-Premise, SaaS, Cloud Computing, Cloud Services.

Finding the right CRM saves time, effort, and money

Customer relationship management software has changed the way businesses of all sizes operate and communicate. Many colleges and universities have already recognized the benefits of CRMs for not just the enrollment process but throughout the student lifecycle.

Using social media and direct marketing as a platform to increase awareness of lung cancer screening in a Hispanic urban population in the post-COVID period.

339 Background: Uptake in lung cancer screening (LCS) in high-risk patients including minority populations has been low despite efforts to increase awareness in the community. During the COVID pandemic, most LCS programs were temporarily stopped and, in the months to follow experienced a significant reduction in referrals. Platforms including social media and direct mail marketing can provide a valuable tool to enhance patient engagement related to LCS and engagement of Hispanic populations who are active consumers of digital media. The objective of this study was to assess the short-term effectiveness of a targeted LCS digital and direct marketing campaign to increase visits to the institutional online educational content and referrals to a LCS program. Methods: A LCS marketing campaign including social media utilizing Facebook and Instagram platforms with programmatic banners, boosted organic social media posts, plus direct mail-in marketing in Spanish and English was started in the post-COVID period. A CRM (customer-relationship management) software was used to target adults ages 50-80, current or former smokers, who speak English and/or Spanish in the Miami tri-county area over a three-month period by a direct-mail campaign. Other campaign targeting qualifications included family history of lung cancer, and additional lung cancer risk factors including asbestos, chronic obstructive pulmonary disease, or emphysema. The CRM Direct mail campaign was sent 87,000 leads by postcard and 65,810 leads by email. Primary outcomes measures were visits to the University of Miami institutional LCS Web page, LDCT ambulatory referrals, and scheduled initial LDCT exams. Study period was baseline pre-COVID period (6/1/2019-12/31/2019), COVID-period (3/1/2020-9/31/2020) and digital awareness campaign in the post-COVID period (12/1/2020-5/31/2020). Results: Unique pageviews to the institutional LCS web pages were significantly higher during the digital awareness campaign compared to the pre-COVID period (8,805 vs 230 pageviews) with a high bounce rate during the campaign period of 79% and average time in site of 2:21 minutes. Mean scheduled initial LDCT volumes per month during the pre-COVID period were 12.4 (SD 4.6), versus 4.1 (SD 2.5) during the COVID period. There was a 3-fold increase in initial LDCT scans during the initial campaign period from 4.1 in the COVID period to 11.6 (p <.001). The mean number of LDCT ambulatory referrals doubled from 17.5 in the COVID period to 34.2 in the campaign period (p < 0.001). Conclusions: Implementation of a targeted LCS digital awareness campaign and direct mail marketing was associated with increased visits to institutional education Web pages, ambulatory referrals, and initial LDCT exams. Digital platforms are an important tool to enhance awareness of lung cancer screening in high-risk populations and Hispanics.

Customer Relationship Management (CRM) Training in Increasing Business Sales During the Covid-19 Pandemic

The Covid-19 pandemic demands that businesses go digital. Not only products must be marketed through technology, but the way of communication with consumers must also be arranged systematically to stabilize income. Among a number of tools designed to answer customer retention demands, CRM software was chosen because this tool can accommodate consumer data, business data, track consumer interactions, and track company prospects. The purpose of this activity is to conduct training and assistance in implementing Customer Relationship Management in increasing sales during the pandemic. This method uses a descriptive qualitative approach with training design in using Customer Relationship Management software. Instruments in the form of learning experience and literature study. This community partnership program involves business start-ups within the Muhammadiyah University of Lamongan, especially students majoring in Accounting and Management. The results of this study indicate that the application of CRM has an effect as an effort to increase business sales during the pandemic with a series of strategic CRM processes, operational CRM, analytical CRM. Essentially, both upper, middle, and even lower customers need good and quality service, it's just that the levels are different. When start-up actors apply the right and good CRM, it will automatically increase customer satisfaction which has an impact on increasing business sales.

An integrated framework of change management for social CRM implementation

Social Customer Relationship Management (CRM) is a new paradigm in e-business environment that enables businesses to collaboratively manage customer expectations via social technologies. It combines the capabilities of social media with traditional CRM software in order that businesses better engage their customers. Implementation of social CRM systems continues to drive changes in organizations; however, the implementation attempts often lead to failure, partially due to the lack of readiness to change or resistance toward change. This study aims at developing a framework to determine change management requirements for successful implementation of social CRM in the organizations. To this end, a comprehensive literature review is done and semi-structured interviews are conducted to develop the initial framework. Best–Worst Method is applied to calculate the weights of each change requirement. Finally, the stage of change management process to which each of the identified sub-factors is related are determined. The proposed framework contains requirements such as ‘content of change’, ‘context of change’, ‘individual’, and ‘process’; for each, a set of sub-factors is defined. It suggests the change management requirements of social CRM implementation based on the sequential stages of Lewin’s model. The proposed framework is presented as a guideline for successful implementation of social CRM.

Case studies on using natural language processing techniques in customer relationship management software

How can a text corpus stored in a customer relationship management (CRM) database be used for data mining and segmentation? In order to answer this question we inherited the state of the art methods commonly used in natural language processing (NLP) literature, such as word embeddings, and deep learning literature, such as recurrent neural networks (RNN). We used the text notes from a CRM system which are taken by customer representatives of an internet ads consultancy agency between years 2009 and 2020. We trained word embeddings by using the corresponding text corpus and showed that these word embeddings can not only be used directly for data mining but also be used in RNN architectures, which are deep learning frameworks built with long short term memory (LSTM) units, for more comprehensive segmentation objectives. The results prove that structured text data in a CRM can be used to mine out very valuable information and any CRM can be equipped with useful NLP features once the problem definitions are properly built and the solution methods are conveniently implemented.

Technological modernization and innovation of traditional agri‐food companies based on ICT solutions—The Portuguese case study

This paper assesses the potential for technological modernization and innovation based on Information and Communication Technologies (ICT) in traditional agri-food companies located in the central region of Portugal. A survey was applied to 50 agri-food companies of cereals, cheese, olive oil, dry sausages, honey, wine, and horticultural sectors. Results analysis show that companies use computers, have internet service, and use social networks for business purposes. However, most of it have no webpage, do not use internet for advertising/selling/buying products, and have not promoted collaborators’ ICT training. Companies expect webpages to improve their productivity and/or marketing products/services. Recommendations were provided to promote the use of ICT for business purposes. Webpages, Facebook pages, and CRM systems were developed to a limited set of companies. The results of the satisfaction survey of the ICT solution confirm the company sales increase due to the web visibility gained by the company products. Practical applications This paper assesses the potential for technological modernization and innovation based on ICT of Portuguese agri-food industrial companies. The ICT-based solutions developed were company webpages, Facebook pages, and customer relationship management software. The analysis and discussion of results provide an insight into the ICT solution that a specific company should follow to increase sales gains due to web visibility of company products.

Security Advantages of Cloud ERP and its Databases in Higher Education

An EduCon is a Lead Management cum Customer Relationship Management Software for Educational Consultants. It is cloud-based software hosted on Linux environment. Developed on Php with database on MySQL and Mongo DB, it is heavy-duty software which can handle 500 instances at once with 1 lakh+ active records. EduCon has a strong communication system with bulk SMS and bulk Email server integration with Text Guru and Mail Chimp respectively. This communication system is used to contact leads and send notification and transactional messages. This communication system is also used to take after service feedback from leads.

Searching for the one: Customer relationship management software selection

AbstractIn a competitive environment that increasingly awards a clever approach to customer relationship management (CRM), firms need to systematize the way they interact with their customers. The relationships that often lay in the hands of managers and salespeople need to be thoughtfully organized to maximize both customer satisfaction and the effectiveness of the marketing efforts. CRM software packages can be an answer to organize and systematize the management of such commercial relationships. However, decision makers may not have the time and the competencies to identify the most suitable solution for their needs, among the hundreds existing, and may ultimately resort to an external expert. Since the existing methods to select a CRM software package suffer from several limitations, this article introduces a novel four‐step method allowing to actively involve the decision makers in the CRM software package selection, simultaneously minimizing the effort requested to them and maximizing the extent to which the final choice suits their specific needs and preferences. The method resorts to a coordinated use of the analytic hierarchy process and of its fuzzy adaptation. The article also presents an exemplification of the method in a small Italian firm.

Cut costs in half: Drive enrollment by integrating CRM with Facebook, Google

PHOENIX — Looking outside the box for ideas and solutions to transform your institution's marketing can mean the difference between enrollment growth and stagnation. But how can your institution translate the strategies that work so well for retail marketing, to fit the needs of your prospective students? Integrating your customer relationship management software with your Facebook and Google advertising does exactly that, according to Elisa Crossland, executive director of university relations for the University of Houston‐Downtown. This integration enables you to get twice the advertising for the same amount you're already spending, Crossland said.

An overview of Customer Relationship Management Software in Business Organizations

<p>The aim of the article is to present details of the research on focus on the customer in relation to the utilization of the customer relationship management computerized system in business organization. Customer relationship management (CRM) plays a central role in the growth and success of corporations in an environment of fast technological development and the extensive competition currently in evidence. CRM empowers corporations with better customer awareness and helps to construct sustainable relationships with customers. People, technology, and processes are the three basic components of CRM. In order to ensure the successful implementation and adoption of the CRM<br />initiative, this paper presents a detailed review of the literature relating to CRM processes and its computerized system. Various types and levels of the CRM process as well as an understanding of the different perspectives of CRM are presented in this review. The paper suggests that it is important for an organization to understand the four major perspectives of CRM processes i.e. customer facing level processes, customer oriented processes, cross functional CRM processes and CRM macro-level processes. A survey is also conducted in this paper and a chi square test is performed to test the hypothesis relating<br />to the efficiency of customer relationship management and the client relationship it offers. Results show that the hypothesis is statistically significant.</p>