Relational Management System Research Articles

DEVELOPMENT AND IMPLEMENTATION OF CUSTOMER RELATIONSHIP INFORMATION MANAGEMENT SYSTEM

The article analyzes the state of the problem of developing and implementing a customer relationship management system. Features of the concept of "customer relationship management system" are considered. The authors performed an analysis of the developed system and its implementation in the field of professional development of IT professionals. Possibilities of intensification of information process development in the field of professional development of IT specialists are shown and analyzed. A database has been developed to solve the problem of software in the field of professional development of IT professionals.

Past, present and future of research in relationship marketing - a machine learning perspective

PurposeThis paper aims to take stock of research done in the domain of relationship marketing (RM). Additionally, this article aims to identify the potential areas of future research.Design/methodology/approachThe authors have used machine learning-based structural topic modelling using R-software to analyse the dataset of 1,905 RM articles published between 1978 and 2020.FindingsStructural topic modeling (STM) analysis led to identifying 14 topics, out of which 7 (viz. customer loyalty, customer relationship management systems, interfirm and network relationships, relationship selling, services and relationship management, consumer brand relationships and relationship marketing research) have shown a rising trend. The study also proposes a taxonomical framework to summarize RM research.Originality/valueThis is the first comprehensive review of RM research spanning over more than four decades. The study’s insights would benefit future scholars of this field to plan/execute their research for greater publication success. Additionally, managers could use the practical implications for achieving better RM outcomes.

Disruptive technology and AI in the banking industry of an emerging market

PurposeAs disruptive technologies, such as the use of artificial intelligence (AI)-enabled customer relationship management (CRM) systems, alter the processes and strategies that banks use in service delivery models, the impact of such technologies on consumer acceptance and buying behavior must continue to be examined. This research studies the impact of technology usage and acceptance of AI-enabled banking CRM systems in Nigeria on consumer buying behavior via the mediation of customer satisfaction and service quality. The study also investigates the negative impact of technology downtime, a frequent phenomenon in the emerging market, which has not, to this point, been studied on a large scale.Design/methodology/approachThe authors collect quantitative data via a face-to-face administered questionnaire from four hundred customers of ten different Nigerian banks regarding their perceptions of technology use in the banking sector.FindingsWhile the research finds that technology usage has positive and direct effects on service quality, customer satisfaction and consumer buying behavior, service quality was found not to have a significant effect on consumer buying behavior. The study also establishes that technology downtime has a moderating effect on technology usage, consumer buying behavior and customer satisfaction in the banking context.Originality/valueScant literature exists that explores the importance of culture in technology usage and acceptance, specifically in developing countries like Nigeria. This study explores the impact of technology usage along with acceptance in the Nigerian setting on Nigerian consumers and their resulting satisfaction. Technology usage has been known to impact customer satisfaction in various ways, but no study has looked specifically at how technology in the banking sector can further be of help or harm from a Nigerian perspective. This study explores the technology usage in banking sector of Nigeria and its impact on the consumer buying behaviour. No studies in our knowledge have been known to consider the role of technology downtime, a frequent phenomenon in emerging market, as a factor, which will affect the customer satisfaction and buying behavior. Thus, this study (1a) explores the negative outcomes of technology downtime on both service quality and customer satisfaction, (b) explores the moderating relationship of technology downtime on the technology usage and consumer-related outcomes.

A new model to evaluate the success of electronic customer relationship management systems in industrial marketing: the mediating role of customer feedback management

New technologies are making industries and firms alter their main processes into digital processes for realizing sustainable marketing objectives in the digitalization age. Therefore, Electronic Customer Relationship Management (E-CRM) has become very important as the newest term in the customer-oriented organization. This paper tries to propose a model to examine the effect of buyer behaviors, consumer-driven innovation, product lifecycle management, and customer feedback management on the success of E-CRM. Structural Equation Modeling (SEM) was utilized to analyze the paths of the proposed method, and research data are collected and evaluated using SMART PLS 3.2. The study sample includes 330 participants, with a useful 85% response rate. Current research meaningfully supplies learning and literature by focusing more on the performance of E-CRM systems, examining the related important aspects, and applying advanced statistical analysis techniques. The outcomes indicated that buyer behaviors and consumer-driven innovation positively affect the customer feedback management and success of E-CRM. Besides, the outcomes illustrated that the function of product lifecycle management on customer feedback management was significant. Organizations can obtain competitive advantages from the increased effectiveness of the E-CRM. By identifying the aspects of a successful E-CRM, managers can effectively improve appropriate strategies in addressing the organization's customers.

Customer Relationship Management Based on SPRINT Classification Algorithm under Data Mining Technology.

Under the advance of computational intelligence, customer relationship management system based on data mining technology can not only bring more economic benefits to an enterprise but also improve the management and decision-making level of Chinese enterprises. In this paper, the application of data mining technology in customer relationship management (CRM) is analyzed, and four data mining modes are realized: customer classification, cross-marketing, customer acquisition, and customer retention. In the data mining module, SPRINT classification algorithm is used in customer classification. At the same time, FP-growth, an association rule algorithm without candidate set, is applied in cross-marketing, which enhances the practicability of the system. The algorithm of optimal customer retention strategy under digital intelligence technology is adopted in customer retention, which makes up for the shortcomings of traditional CRM system and helps enterprises to better operate and adjust marketing strategies.

The New Times of Social Media Marketing in the B2B Framework

Nowadays, we live in the age of Marketing 4.0. Historically, marketing has often depended on changing consumer habits and needs. Thus, it is necessary to understand the new habits and needs of the consumer to make companies more and more effective. Currently, social media marketing (SMM) is ubiquitous in organizations, and is seen as a tool to achieve strategic goals. Therefore, SMM is important for companies to adapt their approach to customer relationship management and advance new marketing competencies to enable customer satisfaction. To drive customer satisfaction and improve customer experience, managers are loading social media applications into their current customer relationship management (CRM) systems. This study seeks to understand the feasibility of implementing SMM in business to business (B2B) companies and how this affects CRM and customer knowledge management (CKM). For this study, data were collected from two Portuguese micro-companies. The methodology used was exploratory qualitative in nature through a multiple case study, wherein semi-structured interviews were applied. It was found that SMM cannot be used in the B2B companies under investigation because CRM needs are much more dependent on CKM than on the mass interactions and indirect communication with the customer that can potentially exist in SMM. In these companies, communication with the client can be adjusted on a case-by-case basis through SMM, without the need for mass communication with all clients. This paper provides implications for the management of micro-enterprises regarding social media marketing. It also contributes to the development of the literature on SMM, CRM and CKM.

The Implementation of Customer Relationship Management System and Innovative HR Practices in Pakistani Banking Sector

The growing competition in financial markets worldwide is indicator for the need of Customer Relationship Management (CRM) systems in baking sector to gain and sustain the competitive advantages. The basic aim of the research is to investigate and highlight the success factors and status of the CRM implementation in Pakistani Banking Sector. Data obtained from three larger banks (UBL, HBL and MCB) and four other banks in South Punjab, Pakistan. Questionnaire was used to collect data from 100 bank employees. The responses were collected on five-point Likert scale. The SPSS software was used to analyse the data. Hypotheses were tested using multi regression analysis. Regression analyses performed to check the cause-and-effect relationship between dependent variable (Implementation of CRM) and independent variables (top management support, customer attitude and Innovative HR Practices). Some of limitations in this study were due to shortage of time and finances. Researchers also suggested some directions for future studies.

731 Utilizing call for burn admissions to guide clinical staffing decisions for Advanced Practice Providers (APP)

IntroductionOver the past decade, the Advanced Practice Provider (APP) role has expanded into various care settings. The literature confirms that APPs contribute positively to the ICU setting, where better patient outcomes are noted, and they are seen as a safe adjunct to the ICU team. The VA recognizes the need for a more significant presence, and practice-based variations are considered crucial as restructuring goals are established. In 2014, Edkins et al. recognized the need for APPs in the burn setting as the number of residents declined. They stressed appropriate utilization and ongoing educational opportunities to develop the role in burns further.MethodsThis project was conducted by establishing a protocol within our burn referral call system to adequately and efficiently ensure accurate data is accumulated and leveraged to make staffing decisions. Implementation of the protocol began in January of 2018 and is well established. The primary purpose of the protocol is to efficiently store and transfer patient data to make informed decisions across both clinical and administrative departments. The Customer Relationship Management (CRM) System, Salesforce, was the primary software to implement and maintain this process.ResultsFor three years, a total of 42,460 referral calls came through our burn call system. The number of patient calls that required admission to a regional burn center totaled 15,293. 70% of total patient referral calls came during the hours of Noon-Midnight; similarly, 72% of admission patient calls came during Noon-Midnight. Hourly trends were similar for both total patient call volume and admission patient referral call volume as they both had the highest number of referral calls between the hours of Noon-Midnight. The majority (32%) of total patient referral calls came in during earlier days of the week (Monday and Tuesday), while the majority (30%) of admission patient referral calls came in during the later days of the week (Friday or Saturday).ConclusionsOur study demonstrates the benefits of implementing a collaborative protocol that allows sharing data and information across all facets of a burn center. Opportunities for additional studies include implementing similar protocols for administrative staffing and analysis of patient outcomes to see how staffing utilization has affected patient care.

Security versus Compliance: An Empirical Study of the Impact of Industry Standards Compliance on Application Security

The integration of security aspects into software development is an open topic, especially in highly regulated industries where standards are accompanied by a high degree of complexity. The research question of this paper relates to the misconception of industry standards compliance and security in the field of software development. Cyber attackers are constantly inventing new tools to penetrate systems and exploit even the most minor flaws, and adherence to an industry standard is not a solution. In this study, an empirical investigation is conducted over a six-month period to observe various customer relationship management (CRM) systems. To analyze and anticipate the vulnerabilities of various CRMs, penetration testing methodologies and cross-project prediction approaches are employed. Classification using multiple machine learning approaches is utilized in the study to increase the discovery of vulnerable components in each CRM. The Student [Formula: see text]-test is also used to assess if the mean values of the two CRM datasets are substantially different from each other in order to evaluate the efficacy of overall security and its features. The results show that security best practices during application development have a significant influence on applications created in regulated environments. The action research approach used to validate this study provided positive results and its feasibility in practice to optimize security throughout the application development. This study adds to the literature on information security management systems (ISMS) and best practices in application development in terms of creating and implementing opportunities based on broader information security management measures.

Managerial Accounting for Decision-Making and Planning

Managerial Accounting for Decision-Making and Planning

Critical variables for assessing the effectiveness of electronic customer relationship management systems in online shopping

PurposeNowadays, businesses globally are scrambling to keep up with the latest trend of adopting Information Technology (IT) tools like electronic customer relationship management (E-CRM). The study aims to examine and describe the impact of information availability, system security and quality on consumer satisfaction and E-CRM efficacy in shopping websites.Design/methodology/approachCommunication in the period of the fourth industrial revolution was performed face to face and via the use of technological communication tools. The growth of information and communication technology (ICT) has compelled businesses to embrace E-CRM to strengthen client relationships and boost profitability, loyalty and satisfaction. E-CRM is implemented to establish communication with customers. So the major goal of the investigation is to look at the function of influencing variables in E-CRM system efficiency in online buying. The present study's statistical population is limitless. The sample size for structural equations is determined to be 384, utilizing the sample measurement technique. A research framework is developed with four hypotheses resulting from previous research to measure the sample. SMART PLS software is used to assess the suggested model and the data received from the questionnaire.FindingsAccording to the findings, availability of information, information quality and security influence user satisfaction. Therefore, considering the dimensions could be a great step in the improvement of the E-CRM effectiveness. The outcomes also showed that online shopping sites should help customers observe the accordance between the received services and their needs' features.Research limitations/implicationsDespite many efforts to complete the article, the low sample size is one of the limitations of this article. Also, the study has only been evaluated in one country, so generalization of results should be made with caution.Practical implicationsThe E-CRM process is a continuous learning process where information about the customer is transformed into a customer relationship. Also, customer satisfaction is the core concern of any system, and such systems must assess customer satisfaction levels by incorporating a procedure. Many research findings show that development managers try to enhance the quality of the relationship with development managers' customers. The study recommends that both designers and managers focus on security, system quality and access to information to boost customer satisfaction.Originality/valueThe research discusses and identifies the key factors that must be considered while providing the solutions of E-CRM. The study helps managers to accelerate E-CRM systems. Also, the paper supports the field of the managers-orientated perspective in E-CRM.

Perancangan manajamen hubungan pelanggan (CRM) menggunakan ZohoCRM dalam meningkatkan kepuasan pelanggan di Perusahaan Ordia

Ordia Company is a company that offers broadcasting equipment rental services located in Central Jakarta. The Ordia company has been operating since 2005 until now. In the transaction process, the company never processes any transaction data that occurs in the company, therefore the researchers designed a customer relationship management (CRM) system using a web-based ZohoCRM and was able to increase customer satisfaction in the company so that the running system could be configured so that it fits and runs with the process. the company's existing business to produce information for the company that has a positive impact on the company and customers.

Relational and Technological Assessment of CRM Providers: A Multifactor Study

ABSTRACT The study examines how customers of relationship software provider perceive the technology they use and assess the relational elements of the exchange relationship. This study proposes and empirically tests a model integrating two technology components (positive prior experience and quality of technology) and four relational constructs (reputation, trust, risk, and overall relational satisfaction), and how these factors influence loyalty to a customer relationship management system provider. The findings suggest that both technology and relational factors influence loyalty. This paper provides a framework that highlights the technology and relational factors influencing loyalty to the CRM software provider, which is key to continuance.

CRM system implementation and firm performance: the role of consultant facilitation and user involvement

Purpose The current research aims to answer the following question: To what extent and under what conditions does hiring consultants to implement a customer relationship management (CRM) system produce performance gains for companies? To answer this question, this research delves into the critical interdependent roles of CRM consultant resources (CR) and user involvement (UI) in overcoming CRM’s technological and organizational implementation challenges. Design/methodology/approach A quantitative field study methodology was used to empirically test the research hypotheses. Cross-sectional data (N = 126) were collected from large client companies using CRM technology. Partial least squares-structural equation modeling was used to estimate the significance levels of the structural model. Findings The findings indicate that the extent to which CRM consultants improve CRM system quality (SQ) and, ultimately, firm performance, largely depends on UI, which acts as the key facilitating mechanism to cope with application complexity (APP) and requirements uncertainty (REQ). Originality/value This research probes into the largely unexplored interactions between CRM CR, UI, APP and REQ. Using these parameters, this model successfully predicts CRM SQ and firm performance.

A study on customer relationship management in the Life Insurance Corporation of India with special reference to Tamil Nadu

The study has focused on the customer relationship management (CRM) system in the life insurance sector of India. The study revealed the technical progress of India's insurance industry, especially in Tamil Nadu. The deployment of CRM systems in LIC and other private insurance sectors in India was analysed using primary data. India is a populous, diverse country. Life insurers can grow in unused markets. LIC previously dominated the Indian life insurance market, thus buyers had few options. So, private life insurance businesses emerged, and consumers can now readily separate LIC and other private insurance sectors. However, the number of respondents is limited to 51 respondents in this paper, which undermines the external and internal validity of the paper. In some circumstances, it's hard to understand the specific conclusion with real findings. Indian life insurance varies. The insurance market relies on medical and life histories. Life insurance sectors have so much information about their customers and sometimes they cannot properly handle all the data accordingly.

FORMATION OF THE CONCEPT OF STRATEGIC MARKETING IN BANKING

In the modern market of banking services, the transformation of economic relations between the main economic entities is currently taking place. This process emphasizes the need to develop strategic marketing by banking institutions and implement new competitive strategies. The article is devoted to the current problem of finding an effective mechanism for forming a marketing strategy in modern banking institutions. The purpose of the article is to form a modern concept of strategic marketing in banking based on the study of the essence of strategic marketing and its features in the digitalization of the economy. The article investigates theoretical approaches to defining the essence of strategic marketing. The author examines the relationship between strategic and operational marketing in the bank's marketing system. This study aims to investigate the role of strategic marketing in the general system of banking marketing. Particular attention is given to the development of strategic marketing of the bank in the digital economy. The paper presents the key stages of the process of strategic marketing in the bank. The main factors such as macroeconomic factors, market factors, internal banking factors that influence the modern concept of strategic marketing in banking institutions are considered. Based on the generalization of scientific concepts and definitions, the author introduces the concept of strategic marketing in the bank to increase its efficiency and effectiveness in strengthening the competitive position of banking institutions, promoting banking services and products, attracting and retaining consumers of financial services. It distinguishes and describes the characteristic features of modern customer relationship management systems. It argues for the idea that the digitalization of the economy and rapid changes in the external environment are forcing banks to be customer-oriented, mobile, flexible and implement modern marketing strategies. It argues for the idea that the introduction of a comprehensive marketing system will help long-term increase the efficiency of the bank and ensure its stable competitive position in the market.

Factors Influencing Customer Relationship Management System Adoption in Palestinian Small and Medium Enterprises: Experts Verification using Interquartile Range

Customer relationship management (CRM) refers to the practices, strategies, and technologies used by firms and businesses to manage and analyze customer interactions and data through the customer lifecycle. The main purpose of this study is to explore the influences of determinant factors on CRM adoption in Palestinian small and medium enterprises. This article summarizes the findings of previous studies that analyze the challenges associated with CRM utilization and Adoption. More than 100 studies were examined to find the primary variables for effective CRM adoption in various regions to discover the main aspects that influence the success of CRM adoption. The findings of this study show that the compatibility, information technology infrastructure, complexity, relative advantage, security, top management support, information policies, employee engagement, financial resources, customer pressure, and competitive pressure may all be used to predict CRM adoption among Palestinian SMEs. The study has implications for policymakers and top-level managers of SMEs to structure their activities in relation to CRM adoption based on the level of the factors examined.

Особливості вибору стратегії розвитку вітчизняних підприємств на основі аналізу стратегічних альтернатив

The semantic load of the concept of "strategy" is analyzed, it is determined that the meaning of this term has changed over the last hundred years depending on the object and subject of research; The main three key concepts of strategy definition are considered, namely classical, conceptual and complex, which were singled out by Western scholars and which were partially supported by Ukrainian, as well as philosophical and organizational-managerial concept, which are singled out by purely domestic scientists. in organizations, as well as those that are due to the present, namely: change management, rapid response strategy, strategic alliances, customer relationship management system, mental aikido strategy and the strategy of the "Blue Ocean". To develop strategic alternatives, it is recommended to take into account the following information: the main activity of the company; mission and vision, values; financial indicators; production capacity; high-quality staff; technological and technical capabilities, etc. Based on the research, using methods of generalization, observation, comparison, recommended complex stages of choosing a company development strategy based on the formation of strategic alternatives, identified risks that strategy developers may encounter in implementing this process, which are often subjective and can be minimized when drawing up a risk management plan. These include a vague mission and vision of the company; insufficient level of competence of employees involved in the project development strategy of the company; a narrow set of tools used in the evaluation and selection of strategic alternatives; use of inaccurate information, information that has nothing to do with the choice of strategy, the choice of questionable sources of information and attitude to the process of choosing a strategy based on strategic alternatives as a formality, etc. The recommended stages of choosing a development strategy based on the formation of strategic alternatives will allow the company to take a more comprehensive approach to processing and analyzing information for alternatives, and if necessary to adjust the existing strategy or introduce additional, to have spare processed work in the portfolio.

Minimising Risk—The Application of Kotter’s Change Management Model on Customer Relationship Management Systems: A Case Study

Implementing a Customer Relationship Management (CRM) system requires significant consideration with respect to change management and the associated business risks. This paper describes how to best achieve the change goal and minimize these risks. The research question under investigation is: “How can Kotter’s change management model be used effectively to enhance the value and utilisation of a CRM system”. Kotter’s eight-stage change model is the adopted change model used by the organisation under study. As business intelligence (BI) is a growing field within industry and academia alike, limited substantive research has been done regarding how to manage the change process itself within a BI project. Often research either focuses on the technical development (e.g., agile methodology) or the change process from a holistic perspective. However, both are needed to effectively manage the risk of failure. The research design for this study was that of a single organisation case study. The research questions were addressed by using a deductive research style. To allow for multiple perspectives and triangulation of the data, a mixed-methods approach (Quant + QUAL) was used. Outcomes of the research showed that whilst there was some success in the implementation of Kotter’s change model, it could have been significantly improved if the competencies identified in this research were considered and incorporated prior and during the change journey. Building on Kotter’s classic work with change management, this research fills the gap by describing the pertinent competencies required in managing the change process, identifying common pitfalls and investigating the common threads between the ‘data to outcome’ process and the change management process to better mitigate the risk This paper adds value to current change literature/models by defining and describing the importance of these competencies when embarking on a change program related to BI tools and systems and how these competencies are incorporated into Kotter’s model.

Evaluating Customer Relationship Management (CRM) as a Business Knowledge and Intelligence Management Tool

Tense competitions have always been the case in the banking industry. Its very customer-oriented nature explains the need to recognize the importance of customers with respect to growth and success, and so the battle to recruit new and retain existing customers are inevitable. Related competitiveness in such area has been highly linked to effective Customer Relationship Management (CRM) systems implementation that can provide the necessary business knowledge and intelligence. This paper seeks to evaluate the preparedness and the extent Omani retail banks are incorporating CRM as a business knowledge and intelligence management tool to assist in their customer recruitment and retention activities. This study uses a quantifiable methodology with MS Excel data analytic tool to analyse primary data to determine the extent to which CRM systems are being incorporated as a business knowledge and intelligence management tool in the banking industry. Data were collected across departments from 5 of the 7 Omani retail banks with average ratings used for each question. The findings show that CRM as business intelligence management tool is already well incorporated in banks of Oman and the banks are also well equipped to further embrace such tools to strengthen their customer recruitment and retention capabilities. The findings also show that the banks have the necessary Information Technology capabilities, Customer Service capabilities and marketing capabilities which have assisted them to deliver higher quality customer services, run more effective marketing and promoting campaigns, and enhance their management decision making. The findings should assist decision-makers in realizing the importance of CRM with appropriate kind of functionalities as a business intelligence tool to optimize customer recruitment and retention activities.