Customer Relationship Management Systems Research Articles

Competency Development of Quality Control in Automotive Companies to Improve Service Quality

The QC team provides innovation improvement ideas conducted by other departments until the output is produced perfectly using the concept of Plan-Do-Check-Action (PDCA), while the QC function in the context of sales and after-sales here is to control the service process of each dealer to comply with company standards. QC team must have a qualified knowledge and ability which described the ability including providing services, responsive, trustworthy and have empathy in running relationships in the team and consumers. One of the techniques that can be used today for Quality Control Sales and After Sales is the technology called Customer Relationship Management system (CRMs) which will facilitate qc work in terms of fulfilling the components of PDCA. Therefore, each QC team must have the appropriate level of education qualifications, technological operating skills and analytical power to be able to affect the productivity of the company.

CRM system and potential customer loyalty trends: Some evidence of customer engagement

This present paper aims to validate the relationship between loyalty programs and to recognize the value of implementing CRM systems by the dimensions of CRM realize and commercial banks. This article also presents an emerging CRM research literature as CRM's customer-focused component, investigating the relationship between CRM and customer loyalty. By implementing robust information management, CRM aims to improve customer interactions through a portfolio of trust-building activities. Simultaneously, most CRM literature focuses on banks designing and executing CRM initiatives. The current research explored various customer loyalty determinants but pay less attention to understanding the relationship between product dimensions and fundamental loyalty mechanisms. The study used both quantitative and qualitative data, focusing on Saudi banks' CRM dimensions and customer loyalty. The Data were collected using surveys and interviews. The finding of this study indicates that the basis of the relationship between the bank and customers is the element of credibility and security privacy and confidentiality of information. However, customer acquisition practiced more than preserving customers (contact, quality of service, market response). Building relationships with them, so the Bank services focused on the retention customers and building relationships with them in the short term, because it is a Less cost, and ameliorate part of customer segmentation actual and potential market of banks on the long term strategy. The study enriches the banking literature on how to implement customer relationship management (CRM) in financial institutions. This topic has not been discussed mainly in the Middle East except in a few studies. Despite the challenges facing banks in light of the spread of Fintech companies and their repercussions on banks operating in the region.

Assessment of the implementation of customer relationship management systems to support the competitive advantage of the company

The purpose of this study is to look for factors, indicators, and build a model of readiness for effective and efficient implementation in order to answer the problems that arise at PT XYZ related to the readiness of Customer Relationship Management (CRM) implementation. The research method used is the method of collecting data by observing, interviewing, and distributing questionnaires to respondents using the CRM Value Chain theory as a conceptual framework and the research method used in this research is factor analysis to process data obtained from questionnaires. In this study managed to get new factors along with the constituent indicators of these factors as well as an ideal readiness model. It can be concluded that factors related to the readiness of implementing Customer Relationship Management among others are Customer Service Information, Customer Relations Value, Lack of Service and Communication.

Adoption of artificial intelligence-integrated CRM systems in agile organizations in India

Artificial intelligence integrated with customer relationship management (CRM) systems has revolutionized organizations’ means of analyzing their huge volumes of customer data. To effectively respond to and manage the opportunities and challenges that arise from this, organizations are developing competencies and processes that evolve their agility, fine-tuning them to the artificial intelligence customer service system (AICS) and wider digitalization setting. In this context, this study identifies the factors impacting the adoption of an AI-integrated CRM system (AICS) in agile organizations as a part of their digitalization strategy. Methodologically, the research builds its theoretical foundation on extant works to develop hypotheses and a corresponding conceptual model. The model is quantitatively validated through a survey across the spectrum of Indian companies, following expert-based pretesting and pilot testing, and subsequently it is statistically tested using the partial least squares structural equation modeling (PLS-SEM) technique. The results, contextualized against the backdrop of organizational agility, identify and elucidate the relationship between stakeholders and perceived value and easiness of AICS, between employee trust and attitude, and the influence of attitude and behavioral intention as key mediators towards AICS adoption. The findings are conclusively transcribed into tangible implications for practice and explicit avenues for future research.

Role of psychological and technological attributes on customer conversion to use food ordering apps

PurposeToday the mobile apps are helping customers in every means of their life by exploring information related to electronic items and even for food items also. Therefore, the main aim of this study is to examine the influencing role of psychological and technological attributes on customer conversion to use food ordering apps.Design/methodology/approachConvenience sampling method was used to collect responses from the customer's age between 18 and 35 years to get more representation of society. 374 customer's data has been used for structural equation model analysis with the help of SmartPLS 3.0 and SPSS-20 software.FindingsFindings showed that customer conversions are positively influenced by perceived ease of use, perceived usefulness, perceived incentives, perceived information, customer relationship management and order management system. In contrast, the perceived price and visual design show insignificant influence.Research limitations/implicationsResearch outcome provides some valuable insights to provide direction to all online food aggregators to design their apps according to customers need. Thus, the authentic customer reviews and the facility of providing feedbacks are very fruitful for attracting new user while using and placing orders through theses apps.Practical implicationsStudy suggested that observing satisfaction and dissatisfaction levels of the customer helps in enhancing the facilities of food ordering apps, so that the customer would enjoy the whole order process seamlessly, which automatically leads to customer conversions.Originality/valueMajor contribution of this study is the empirical analysis of psychological and technological attributes on customer's conversion towards food ordering app.

Customer Relationship Management Menggunakan Metode Prototyping Untuk Produk Pembiayaan BPRS Al-Salam

BPRS Al Salam is a Sharia Micro Finance Institution (LKMS) that already has many customers, especially in financing products. However, in the manual funding application, the customer must come to BPRS Al Salaam, this is very troublesome for customers who want to apply for financing. Financing type marketing media still uses brochures, there is no easily accessible media to find out information on customer financing data such as financing status, payment maturity from financing transactions and the absence of a special forum for communication between BPRS and customers. To improve service to customers of BPRS is the application of the concept of customer relationship management (CRM). The purpose of this study is to design a CRM for financing products in order to improve service to customers. The system development method uses the Prototyping method. Tools in designing systems using UML include usecase diagrams, narrative usecase, activity diagrams, sequence diagrams, and class diagrams. Whereas system programming uses PHP and MySQL database, system testing with user acceptance test (UAT) methods. The results of this study resulted in a CRMS (customer relationship management system) developed with the Kalakota and Robinson approach that would produce a system that was in accordance with the needs of the organization and concluded that 80% of users agreed that the BPRS interface and application features were made in accordance with desires.

Cloud Based Extensible Business Management Suite and Data Predictions

Introduction: The present research work was carried out using an enhanced market prediction algorithm in the cloud-based business, handing out the CRM system. The approach that is being predicted will handle and forecast the business with a higher degree of precision and constancy, the outcome solution of which is found to be compatible with any organization. Methods: The CRM framework was proposed in order to overcome the lack of multi-module integration and functionalities. The developed application is a complete tool for the purpose of managing the business over cloud. The business owner can host this application on any user interface PHP- and MySQL-enabled server. An optimized regression model was developed to predict the future of business and relationship with the customer. For the experimental test, a sample dataset was collected from the UCI machine learning repository. Results: The proposed prediction algorithm is an extension of the time series–based forecasting model. The projected system is tested with the income and expense cluster data of one year that were projected for analysis and the result shows better accuracy and constancy than the traditional opportunity creation driven model. Conclusion: It has been observed that the proposed Cloud-Based CRM Framework supports the organizations to achieve business predictions and maintain healthy relations with their clients and has worked best for the companies that have to maintain customer end relations. In addition, the customized CRM tool helps business managers and entrepreneurs to define innovative business strategies. The CRM application influences customer satisfaction on a large scale and is dominant for the supply chain system. Overall, the business model indicates that corporate organizations could grab business insights in a cost-efficient way with upcoming forecasting of sales. Discussion: Customer Relationship Management (CRM) is a technology used by the corporate sector to manage potential customers and their experiences in the view of the seller to consumer through purchase and post-purchase. In this era of advanced information technology, the sales departments of multi-product and service-end businesses are struggling hard in order to attain the signal view of the business. The key criterion for business-boosting decisions includes a single dashboard interface with a description of relevant information. The biggest challenge for businesses with umbrella views is to combine the data from various places and obtain market forecasts from the description. The deficiency in data collection and group management causes market loss or a lack of consumer interest in the product.

Customer Relationship Management (CRM) Analysis and Design to Provide Customer Service in The Culinary Field (Case Study Restaurant XYZ)

There has been a lot of discussion regarding Customer Relationship Management (CRM) in recent years, where the CRM function to provide customer service in the culinary field has been widely applied by culinary business entrepreneurs. Restaurant XYZ, which started the culinary business in 2018, will design a CRM system to improve service to its customers, this is because it has not been optimal in the process of providing services to its customers. Before doing the design, an analysis phase is needed which is carried out using the Fishbone Method, this method is expected to help in analyzing the constraints and needs of the Restaurant XYZ in the best CRM design. The design using the Diagram Unified Modeling Language (UML) and User Centered Design (UCD) approach, is expected to create a CRM system as expected by the owner of Restaurant XYZ. The CRM that has been planned is expected to help the owner in providing services to Restaurant XYZ customers.

Research on Customer Relationship Management in E-commerce Environment

with the rapid development of e-commerce, many changes have taken place in customer relationship management under the environment of e-commerce. From this point on, this paper analyzes the requirements and characteristics of customer relationship management system in e-commerce environment, and discusses how to effectively integrate customer relationship management system with other information systems to better meet customer needs.

Customer Relationship Management System And The Development Of Customer Culture In Moroccan Banks: Case Of Alpha, Beta And Gamma

Can we consider customer culture as a prerequisite for the CRM success? This is the core proposition of this research, which aims to study customer culture as a determining variable in CRM projects on one hand, and to analyze the impact of these projects on the development of customer culture in three Moroccan banks on the other hand. The first proposition illustrates the first meaning of the relationship by studying the impact of a CRM project on the development of customer culture. The second illustrates the other meaning namely the role of customer culture in the implementation of a CRM project. In order to analyze these proposals from an empirical point of view, we chose to conduct a qualitative survey via semi-structured interviews with CRM project actors in three Moroccan banks: Alpha, Beta, Gamma.

Impact of the CRM System and Time Management on Organizational Effectiveness and Performance: Case Study of an E-Commerce Micro Enterprise

Purpose: The main goal of the study is to examine the impact of the implementation of the Customer Relationship Management (CRM) system and Time Management (TM) tools on organizational effectiveness and performance (OEP). A literature review provides the background for presenting the results of own research performed for an e-commerce microenterprise. Design/Approach/Methodology: The empirical research involved a case study with the use of participant observation method and direct unstructured interview. The participant observation results were compared with the results of a direct interview with the CEO of the company and discussed against the background of the research results in the literature. Findings: The research has shown a significant impact of the CRM system on increasing the OEP. There were also differences in the perception of TM's impact on the OEP, the people who did not have TM tools in place used the CRM less and were not able to benefit from the CRM potential. It also became one of the reasons for the failure of the first CRM implementation in the company. In addition, the lack of knowledge of IT management support tools, training, as well as the non-intuitive nature of the CRM system resulted in barriers preventing a further use of the system. Practical Implications: The results indicate what TM functions of the CRM system can be useful to improve the work organization and to increase the OEP of a micro enterprise. Originality/Value: The impact of the simultaneous use of the CRM system and TM tools on OEP has not been described in the literature. The previous studies concerned mainly the impact of the CRM on organizational performance or the TM on the sales team's perfor-mance. No article was devoted to the application of CRM and/or TM in a micro¬enter¬prise. The value of the article results from pointing out the synergy effect from the com¬bination of CRM and TM tools.

The Effect of Customer Relationship Management System on Customer Satisfaction

With contemporary technology, companies comprehend the need for a technological tool to direct their businesses relationships with customers. CRM system one of the modern inventions of technology that assist businesses to manage their information and to offer companies the whole view of each customer. This study used quantitative statistical methods to investigate the potential effect of the predictor CRM system on the criterion variable of customer satisfaction. The research provided a new survey instrument to assess the value-added of CRM systems in small- to medium-size companies in the United State (US) in terms of customer satisfaction. The findings of this study concluded that the utilize of CRM systems in business could improve customer satisfaction because customers become willing to purchase repeatedly, try the companies' other products or services, and eager to bring a new customer to the company.

Impact of total quality management factors on knowledge creation in the organizations of Bangladesh

PurposeTotal quality management (TQM) and knowledge management (KM) are two similar and complementary management philosophies synergistic combinations that can form a cycle of improvement and development. This paper aims to investigate the impact of TQM factors on knowledge creation in the organizations of Bangladesh.Design/methodology/approachA list of TQM factors was identified through reviewing the relevant literature. Knowledge creation was analyzed through the framework proposed by Nonaka and Takeuchi (1995). Data were collected through a self-administered questionnaire survey among 450 top and mid-level managers of the organizations. A quantitative research approach, namely, structural equation modeling (SEM) was used in the study. The data were analyzed in SmartPLS 3.FindingsFrom the study, it is found that a positive and significant relationship exists between leadership, employee empowerment, benchmarking, customer focus and information technology with the knowledge creation process and four knowledge conversion modes. In contrast, a negative and significant relationship has been found between employee training and continuous improvement with the knowledge creation process and three knowledge conversion modes.Research limitations/implicationsPrevious researches in Bangladesh empirically validated the effect of TQM on organizational performance, competitive advantage, financial performance, market performance and productivity. But, no such study was undertaken to empirically validate the effect of TQM on knowledge creation process for organizations of Bangladesh. Here, the study has a unique contribution. The empirical support for the hypotheses to explain and predict the contribution of the TQM in promoting knowledge creation.Practical implicationsThe findings highlight the role of leadership practices. Organizational leadership needs to focus more on following issues: gathering required knowledge from the superior sources; transforming prevailing knowledge into a meaningful format to perform activities in better and innovative ways; employing opinions from experiences; facilitating mechanism for employees to update their knowledge; creating a virtual network; implementing customer relationship management system and providing tools and technologies to employees for performing KM activities more efficiently. On the other hand, negative effect of employee training and continuous improvement on knowledge creation sheds light on understanding the reasons for this kind of relationship and formulating effective strategies to resolve problems inside the organizations. In this regard, employees need to be well equipped through regular and appropriate training. Also, employees need to use problem-solving approach to identify problems inside the organizational system thereby availing opportunities for continuous improvement.Originality/valueThis study was conducted to identify factors that enable knowledge creation in organizations from developing countries like Bangladesh. TQM has been adopted in many organizations. But, its effect was mostly measured to determine its impact on improving organizational performance or competitiveness or identifying its critical success factors of implementation. Hence, this study sheds light on identifying the effect of TQM from a new perspective.

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences between Face-To-Face and Virtual Channels

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We approach these issues by investigating the concept of infusion use, defined as CS employees’ assessment of the extent to which they use a CRM system to its fullest potential to best support their work in the CRM-enabled service interaction context. Drawing on the IS success framework and expectation confirmation theory, we first formulate a baseline model that explains the direct and indirect mechanisms through which CS employees’ infusion use of CRM systems leads to customers’ expectation confirmation, which in turn affects customers’ satisfaction. We then draw on the lenses of media richness and communication adaptation to theorize why these two mechanisms exert differential influence in face-to-face and virtual channels. We test the hypotheses by collecting multi-wave data from CS employees, customers, and firm archives of a Fortune 500 telecom service firm. We find that (1) CS employee infusion use can directly contribute to customer expectation confirmation and indirectly do so through CS employees’ satisfaction with the system (i.e., user satisfaction), and (2) the direct mechanism plays a more critical role in the face-to-face channel, whereas the indirect mechanism is more important in the virtual channel. Our findings inform managers of the avenues through which employees’ infusion use promotes CRM-enabled service success across face-to-face and virtual service channels.

PENGEMBANGAN SISTEM CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS WEB PADA PT. TERUS MEGA TARA JAKARTA

This study aims to develop a web-based CRM (Customer Relationship Management) system at the company PT. Terus Mega Tara authorized agent of AIWA electronic products. To improve service to customers and establish relationships with customers which have been done manually, it is necessary to build a web-based CRM media that can make it easier for customers to obtain the information services needed without the need to spend a lot of time and money visiting the company concerned This web-based CRM system can increase customer loyalty, provide customer satisfaction and increase the company's business opportunities in facing increasingly advanced business competition. With the existence of a web-based Customer Relationship Management (CRM) system at PT. Terus Mega Tara enables companies to improve services to their customers. Keywords: Product-Driven Company, Customer-Driven Company, CRM, Web

CRM to Support International Relationships in a Global Society

Research background: Competitive pressure and high customer expectations lead to the use of new innovations for communication with customers. In many cases, this communication is based on CRM systems. CRM systems have great capabilities, but the current problem is evident in the difficulty of choosing the optimal CRM for small businesses due to doubts about unexpected needs (such as human sources, necessary hardware and software, finances and time). Purpose of the article: The aim of this paper is to support optimal customer contact through better CRM (Customer Relationship Management) implementation in a global society. The purpose of this article is to determine the necessary metrics (not just tough financial issues) to know the preferences for CRM with their weights. This information shows the possibilities of choosing the optimal CRM systems for business support to be improved in terms of automation and social media integration. Methods: The method solution is based on a review of the literature, specification of suitable metrics such as automation, cloud, free access, mobile access, segmentation, social media integration, and templates. The following data collection is the basis for a discussion on the possibilities of CRM implementation. Findings & Value added: The findings are based on the results of multidimensional decision making, which uses a comparison of selected criteria (such as the Fuller’s triangle). The value added is visible in the recommendation on how to choose a CRM system for small business to share the necessary information between marketers and customers through social networks to build a brand.

ВИКОРИСТАННЯ ПРОГРАМНОГО ЗАБЕЗПЕЧЕННЯ ASOFT CRM ДЛЯ ОПТИМІЗАЦІЇ БІЗНЕС-ПРОЦЕСІВ

This article reveals the importance of CRM-systems as a customer-oriented concept of doing business, the relevance of their implementation in order to standardize the work of staff with customers and automate production, marketing, sales and management operations. The functional capabilities of both CRM-systems as a whole for the company and for individual business processes, the effectiveness of which directly depends on the systematization and streamlining of the enterprise. The need for the implementation of CRM-systems in companies is objectively assessed, due to the provision of this type of systems to improve the quality of customer service, reduce labor costs for processing, analysis and adaptation of information. The need of Ukrainian enterprises in the implementation of CRM-systems as an innovative product that increases the competitiveness of modern enterprises is described. Based on the positive impact of CRM on the life of the organization in today's market, a list of opportunities for total control of the transaction with the client, on whose loyalty the success of any company depends. The article considers the CRM system as a factor in increasing the competitiveness of the organization. Emphasis is placed on the main tools of the CRM system, which allow to increase productivity and optimize the product portfolio of the enterprise. The efficiency and application of CRM-systems for business management, organization of business processes of economic entities are determined. The basic principles, conditions and features of effective implementation of CRM-systems are revealed. The CRM system as a type of software is the most relevant tool for working with clients and directly with databases, which fully corresponds to the modern need for innovation. The article gives the concept of CRM-system, describes its tasks and functions. The article considers modern CRM-systems (application software, customer relationship management system) as an innovative tool to increase the competitiveness of the organization. All the functionality of CRM-systems was also considered on a separate example of the application "ASOFT CRM".

Використання програмного забезпечення Sitniks CRM у дрібному товарному бізнесі

The article is aimed at defining the feasibility of using the Sitniks CRM software for small commodity businesses, examining its compliance with the standard and the main competitive advantages among such products. Analyzing and generaling the scientific works of many scholars, the positive impact of high-quality information provision on the activities of the enterprise is proved. However, despite the obvious benefit of using automation systems, a bigger share of Ukrainian entrepreneurs do not use CRM systems (Customer Relationship Management systems) either due to lack of awareness or unsuccessful implementation experience. The article uses comparative and matrix analyses. A comparative analysis of competitors shows that the researched CRM system stands out among others with a high level of flexibility and personalization, which is the main advantage of this software. During the SWOT analysis, the factors influencing the development of the company were worked out in detail. It is found that the main drawback of this software is a relatively long implementation period, and its capabilities and threats are, accordingly, scaling and increasing competitors in a niche. It is concluded that the Sitniks CRM system is not just a system for simplifying and automating business processes, but a platform that has sufficiently powerful functionality due to customization, integration, tracking capabilities and ease of use. The implementation of this software will lead the company to increase productivity, allowing to effectively plan and control, as well as establish strong relationships with customers.

Benefits of using CRM (Customer Relationship Management) by Accounting Services Providers

Accountants as service providers, offer services consisting of analysis of the profitability of their own clients. However, accountants, with the organizational forms they operate through, are also profit-oriented entities. In order to properly position on the market, accountants are forced to find ways, methods or technologies that would improve the service they offer to the clients. The concept of CRM (Customer Relationship Management) will be presented as a comprehensive business philosophy that enables the improvement of the relationship between the provider and the user of accounting services. CRM systems are a synthesis of software and business philosophy that focus on the specific customer requirements. Recognizing the benefits offered by these systems allows accounting service providers to obtain relevant information about their clients' characteristics. This allows to offer added value to the services, increasing the loyalty of existing customers, it also enables opportunity to develop a strategy to attract new customers, which could ultimately result in increasing the profitability of companies that provide accounting services.  

CRM as a tool to maintain the competitiveness of enterprises in the global digital economy

Research background: Globalization is characterized by the interconnection of national economies, which may be more vulnerable in this way. Economic and social shocks caused by the global nature of the socio-economic environment have now shown, especially in connection with covid19, the need for a deeper focus of companies on customers. Purpose of the article: The need for communication, the search for new market opportunities, and the resumption of production in the post-crisis period could be significantly affected by the use of digital technologies aimed at clients and customers. The ongoing research “Application of systems for customer relationship management in the environment of small and medium-sized enterprises” has shown that customer orientation can be significantly supported and streamlined by using Customer relationship management (CRM) systems. The paper compares the use of CRM in EU countries and identifies critical points. Methods: Using methods of system analysis, especially mathematical prediction, statistical methods, and multicriteria analysis, the use of CRM in EU countries is compared in relation to selected factors of the digital economy. Findings & Value added: Years with major declines and disproportions have been identified. The declines in developed economies (Germany, France, Austria etc.) in 2019 are specific, related mainly to the use of new forms of customer service. It turns out that although companies are streamlining their marketing efforts through CRM and focusing on maximizing potential through customers, CRM is only an integral part of ICT and can be replaced in the global environment by other tools of the digital economy.