Effective Customer Relationship Management at ATB Financial: A Case Study on Industry-Academia Collaboration in Data Analytics

2017 ◽  
pp. 45-59 ◽  
Author(s):  
Ian Hargreaves ◽  
Dylan Roth ◽  
Muhammad Rezaul Karim ◽  
Maleknaz Nayebi ◽  
Günther Ruhe
Keyword(s):  
Customer Relationship Management ◽  
Data Analytics ◽  
Relationship Management ◽  
Customer Relationship

Data analytics dilemma at Alpen Hotel

2019 ◽  
Vol 9 (2) ◽  
pp. 58-63
Author(s):  
Tammy Wee ◽  
Arif Perdana ◽  
Detlev Remy
Keyword(s):  
Customer Relationship Management ◽  
Data Analytics ◽  
Data Privacy ◽  
Hospitality Industry ◽  
Service Providers ◽  
Relationship Management ◽  
Customer Relationship ◽  
Using Data ◽  
Privacy And Confidentiality

Data analytics is currently the buzzword for the hospitality industry to stay ahead of their competitors. Service providers use data analytics to ensure their brand remains relevant for customers. Using data analytics in customer relationship management is a relatively novel initiative for the hospitality industry to enhance the efforts of customer relationship management. Obtaining customers’ data (i.e. customers’ hotel stay and preferences) provides both opportunity and challenges for the hospitality industry. Data analytics helps the hospitality industry to quickly, effectively, and efficiently pursue data-driven decision-making. At the same time, acquiring relevant customers’ data is a challenge, for example, data privacy and confidentiality. This case study is based on Alpen Hotel (pseudonym), a luxury hotel in Singapore with a good standing in the hospitality industry. This case is focused on the issues they experienced in implementing data analytics as part of the hotel’s customer relationship management efforts. This case study aims to highlight data analytics dilemma at the hotel and may create an opportunity for hospitality educators to work interdisciplinary with faculties from an information systems or technology discipline. Finally, the case study may enhance knowledge and minimise the practice gap between industry and academia.

scholarly journals The Importance of Human Domain Knowledge and Business Data Analytics to Support Modern Financial Decisions

2021 ◽  
Vol 4 (1) ◽  
pp. p1
Author(s):  
Nadia Delanoy Ph.D. ◽  
Karina Kasztelnik, Ph.D., MBA, CPA, CTP
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Data Analytics ◽  
Domain Knowledge ◽  
Relationship Management ◽  
Customer Relationship ◽  
Financial Decision ◽  
Business Data ◽  
Media Narratives

The purpose of this study is to identify how importance is human domain knowledge and business data analytics to support modern financial decision. Understanding whether social media narratives could provide a value-add to current customer relationship management practices could be quite valuable. Design/methodology/approach-An analysis of the literature was undertaken and based on an assessment of the literature, conceptual states and pragmatic approaches as well as existing theoretical understandings and frameworks. An explorative case study approach based on Yin’s design will be utilized as a framework as well as a demographic survey to distill even further the characteristics of the sampling from a customer, management and social media user perspective. Furthermore, a customer relationship management framework which would include the adjoining of data analytics and social media narratives will be discussed in context of the research findings. This will help researchers and practitioners more readily explore the shared value framework which the study will be based and contribute to a more fulsome consideration of customer relationship management practice shifts within a technological and social media-oriented age. The contributions of this research will also help reiterate the importance of context in data management as well as the importance of the paradigmatic power shifts reflected in consumer usage of social media, product or service offerings, social consciousness and ethical practice as it relates to the influence of consumer intentions and subsequent purchasing intentions.The purpose of this qualitative exploratory case study was to gain common understandings of how importance is human domain knowledge and business data analytics to support modern financial decision. In order to support reliable and valid research, a purposive sample of customer relations managers, business analysts who have customer relations management (CRM) roles, and customers who utilize social media for the purposes of product or service development was attained.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

scholarly journals THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON MUZAKI LOYALTY

2020 ◽  
Vol 5 (2) ◽  
pp. 90
Author(s):  
Nihayatu Aslamatis Sholihah ◽  
A'rasy Fahrullah
Keyword(s):  
Human Resources ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Customer Relationship ◽  
Coefficient Of Determination ◽  
Research Use ◽  
Test Result

The aim of this research is to test the effect of customer relationship management (data and information, human resources, process, and technology) towards muzakki loyalty case study Yatim Mandiri Surabaya. this research was conducted with an associative quantitative approach. Number of samples that used in this research is 100 peoples who is active muzakki ini Yatim mandiri Surbaya and use purposive sampling technique. This research use a questionnare that calculates with Likert scale and analyzed with SPSS 23 version. The result of this research indicated that customer relationship management varible has significant effect and positive of muzakki loyalty. Based on the partial test result indicated that customer relationship management has partial effect of muzakki loyalty, and �based on the coefficient of determination test result, indicated that customer relationship management variable has a big impact as 33,7% of muzakki loyalty.

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