Operational Customer Relationship Management Research Articles

Operational Customer Relationship Management (Crm) Application To Improve Customer Satisfaction Web-Based Customer Satisfaction

Operational Customer Relationship Management (Crm) Application To Improve Customer Satisfaction Web-Based Customer Satisfaction

CRM impact on customer satisfaction in Islamic-based hotels: exploring a mediation model

Purpose This study aims to examine the relationship between operational CRM technologies, human CRM resources, organizational CRM resources and customer satisfaction toward Islamic-based hotels in Indonesia. The role of customer knowledge is examined as the moderating variable in each relationship, intertwining both independent and dependent variables. Design/methodology/approach This study adopts a quantitative deductive approach. Descriptive and other statistical analyses, namely, confirmatory factor analysis and structural equation model of Smart partial least squares, are used. The questionnaires are disseminated to employees of 24 Islamic-based hotels located in Indonesia. The selection of 136 respondents is made using the stratified sampling technique. Findings The results established that the three variables of technological resources, human resources and organizational resources have a positive and significant effect on customer satisfaction. Next, customer knowledge moderates the effect of technological resources, human resources and organizational resources on customer satisfaction insignificantly. Originality/value This study highlighted the role of the newly adopted customer knowledge as a moderating factor in the relationship between the three components of CRM and customer satisfaction in a vulnerable industry (hotels, especially the Islamic-based one) in a developing country.

B2B CRM Strategy Design Guiding Principle: Study Case of Det-Urgent Company

Det-Urgent company wants to assess CRM B2B strategy in Det-Urgent’s approach to B2B at their early stage before selling their products. In this research the CRM strategy is being designed, and the outcome of the research is to find out the most suitable CRM implementation design strategy for Det-Urgent. Starts by examining previous studies that had applied the CRM strategy with a theoretical basis for the literature review to support and act as the basis for making the right design concept, then small surveys and interviews were used as a mix method, which are qualitative and quantitative. Finally, the study concludes with conclusions and recommendations. The result is a CRM design guideline that is most suitable for Det-Urgent in dealing with its customers from the results of the 4 stages that have been carried out. For the recommendations, this CRM design can still be developed by continuing research to implement Operational and Analytical CRM, because here the researcher only carries out the strategic CRM stage. And the results found are applied at an early stage, but when the company starts to grow it needs to be adjusted so that there are improvements.

Customer Relationship Management PT Agrapana Wukir Panca

Customer Relationship Management (CRM) is a process in building and improving company and customer relationships with the aim of increasing customer loyalty to purchases. This research uses the documentation method. The documentation method is a source of data in the form of sources from images or videos, works, and written things that can provide information. Based on the research results, PT Agrapana Wukir Panca is a company whose legalization status is still in the form of a Trade Unit, therefore Customer Relationship Management is needed. Customer Relationship Management itself is a process in improving or building relationships between companies and customers, to instill customer loyalty in making purchases. The component frameworks for Customer Relationship Management are operational CRM, analytical CRM, and collaborative CRM. The conclusion of this study is that Customer Relationship Management (CRM) has a framework of components and approaches that companies can take to maintain and develop customer relationships. And has benefits including: Encouraging customer loyalty, reducing costs, increasing operational efficiency, increasing time to market, and increasing revenue.

Customer Relationship Management PT Agrapana Wukir Panca

Customer Relationship Management (CRM) is a process in building and improving company and customer relationships with the aim of increasing customer loyalty to purchases. This research uses the documentation method. The documentation method is a source of data in the form of sources from images or videos, works, and written things that can provide information. Based on the research results, PT Agrapana Wukir Panca is a company whose legalization status is still in the form of a Trade Unit, therefore Customer Relationship Management is needed. Customer Relationship Management itself is a process in improving or building relationships between companies and customers, to instill customer loyalty in making purchases. The component frameworks for Customer Relationship Management are operational CRM, analytical CRM, and collaborative CRM. The conclusion of this study is that Customer Relationship Management (CRM) has a framework of components and approaches that companies can take to maintain and develop customer relationships. And has benefits including: Encouraging customer loyalty, reducing costs, increasing operational efficiency, increasing time to market, and increasing revenue.

Data-driven strategies in operation management: mining user-generated content in Twitter

In recent years, the business ecosystem has focused on understanding new ways of automating, collecting, and analyzing data in order to improve products and business models. These actions allow operations management to improve prediction, value creation, optimization, and automatization. In this study, we develop a novel methodology based on data-mining techniques and apply it to identify insights regarding the characteristics of new business models in operations management. The data analyzed in the present study are user-generated content from Twitter. The results are validated using the methods based on Computer-Aided Text Analysis. Specifically, a sentimental analysis with TextBlob on which experiments are performed using vector classifier, multinomial naïve Bayes, logistic regression, and random forest classifier is used. Then, a Latent Dirichlet Allocation is applied to separate the sample into topics based on sentiments to calculate keyness and p-value. Finally, these results are analyzed with a textual analysis developed in Python. Based on the results, we identify 8 topics, of which 5 are positive (Automation, Data, Forecasting, Mobile accessibility and Employee experiences), 1 topic is negative (Intelligence Security), and 2 topics are neutral (Operational CRM, Digital teams). The paper concludes with a discussion of the main characteristics of the business models in the OM sector that use DDI. In addition, we formulate 26 research questions to be explored in future studies.

The effect of digital marketing on the management of relationships with university students in times of Covid-19

The present study's main objective was to analyze and determine the impact of digital marketing on the management of relationships with university students in times of Covid-19. The study was conducted from a quantitative approach, with a non-experimental transactional correlational transactional research design. A questionnaire was applied to 400 students aged 18 to 37 years belonging to the Continental University of the city of Huancayo in Peru. The analysis of the results was developed through a data structure and tabulation model with the SmartPLS3 program and it was obtained that Content Marketing has a significant influence on the operational management of customer relationships (p<0.05), as well as on the analytical and collaborative management of customer relationships. As for Social Media Marketing, it was identified that it has a significant influence on operational customer relationship management (p<0.05), as well as on analytical and collaborative customer relationship management, due to the fact that the digital media used by Continental University are attractive to parents and families. It is concluded that Digital Marketing has a great impact on the management of relationships with students of the Continental University in the city of Huancayo in Peru.

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.

The impact of analytical CRM on strategic CRM, operational CRM and customer satisfaction: Empirical study on commercial banks

The aim of this study is to identify the effect of the analytical customer relationship management (CRM) on strategic CRM, operational CRM and customer satisfaction. Data collected from a sample consisted of 150 managers of managers in commercial banks using a questionnaire. The results accepted the hypotheses that analytical CRM is positively related to both strategic CRM and operational CRM, which in turn show significant effects on customer satisfaction. Analytical CRM had no significant direct effect on customer satisfaction, but through strategic CRM and operational CRM. Such results indicated that strategic CRM and operational CRM had a full mediation role between the analytical CRM and customer satisfaction. It was concluded based on these results that CRM components, i.e., analytical, strategic and operational CRM are all critical in ensuring customer satisfaction. Therefore, banks should consider all these components in designing their CRM programs.

OPERATIONAL CRM AND AND ITS APPLICATION

OPERATIONAL CRM AND AND ITS APPLICATION

OPERATIONAL CRM AND AND ITS APPLICATION

OPERATIONAL CRM AND AND ITS APPLICATION

RANCANG BANGUN SISTEM INFORMASI PENJUALAN PAKAIAN BERBASIS WEB PADA DISTRO CHANNEL CIREBON DENGAN METODE CRM OPERASIONAL (STUDI KASUS : DISTRO CHANNEL)

Distro Channel is located on Jalan Raya Letjend S Parman, Pabuaran Cirebon. At this time, Distro Channel only markets its products around Pabuaran. Efforts to get new entrants depend on the participation of old customers to spread information about the Distro Channel to other prospective customers. This becomes less effective in terms of time and it can result in a greater risk of losing customers. This study aims to create an information system that implements operational CRM methods so that customers can make product purchases as desired by accessing the Distro Channel website. This research uses the waterfall system development method. The stages of this waterfall are analyzing system requirements, making system design, implementing system, testing and operating and maintaining system. The implementation of CRM that is applied in the Distro Channel, namely giving points in accordance with the provisions will get 1 point for multiples of spending Rp. 65,000, - points with a certain amount can be exchanged with the promo product points that have been provided, these points can be used as a discount of Rp. 1,000, -. The application of CRM in this system is expected to be able to improve services so that it impacts on increasing customer loyalty.� Keywords: Information Systems, Distribution Channel, operational CRM, Waterfall, Sales Website, customer loyalty, points

Operational Customer Relationship Management Pada Sari Good Bakery

Current customer service at Sari Good Bakery is still done simply. Product promotion is done by placing banners on their store, then doing promotion by word of mouth so that products tend to be only known by the people around the store and the promotion tend to flow slowly. Then to deliver customer comments through face to face directly or by telephone or SMS. This method sometimes results in forgotten comments due to unavailability of facilities to accommodate these comments so it has potential of customers decreases. The solution to overcome this problem is by building Operational Customer Relationship Management. The method used in this research is a descriptive qualitative method by doing interviews and observations. This Operational CRM uses the Object Oriented Programming approach and uses prototype development methods. Operational CRM that is built can improve customer service such as conducting promotions widely and storing feedback on the website.

PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SEBAGAI UPAYA MENINGKATKAN KEPUASAN DAN LOYALITAS PELANGGAN PADA GELORA MUKTI SPORT BERBASIS WEB

Gelora Mukti Sport still uses a conventional system in managing its products and customers. Conventional system causes inaccuracies in managing data item data, inventory and customer data. Increasig loyalty is done by providing good service. This study aims to increase consumer loyalty through the application of CRM. This study uses waterfall as method of developing system. The stages of the waterfall are analyzing system requirements, making system design, implementing systems, testing and operating and maintaining the system. The form of implementation of CRM applied at Gelora Mukti Sport is by giving discounts on certain days, giving points provided that they will get 10 points for one transaction, points with a certain amount can be exchanged for products or vouchers that have been provided, vouchers can be used to deduct the total amount of payment, and wallet is useful for payment of product orders where the wallet is obtained from refunds and means of criticism to provide criticism or suggestions for the Gelora Mukti Sport store. The application of CRM in this system is expected to be able to improve service so that it impacts on the increase of consumer loyalty.Keyword : Gelora Mukti Sport, operational CRM, Waterfall, loyalty, discounts, vouchers, wallet, web, customers

The Core Components and Types of CRM

This paper highlights the influence of knowledge on the customer relationship as the fourth core component of the CRM components which are technology, people and business processes. The fourth component emerges as a result of the advancement in technology, telecommunications, and the excess in customer information in the era of information. Moreover, this paper highlights the new fifth type of CRM namely “Showroom CRM”. Besides, the other CRM types are strategic CRM, Operational CRM, Analytical CRM and Collaborative CRM. The fifth type is a comprehensive business framework which includes the structure of the other types of CRM. Moreover, the researcher surveyed the web and listed a 250 CRM system packages and programs available in the software market. The summary and classification of the 250 CRM system is given in table (1) of appendix A of the study.

Clarifying the effect of customer knowledge management to improve business performance of banks: considering the role of electronic customer relationship management

All companies need to create a better and more powerful customer knowledge management for improving customer satisfaction and business performance. A number of studies have examined the positive effects that customer knowledge management may have on business performance, and the positive effects that customer relationship management may have on business performance. But the main objective of this study is to evaluate the role of electronic customer relationship management on relationship between customer knowledge management and business performance. The research population is Mellat Bank's clients in Tehran. For data analysis, structural equation modelling is used. The results showed that customer knowledge management and electronic customer relationship management are affecting direct factors on business performance. Also, there is indirect effect between customer knowledge management and business performance through electronic customer relationship management. On the other hand, both analytical and operational customer relationship management have effect on business performance.

Implementasi Customer Relationship Management (CRM) Pada Penerimaan Siswa Baru (Studi Kasus di Pondok Pesantren Darussalam Kabupaten Garut)

Along the tight competition in education field, especially the recruitment of students, the school manager faces problem in making right decision. In addition, to maintain the potential learners, it also needs an effort to get new learners through best strategies of school promotion. Therefore, improving service quality to win promotion competition is very important to do.One of methods in improving service towards customer is �customer relationship management (CRM), as a comprehensive business strategy of a company that enables the enterprise to manage customer relationships effectively, in this research, the writer uses Operational Customer Relationship Management. Whereas the method of system development used is Waterfall method.The system is built as a base Web to expand the spread of online new student enrollment information, so this programme is potentially to get new learners, the system was built as a web based, it uses PHP programming language and MySQL as data storage media and SMS Gateway as a support system in facilitating the students� and parents�services, testing methods also used black box & white box testing. This system can be used by 4 access, they are students, parents, New Students enrollment �committee and head devision of TMI.Using computer technology, Customer Relationship Management (CRM) is more developed and wider system because using CRM can keep the customers of the existing learners, the recruitment of new learners, the faster responses to learners� parents, and so on.Keywords: Online New Student Registration, Customer Relationship Management (CRM) Operational, Waterfall, Web

Intelligent Business Processes in CRM

Customer relationship management (CRM) is becoming a critical source of competitive advantage for businesses today. However, many CRM business processes are deficient and inflexible. For example, many customers are dissatisfied with complaint management. Still, companies seldom systematically adapt the complaint management process. In theory, operational and analytical CRM form a closed loop: analytical CRM uses business intelligence (BI) tools to analyze operational data and the knowledge gained is used for continual optimization of operations. One special approach in establishing this loop is to continually support decision points in operational processes with knowledge from BI. In this way, the use of BI becomes an integral part of business processes, which are then referred to as intelligent business processes. However, in CRM not much is known about this approach. Based on an extensive review of the literature, the study explores the state of theory and practice in the field of intelligent business processes in CRM, with special attention to complaint management because of its considerable importance and application potential. In particular, the conceptual framework of intelligent business processes in CRM is depicted and two implementation options are identified: embedded intelligence and business rules. Focusing on complaint management, evidence on intelligent business processes is systematically documented, weak points are identified, and a research agenda for the shift to more intelligent processes is presented.

ROI for a Customer Relationship Management Initiative at GST

In this return on investment (ROI) for customer relationship management (CRM) case scenario, students must calculate the ROI for analytic CRM enabled by an enterprise data warehouse. The case is based upon a real-life consulting engagement with a major Fortune 100 telecommunications company. In this case the executive management team's strategic objective is to grow the customer base by 5 percent annually by customer acquisition. The internal rate of return calculated from the data given in the case is more than 800 percent for one year, and sensitivity analysis shows this is a robust projection, suggesting it should be funded without question. However, the strategy of the firm is customer acquisition in an environment of high customer churn. As a result of these dynamics, the revenues and net income of the firm are actually decreasing by hundreds of millions of dollars each year. A better solution would realize that the executive team has the incorrect strategic objective. Customer acquisition is the wrong approach in an environment of high customer churn and executives should focus on customer retention and cross-sell and up-sell to high-value customers. The case discussion therefore takes students beyond CRM ROI to focuses on the key strategic concepts of customer relationship management.Students learn how to calculate return on investment (ROI) for analytic customer relationship management (CRM) initiatives. The case also discusses in detail the difference between operational CRM and analytic CRM. The case solution is relatively straightforward with a very good ROI. However, the true learning of the case is for students to understand the strategic context of analytic CRM and to question assumptions in any ROI model.

PERANCANGAN CUSTOMER RELATIONSHIP MANAGEMENT PADA KLINIK (Studi Kasus: Klinik Pratama Nusa Medika Meritjan)

Pratama Nusa Medika Clinic is a clinic that specialized in health services. This clinic requires a web-based CRM application to solve the problems in serving patients who still use manual processes. Before the CRM application is designed, the authors analyze the first to collect data and information using operational CRM and Gartner. Having analyzed then the application is designed and then produced a prototype based CRM website. Results obtained from this research is to implement a web-based CRM application in the clinic, can facilitate the clinic manage all business processes running, so established a good relationship between the patients with the clinic with twoway communication