Relationship Management Software Research Articles

"A Study On Business In Digital Era"

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

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

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

The Impact of Data Science Solutions on the Company Turnover

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

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

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

STRATEGIES AND TECHNOLOGIES TO SUSTAIN NATIONWIDE IMPLEMENTATION OF ALIVIADO DEMENTIA CARE

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

Finding the right CRM saves time, effort, and money

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

Finding the right CRM saves time, effort, and money

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

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.

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

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

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

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

Security Advantages of Cloud ERP and its Databases in Higher Education

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

Searching for the one: Customer relationship management software selection

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

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

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

An overview of Customer Relationship Management Software in Business Organizations

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

Higher Education Pricing: Effects of Tuition Pricing on Nontraditional Student Persistence Moderated by Demographics

Higher education pricing models have focused heavily on traditional student population analysis, net earnings, financial aid, and enrollment projections or unduplicated headcount. As the population of students shifts to a nontraditional majority, research of the effect of tuition price on nontraditional population segments is needed with a focus on persistence (the likelihood of re-enrollment in the next semester for a given student) rather than overall enrollment levels. It becomes prudent to re-evaluate pricing models and the associated coefficients from tuition pricing changes on persistence to more effectively serve the nontraditional population as nontraditional students rely less on financial aid and progress through their curriculum at an individualized pace consistent with their needs. The nontraditional population is, on average, older, with more professional experience, often with military affiliations (active duty, veteran, reservist, or family member), and education in progress. Using a quantitative longitudinal empirical case study, the researcher utilized student-level data from a private, nonprofit university in the Commission on Colleges of the Southern Association of Colleges and Schools regional accreditation territory to determine the effect of a tuition increase on nontraditional student (age 25 ) persistence. The data was analyzed using a linear regression interaction model in STATA. The researcher found statistical significance, with the counterintuitive finding that the effect of a 1 percent tuition increase for all students was an increase in persistence by 2.01 percent with a clear explanation for this finding of the overall tuition effect on persistence. Consistent with theory, this research finds that nontraditional students only increased their persistence by 0.62 percent, persisting less than traditional students. For every 1 percent increase in tuition, nontraditional online students are decreasing their persistence by 0.9 percent, persisting less than face-to-face students. These findings are important, as they provide contributions to Elasticity Theory, Tuition Elasticity Theory, and practice including application for higher education institutions, administrators and advisors in higher education, and customer relationship management software as service companies targeting students utilizing variations of predictive analytics to estimate persistence of different populations, estimate and understand tuition price increase effects on different populations, set recruiting and enrollment goals based upon expected attrition, and design customized communication plans to facilitate more in-depth relationships with those less likely to persist in an effort to overcome this statistic. These findings are also the first portion of exploring elasticities as they apply toward developing a pricing model for nontraditional student populations using the framework established by the TENEP model (Bryan & Whipple, 1995).

Sage Intacct, GuideStar partner on ‘board book’

Customer relationship management software firm Sage Intacct has launched a new partnership with GuideStar that will leverage the latter's insight into the financial performance of nonprofit organizations to develop a guidebook of sorts for nonprofit boards.

Why and How Gamification Contribute to Information Systems Success in the Workplace: An Action Research Enquiry in B2B Sales

Despite years of rich academic production of research on information systems success, companies are still struggling to achieve expected return from their internal IS implementations. Billions of euros are spent in projects, which too often fail to deliver the expected returns on investments (Nelson 2005). In the meantime, researchers have noticed that the game industry is able to tap into human psyche to get players to engage voluntarily with some unparalleled intensity and duration (Przybylski, Rigby, and Ryan 2010). In this context there is growing interest on how organizations can learn from gaming to foster similar levels of interest, enjoyable experience and commitment in non-gaming Information Systems (Robson, Plangger, Kietzmann, McCarthy and Pitt 2015). Initially emerged in digital media industry before becoming an academic topic (Deterding, Dixon, Khaled, Nacke 2011), the concept and practice of Gamification consist in applying game elements to utilitarian applications. This paper examines how gamification of utilitarian information systems in B2B can contribute to achieve greater benefit from IS investment. More specifically, it aims to answer the following questions: how does Gamification impact utilitarian IS success? What roles do motivation levers play in that process? What are the design principles for effective gamification of utilitarian IS? In order to respond to those research questions, we use a 2 cycles Canonical Action Research design to introduce gamification features in a customer relationship management software CRM utilized by an European Sales organization at Hewlett Packard Enterprise. This effort resulted in conceptualization and adjustment of a research model inspired from the Information Success Model (DeLone and McLean 2003), and Self Determination Theory (Deci and Ryan 1985). The model highlights 4 main situated motivational affordances of gamification and clarify inter relations between concepts, resulting in description of 7 design principles.

Simulation of the competition among traditional and on-demand software vendors

In this work, we propose a simulation model to study the software market, and in particular the competition among on-premise and on-demand vendors of customer relationship management software. In this market two kinds of vendors, on-premise and on-demand vendors, and corporate customers interact. Vendors have an initial capital and a specific number of developers. They invest a fraction of their capital in their product quality and try to sell their products making a profit. Corporate customers buy software products for their employees, trying to minimize their cost and maximize their utility. The proposed model is able to reproduce the real trends of the market as regards both the price of software and the market shares of the vendors, despite there is relatively little empirical evidence available about the various mechanisms at play, and few experimental data. Our model could be used as a tool to forecast future market trends, or to plan business policies of investment and pricing. Any firm could calibrate this model depending on its past business trends in order to obtain simple guidelines to follow in the planning of business winning strategies.

Client Relationship Marketing Practices: An Exploratory Study of the Legal Industry

This article aims to identify and examine the responsibilities of the marketing specialists and legal practitioners in the legal industry at different stages of the client relationship development process. A conceptual framework is proposed to analyse the single case study of this research. The relationship marketing practices of a global law firm were examined through fifteen in-depth semi-structured interviews with key personnel. Ten client relationship marketing practices were identified. Whereas organising and attending social events, managing the communications or interactions process, managing the cross-selling, service recovery, changing the impression, truly understanding clients' businesses and industries and other small little gestures are similar to the findings of Claycomb and Martin (2002), social bonds beyond the professional level, treating every job seriously regardless of the size, and utilising client relationship management software were three practices that emerged from this study. Although the ten practices presented are pivotal in contributing to a successful client relationship, further research is needed to examine the effects of each practice and the quality of the client relationship. This article demonstrates that in order to succeed in the highly competitive marketplace, law firms need to understand not only the potential outcomes of each relationship marketing practice but also how to practice it systematically. A new relationship development process model incorporating the essence of the customer relationship life cycle was developed and its practicality was confirmed by the research findings.

Analysis of Architecturally Significant Requirements for Enterprise Systems

In designing and developing enterprise systems, systems engineers must consider the requirements that drive the important architecture decisions. Architecturally significant requirements tend to have a global impact on the underlying software infrastructure, and therefore need to be thoroughly examined. Despite the increasing effort in engineering enterprise systems' requirements, little is known about the analysis of architecture interactions and tradeoffs. In this paper, we propose a framework consisting of an integrated set of activities to help tackle requirements analysis in practice. Specifically, we leverage the quality attribute scenarios to elicit implicit yet significant requirements, to model requirements interplays, to manage terminological interferences, and to determine change impacts. We apply the proposed framework to a customer relationship management software system. The results show that the framework offers concrete insights and can be incorporated into an organization's systems practice with a moderate cost.