Customer Relationship Management Systems Research Articles

The effect of social disruption on the use of technologies to digitize B2B processes and its impact on corporate performance

Purpose This paper aims to examine the effect of social disruption on the use of technologies for digitizing business-to-business (B2B) processes. The aim is to assess how digitalization technologies (DT) may impact corporate performance (CP) in B2B settings. Design/methodology/approach The methodology is based on a questionnaire survey in Norway, and a deductive research design. A total of 216 usable questionnaires out of 356 were returned, generating a response rate of 60.6%. Findings This study shows that there is an effect of social disruption on DT (such as digital communication tools, social media and customer relationship management systems) in B2B settings that may impact CP. Research limitations/implications This study indicates that the use of technologies to digitize B2B processes may enhance CP when social disruption occurs. Practical implications This study offers insights to companies that need help in adapting their business processes to the changing social and technological environment. This study also highlights the importance of digitalization for business survival in the marketplace and society. Originality/value This study sheds light on the effect of social disruption on DT and provides opportunities for managing CP.

Service Quality Management: A Literature Reviews

Service quality management (SQM) is a critical aspect of organizational success in service-based industries, as it directly influences customer satisfaction, loyalty, and financial performance. This literature review aims to synthesize existing research on SQM to provide insights into its conceptualization, measurement, determinants, and strategies for improvement. Drawing on a comprehensive review of academic articles, books, and industry reports, this paper examines the evolution of SQM frameworks and models, including seminal models such as SERVQUAL and SERVPERF, and explores the multidimensional nature of service quality. The review identifies key dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, and evaluates various measurement and assessment tools used to capture these dimensions. Additionally, the literature review delves into the determinants of service quality, both internal (e.g., organizational culture, employee training) and external (e.g., customer expectations, competitive pressures), highlighting their impact on service quality outcomes. Furthermore, the review discusses best practices and strategies for improving service quality, such as continuous improvement initiatives, customer relationship management (CRM) systems, service recovery mechanisms, and employee empowerment programs. It also examines challenges faced by organizations in managing service quality, such as globalization, technological advancements, and changing customer preferences, and proposes areas for future research to address these challenges. Overall, this literature review contributes to a deeper understanding of SQM by synthesizing existing knowledge, identifying gaps in the literature, and offering practical insights for organizations seeking to enhance service quality and achieve sustainable competitive advantage.

Implementing Artificial Intelligence in Salon Management: Revolutionizing Customer Relationship Management at PK Salon

Aim: This study aims to explore the implementation of artificial intelligence-driven customer relationship management (CRM) within the framework of PK Salon Management, investigating both the practical aspects and the challenges and opportunities associated with integrating artificial intelligence into the salon business. Methods: A qualitative research approach, primarily relying on secondary research methods, was employed to gather insights into the adoption of artificial intelligence in PK salons. Literature reviews and case studies related to artificial intelligence in salon management were examined and synthesized. Additionally, interviews with salon partners provided valuable perspectives on the practical implications of artificial intelligence adoption. Results: Evaluation findings indicate that PK Salons are actively embracing automation in appointment scheduling and marketing, alongside increased investment in artificial intelligence applications. However, challenges such as data security concerns and workforce readiness have been identified as barriers to effective integration. Qualitative experiences underscore the importance of overcoming implementation challenges while harnessing artificial intelligence's potential to enhance operations and improve customer engagement. Conclusion: Artificial intelligence-powered CRM systems hold significant potential to revolutionize salon management within the PK Salon context. Addressing challenges such as cost assessment and data security requires proactive measures and collaboration among stakeholders. By fostering a culture of innovation and investing in workforce training, salon establishments can leverage artificial intelligence technology to deliver enhanced customer experiences and gain a competitive edge in the market.

The Role of Machine Learning in Enhancing the Customer Relationship of Indian E-commerce Sector

The integration of machine learning technology in the Indian e-commerce sector shows promise in bolstering customer relationships. By leveraging machine learning within customer relationship management (CRM) systems, businesses can analyze customer behaviors and make data-driven decisions which facilitates personalized advertisement campaigns, improving customer engagement and satisfaction. Machine learning aids in developing customer churn systems to identify and address factors contributing to customer attrition, enhancing overall satisfaction levels. The technology's data mining capabilities enable the prediction of customer purchasing behavior, allowing for personalized product recommendations and improved brand awareness. Furthermore, machine learning models, such as the random forest algorithm, assist in analyzing customer characteristics to devise effective relationship enhancement strategies. Moreover, sentiment analysis and natural language processing functionalities of machine learning contribute to automating customer service, further strengthening customer relationships within the Indian e-commerce landscape.

The Impact of Technology on Sales Performance in B2B Companies

This article provides an in-depth exploration of the multifaceted impact of technology on sales performance within B2B companies. It delves into how digital transformation and the integration of advanced technologies such as artificial intelligence, machine learning, and big data analytics have revolutionized traditional sales processes, enhancing efficiency, customer engagement, and ultimately, sales outcomes. The discussion spans several key areas, including the pivotal role of customer relationship management (CRM) systems in improving sales processes, the significance of digital marketing in reaching and engaging with potential customers, and the transformative effects of automation and chatbots in streamlining sales operations and providing superior customer service. The article also touches on the emerging trend of IoT-enabled selling and its potential to offer personalized and proactive sales experiences. Through a series of case studies, the article illustrates successful implementations of technology in B2B sales, showcasing the tangible benefits and improvements in sales performance. However, it also addresses the challenges and barriers to technology adoption, such as resistance to change and integration difficulties, while offering strategies to overcome these obstacles. The future trends section anticipates further advancements in tech-driven sales practices, highlighting the ongoing evolution of the B2B sales landscape driven by technological innovation.

ФОРМАЛИЗАЦИЯ БИЗНЕС-ПРОЦЕССОВ ПРЕДПРИЯТИЯ ПРИ МОДЕЛИРОВАНИИ АВТОМАТИЗИРОВАННОЙ СИСТЕМЫ УПРАВЛЕНИЯ ВЗАИМООТНОШЕНИЯМИ С КЛИЕНТАМИ

A pressing issue of automation and digitalization of processes in a manufacturing enterprise is the introduction of an automated customer relationship management system, namely a CRM system (Client Relationship Management System) into the structure of a functioning enterprise. The stage of in-depth study of the enterprise’s business processes, building the structure of business processes and modelling the future system allow one to significantly reduce the implementation time of the automated system, to clearly assess the compliance of the task and the future system, and to fulfil the effective implementation of a CRM system at a manufacturing enterprise. At the preliminary analysis stage, the issues of identifying the main entities of the system and determining the level of their interaction are resolved. The aim of the study is to describe the methodology for constructing a conceptual model of a CRM system using the example of conducting research on the structure of the enterprise’s business processes and further formalizing the results of preparatory work for the subsequent effective implementation of a CRM system. The main research methods are theoretical analysis, formalization and methods for constructing information models. The novelty of the work lies in examining poorly-studied aspects of the preliminary analysis when implementing CRM systems, identifying patterns in the description of typical non-production processes and their formalization for a functioning manufacturing enterprise. The study results can be used in designing the architecture, programming and setting up a CRM system at an enterprise in the field of mechanical engineering and other types of production.

Impact of Data Analytics Capabilities on CRM Systems’ Effectiveness and Business Profitability

In the current digital era, understanding the role of Data Analytics Capabilities (DAC) in Customer Relationship Management (CRM) systems is essential for businesses seeking better decision-making. While DAC is acknowledged as a Critical Success Factor (CSF) for CRM systems, there is a gap in empirical evidence quantifying its effect on business profitability. This study aims to (1) present the conceptual foundation of the impact of DAC for CRM systems on marketing decisions and business profitability, and (2) empirically estimate the impact of integrating DAC on marketing performance and business profitability. Focusing on the retail sector, the study gathered 131 questionnaires from employees involved in CRM and DAC in Lebanon, and used the SPSS tool for data analysis. The research findings provide advanced empirical evidence of the importance of DAC as a CSF for CRM systems, alongside people, process, and technology dimensions. Results show that the integration of DAC represents a significant step forward in enhancing the effectiveness of CRM systems and achieving better business profitability. This study challenges the conventional understanding of technology's role in improving business outcomes, thus providing valuable theoretical and practical implications for organizations aiming to enhance their CRM systems.

Research on Private Domain Traffic Operation Link Based on D2C Lead Marketing

This project aims to build an online platform, open up an integrated link integrating brand building, mental planting and effect transformation, obtain user leads through various marketing methods such as content creation and channel delivery, and establish a social customer relationship management system for the third-party automotive industry based on artificial intelligence technology. To carry out the link operation after retention collection, data cleaning, hierarchical screening, AI intelligent customer service, etc., to establish high-quality brand user clues database information. On the basis of exploring the realization of live streaming clues, this project will cooperate with the media operation room to build the mini program platform for users of Zhongqi Media, complete the introduction of the platform for prospective users of online and offline projects of Zhongqi Media, and conduct user operation through the modular construction of the platform. Build a complete private domain operation system of "public domain drainage, content planting, attracting and retaining funds, label classification, private domain precipitation, guided purchase, activation, potential customer tracking, and data duplication".

Leveraging Creative Intelligence for Sustainable Customer Relationship Management (CRM) Solutions: Conceptual paper

The study aims to identify critical dimensions of employee creative intelligence and AI CRM systems and explore their impact on service quality and customer satisfaction in customer relationship management (CRM). The advancement of technology and the potential of artificial intelligence (AI) increase customer expectations regarding service delivery. The conceptual framework illustrates that creative intelligence and AI-generated systems significantly impact service quality and customer satisfaction. The findings will help organisations implement CRM service delivery projects by providing employees with the appropriate skills and competencies. The appropriateness of the system is vital towards CRM solutions.

PENERAPAN MODEL WATERFALL DALAM PERANCANGAN APLIKASI DIGITAL CUSTOMER RELATIONSHIP MANAGEMENT PRODUK FASHION

To win business competition and maintain market share, companies are required to be able to adapt to market conditions and use appropriate marketing strategies. Customer Relationship Management (CRM) is a marketing strategy to create and maintain good relationships with customers thereby reducing the possibility of customers moving to competitors. The aim of the research is to analyze and develop web-based CRM in the Marketing Information System at Toko Agung, East Jakarta. The research method used in this research is the Software Development Method using the waterfall model. The result is a web-based CRM system application that can manage customer data, product orders, payments and delivery of goods to customers. The implementation of this web-based digital CRM application is expected to make it easier for customers to select the desired product, place an order, make payments and receive goods without having to come to Toko Agung. For busy customers, this system is more efficient and effective. It is hoped that this convenience will have an impact on repeat purchases and will increase sales volume, which can then increase company profits. The Customer Relationship Management (CRM) application can simplify, speed up and optimize the quality of customer service, especially at Toko Agung, East Jakarta.

A Study to Know Impact of AI on CRM

This research paper delves into the dynamic intersection of Artificial Intelligence (AI) and Customer Relationship Management (CRM), exploring the profound effects of AI technologies on modern business practices. As AI continues to evolve, it reshapes how organizations manage and nurture their relationships with customers, presenting new opportunities and challenges. The study investigates the role of AI in personalizing customer experiences, emphasizing the utilization of advanced algorithms to analyze vast datasets and derive actionable insights. AI's influence on data management, analysis, and the subsequent enhancement of customer insights are scrutinized, providing a comprehensive understanding of its impact on informed decision-making. Furthermore, the paper examines the integration of AI-powered chatbots and virtual assistants in CRM systems, evaluating their effectiveness in providing real-time support, streamlining interactions, and improving overall customer satisfaction. The automation of repetitive CRM tasks through AI technologies is also explored, highlighting the resulting efficiencies and the potential for human resources to engage in more strategic aspects of customer relationship management. Sales forecasting, customer segmentation, and sentiment analysis emerge as key focal points, illustrating how AI contributes to more accurate predictions, targeted marketing strategies, and proactive reputation management. The impact of AI on cross-selling, upselling, and customer retention strategies is scrutinized, offering insights into how businesses can leverage AI to optimize revenue and foster enduring customer loyalty. As businesses navigate the rapidly evolving landscape of AI in CRM, this research paper aims to provide a comprehensive overview of the transformative dynamics at play. By understanding the nuanced influence of AI on customer relationships, organizations can adapt their strategies to align with the evolving expectations and demands of the contemporary market.

The Use of ICTs in Front Office Department

This research project investigates the effective implementation and impact of Information and Communication Technologies (ICTs) within the Front Office Department of hotels. The study aims to evaluate the contribution of ICTs to operational efficiency, customer satisfaction, and overall performance in customer-facing organisational functions. Utilising a cluster sampling approach, incorporating surveys, and case studies, the research assesses the current usage of ICT tools, identifies challenges and opportunities, and proposes strategies for improved integration. The study explores the diverse ICT applications adopted by front office departments, including customer relationship management (CRM) systems, communication platforms, and data analytics tools. The research assesses the efficacy of these technologies in streamlining processes, enhancing communication, and cultivating a responsive and customer-centric environment. The findings offer valuable insights for both academic researchers and industry practitioners that are seeking a comprehensive understanding of the ways in which ICTs influence front office operations. The research not only highlights successful implementations but also addresses potential hurdles and considerations for hotels aiming to harness ICTs for optimal front office performance. Lastly, the study provides a solid foundation for future research and offers practical recommendations to guide hotels in elevating their front office capabilities through thoughtful ICT integration.

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Proactive Customer Support: Re-Architecting A Customer Support/Relationship Management Software System Leveraging Predictive Analysis/AI and Machine Learning

This scholarly article explores the transformative evolution of customer relationship management (CRM) systems by integrating predictive analysis, artificial intelligence (AI), and machine learning. Traditional CRM systems exhibit weaknesses in areas such as customer privacy exploitation and differential treatment, necessitating a reevaluation of their foundational principles. Integrating advanced analytics and machine learning algorithms emerges as a strategic avenue for modernizing CRM, allowing organizations to anticipate customer needs, address issues proactively, and foster meaningful relationships. The paper details the re-architecting of CRM systems, emphasizing considerations for organizations transitioning from traditional to modern approaches. Scalability, flexibility, and adaptability are essential principles for ensuring CRM systems evolve with dynamic customer needs. The article also addresses the challenges and ethical considerations of integrating predictive analysis and AI into CRM, emphasizing responsible data practices and transparent decision-making processes. Furthermore, the paper projects future trends in CRM evolution, outlining the significance of automation, personalization, reliance on AI, and social media integration. The convergence of these trends is poised to redefine customer experiences, creating a landscape where hyper personalization and seamless omnichannel interactions are the norm. In conclusion, the transformative evolution of CRM systems extends beyond technological upgrades to encompass a strategic shift in organizational culture and customer-centricity. By embracing the potential of predictive analysis, AI, and machine learning, organizations can navigate challenges, ensuring CRM remains committed to genuine customer satisfaction, trust, and enduring partnerships.

A review of recent advances in Internet of Things-based customer relationship management to improve customer satisfaction and loyalty in the airline industry

Airlines use strategies to build and keep profitable, loyal customers through customer relationship management (CRM). However, as customer needs change, CRM systems must also change. With the Internet of Things (IoT) offering new ways to improve how customers experience services, airlines are combining IoT with their CRM systems. The connections airlines have with partners, airports, hotels, and banks can help meet these changing customer needs. However, past studies have not fully looked into how IoT-enhanced CRM helps make customers more satisfied and loyal or how airlines' connections with others play a part. Therefore, this study looks into how IoT-enhanced CRM is improving customer satisfaction and loyalty in airlines. It also examines how airlines' connections with others can support the relationship between IoT-enhanced CRM and customer satisfaction and loyalty. The study suggests a model and makes suggestions about the importance of IoT-enhanced CRM in making customers more satisfied and loyal. It also outlines how to test these suggestions and suggests directions for future research.

Оптимізація бізнес-процесів відділу маркетингу за допомогою інформаційних технологій

The aim of the article is to analyze the impact of information technology on the efficiency of business processes in modern marketing. A business process optimization helps an enterprise increase its competitiveness by reducing the time from product development to market launch and reducing production and promotion costs. This helps to enhance the efficiency of marketing strategies and increase the profitability of the enterprise. Optimization of business processes in marketing, in particular through the use of process management, is an important element of the company’s strategy for achieving success and ensuring competitiveness in the market. Information technology plays a key role in today’s progress. Under modern business conditions, information technology becomes a powerful tool for increasing the competitiveness of an enterprise, becomes a necessary component of its management system, an important element of its international activity. The rapid progress of information technologies requires increased attention to the processes of their implementation and use. Ignoring current digital trends can lead to business degradation. By analyzing different types of information technology, such as customer relationship management systems, marketing process automation, analytics systems, internet marketing and mobile technologies, social media instruments, data analytics and machine learning platforms, the article explores how these tools contribute to improving productivity and achieving the strategic goals of enterprise marketing departments. The given examples of specific programs and platforms, their advantages and disadvantages, plus a detailed analysis illustrate the importance of using information technology for the successful implementation of marketing strategies and ensuring the competitiveness of enterprises in the modern business environment. Information technology plays a crucial role in the progress of modern marketing, assisting businesses in improving the efficiency of their business processes and ensuring a high level of competitiveness.

АДМІНІСТРАТИВНИЙ МЕНЕДЖМЕНТ В УПРАВЛІННІ ІНВЕСТИЦІЙНИМИ ПРОЄКТАМИ

The purpose of the article is to study the impact of administrative management on the implementation of projects in investment activity. Administrative management acts as an organiser of project activities in the investment sphere. The authors have analysed the algorithm of administrative management and identified its components that should be applied in the practice of investment activity. The research methodology used was a systematic approach and a structural analysis, as well as the method of comparison. The process of administrative management of an investment project has been presented as a sequence of steps or stages, which include planning, organisation, execution and control. A general outline of this process is provided hereunder. This process can be iterative, with changes and adjustments made at different stages of the project depending on changes in internal and external conditions. The main goal of investment project administration is to ensure the efficient use of resources and the achievement of project goals. Developing an investment project charter is an important step in the process of project preparation and implementation. The charter is a document that formalises the main aspects of the project, its goals, terms and conditions, and the procedure for its implementation. Here are some key elements that are usually included in an investment project charter: project name and description; goals and objectives; management structure; budget and financial terms; implementation schedule; implementation conditions; reporting and monitoring system; termination conditions. An analysis of the investment project and business plan is provided in the article. Administrative management in the investment projects management includes the use of various tools and methods to ensure effective planning, organisation, control and implementation of projects. Key administrative management tools that can be used to manage investment projects are as follows: SWOT analysis; PESTLE analysis; Gantt chart; RACI responsibility matrix; project management methodologies are: Methodologies such as PMBOK (Project Management Body of Knowledge), PRINCE2 (Projects in Controlled Environments), Agile, Scrum; customer relationship management systems (CRM); financial analysis and control.

The technology impacts and AI solutions in hospitality

The technology impacts and AI solutions in hospitality

CRM-СИСТЕМЫ КАК ИНСТРУМЕНТ ПОВЫШЕНИЯ ЭФФЕКТИВНОСТИ ЭЛЕКТРОННОЙ ТОРГОВЛИ

In the modern world, one cannot underestimate the importance of CRM systems, which have a significant impact on business development, cost reduction and other factors. Any organization needs a customer base, its updating and the safety of important information on transactions. Using CRM simplifies life not only for managers of any business, but also for full-time employees of the organization. With the help of customer relationship management systems, companies can automate marketing processes, accounting processes, reduce manual data collection work and organize customer information. This article examines the different types of CRM systems, their impact on e-commerce, as well as the PIM and OMS systems that are an integral part of the toolkit. In addition, a number of advantages that CRM systems have were considered. These include increasing the efficiency of marketing strategies and the work of the sales department, ensuring high-quality communication within the company, increasing the company’s competitiveness and the active use of CRM reporting. All the benefits of implementing CRM systems are revealed only if the product’s capabilities are used correctly. The fact that the system has been implemented does not guarantee a solution to the company’s internal problems associated with the ineffectiveness of the sales department and incomplete filling of the database. All these problems can be solved only if the systems are correctly implemented and used, as well as high-quality employee training. After studying the features of CRM systems and their impact on e-commerce companies, it was concluded that the implementation of CRM systems is necessary for any corporate business whose goal is to increase revenue and build strong relationships with customers.

Corporate Strategies and Financial Performance among Foreign Commercial Banks in Bujumbura, Burundi

This study investigated the relationship between corporate strategies and financial performance among foreign commercial banks in Burundi. The study used cross-sectional descriptive research design using a quantitative approach. The target population was 219 employees including technical staff and management. A sample size of 142 respondents was determined and simple random sampling was used to select the respondents. The questionnaire was used as the main data collection instrument and data was analyzed using linear and multiple regression analysis. The study revealed that corporate strategy significantly affects the financial performance of foreign commercial banks in Bujumbura (Adjusted R2=0.281, p=0.000). In addition, it was found that competitive strategy significantly affects the financial performance of foreign commercial banks in Bujumbura (Adjusted R2=0.147, p=0.000). Similarly, the study revealed that operational strategy significantly affects the financial performance of foreign commercial banks in Bujumbura (Adjusted R2=0.229, p=0.000). The study concluded that corporate strategies significantly affect financial performance. The study made the following recommendations: management of foreign commercial banks should employ the use of a total quality management system, should make use of a customer relationship management system, should employ advanced and constant methods of market research, and continuously develop new processes of delivering quality services to their customers.