Research on Customer Relationship Management System Based on Cognitive Psychology Theory: Analysis and Research of the World Business Website

Advances in computer and information technologies have been utilized by companies all over the world since the 1990s. Corresponding roughly to the same period, global trade has increased dramatically. The opening up of large markets like China and the Eastern Europe contributed to this trend. National companies turned global and had to manage operations in a number of different countries. Companies strived to maintain better customer relationships through CRM programs aimed at managing the flow of information, interacting with the customers, and in the end, formulating individualized offerings for them. Globalization has led to the development of the new notion of Global Customer Relationship Management as opposed to having independent local CRM programs operating in the subsidiaries. This chapter presents the issues facing the implementation of such Global CRM programs and provides the important conceptual frameworks proposed in the literature.

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Barbie in a Wheelchair: Mattel’s Respect to Customer Voice

FIIB Business Review ◽

10.1177/2319714520914210 ◽

2020 ◽

Vol 9 (3) ◽

pp. 181-186

Author(s):

Jashim Uddin Ahmed ◽

Ayesha Tahsin Ananya ◽

Kazi Pushpita Mim ◽

Asma Ahmed ◽

Sarika Iqbal

Keyword(s):

United States ◽

Customer Relationship Management ◽

Minority Groups ◽

Relationship Management ◽

The United States ◽

Customer Relationship ◽

The Internet ◽

New Era ◽

The World ◽

Key Aspects

Barbie in a wheelchair has heralded a new era in the magical world of Barbie. Mattel, one of the biggest toy manufacturers, has redefined the way Barbie has been portrayed to the world by introducing their new Black Barbie in a wheelchair. After years of innovation and trial and errors, it has proved that Barbie is not just a make-believe plaything or a representation of a singular aspect of beauty standards. These dolls should be relevant and wholesome when it comes to creating a bridge between customers and the brand itself. Mattel realized not too long ago the significance of inclusion, and now it has ended up hoisting a sensation in all of the United States and globally through the Internet and social media such as Twitter. The IDIC (Identify, Differentiate, Interact and Customize) model, which is an effective customer relationship management (CRM) tool, has been deployed by Mattel to demonstrate how Mattel cares for its customers. Mattel’s customer centrism, devotion towards innovation and inclusiveness are the key aspects which has rewarded the company with a whole new spectrum of acceptance from minority groups with a smile on their faces.

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Development of Customer Relationship Management System in E-Commerce Based on BP Neural Network

Advanced Engineering Forum ◽

10.4028/www.scientific.net/aef.6-7.995 ◽

2012 ◽

Vol 6-7 ◽

pp. 995-999

Author(s):

Mei Ling Zhou ◽

Jing Jing Hao

Keyword(s):

Neural Network ◽

Customer Relationship Management ◽

Bp Neural Network ◽

Management System ◽

Customer Value ◽

Relationship Management ◽

Customer Relationship ◽

Feed Forward Network ◽

Neural Network Algorithm ◽

Hidden Layer

BP neural network can learn and store a lot of input - output mode mapping, without prior reveal the mathematical equations describe the mapping. The model based on BP neural network algorithm is constituted by an input layer, output layer and one hidden layer, three-layer feed forward network. CRM is to acquire, maintain and increase the methods and processes of profitable customers. The core of CRM is the customer value management, customer value; it is divided into the de facto value, potential value and model value. The paper presents development of customer relationship management system in e-commerce based on BP neural network. The experiment shows BP is superior to RFCA in CRM.

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