Analyse Different Angles of Editing Customer Information Data in Customer Relationship Management

2021 ◽  
pp. 302-306
Author(s):  
Qiao Rong
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Information

IT Evaluation Practices in Electronic Customer Relationship Management (eCRM)

2011 ◽  
pp. 2285-2290
Author(s):  
Chad Lin
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Organizations ◽  
Bottom Line ◽  
Evaluation Practices ◽  
Customer Information ◽  
Widespread Agreement ◽  
Key Issues

Organizations are becoming increasingly aware of the need to scrutinize their bottom-line financial returns of business automation initiatives. To achieve this, organizations have to become more customer-centric. According to Karakostas, Karadaras and Papathanassiou (2005), a 5% increase in customer retention can result in an 18% reduction in operating costs. Therefore, the need to build and maintain customer relationship has become a priority for organizations. However, according to a KPMG survey, only a small percentage of companies were able to obtain even basic customer information despite the fact that 89% of companies consider customer information to be extremely important to the success of their business (McKeen and Smith, 2003). As a result, many organizations are adopting electronic customer relationship management (eCRM) applications in order to gather, organize, understand, anticipate, and respond to the constant evolution of customers’ requirements and demands. Indeed, eCRM is forecasted to become increasingly important as businesses seek to deliver their services and information as well as to provide transactional facilities via online and wireless platforms, in additional to the more traditional means of communication channels (e.g., call centers and customer service) (Tan, Yen and Fang, 2002). The market worldwide for eCRM applications is predicted to grow from US $3.4 billion in 2000 to US $10.5 billion in 2005 (EPS, 2001). Yet, despite the huge investment and widespread agreement that eCRM has direct and indirect impact on customer satisfaction, loyalty, sales, and profit, it has been found that 70% of eCRM solutions that have been implemented by businesses fail (Feinberg, Kadam, Hokama and Kim, 2002). Moreover, studies carried out by Gartner, Forrester, AMR Research, and the Yankee Group claim that most of CRM implementations did not return the expected ROI (Foley, 2002). This is because management tends to be myopic when considering their IT (information technology) decisions, primarily because they are unable to evaluate (specifically the indirect benefits and costs) eCRM applications (Ernst and Young, 1999). To address this issue, this paper sets out to investigate the current evaluation practices by Australian organizations implementing eCRM. The other objective is to identify the key issues faced by managers to justify and measure their eCRM. Hopefully, the finding can help business organizations to better manage their eCRM investment and its contribution to improving their long term profitability.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1742-1759
Author(s):  
Su-Fang Lee ◽  
Wen-Jang ("Kenny") Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1778-1794
Author(s):  
Su-Fang Lee ◽  
Wen-Jang (Kenny) Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Infosys Technologies Limited

2011 ◽  
pp. 1-15
Author(s):  
Debabroto Chatterjee ◽  
Rick Watson
Keyword(s):  
Information Management ◽  
Delivery System ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
It Services ◽  
Customer Information ◽  
Crm System ◽  
Front End

Infosys Technologies Ltd., one of the world’s most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBA – Customer Information Management By All. This customer-focused system was conceived and designed to improve communication and collaboration between the company and its customers. By seamlessly integrating the front-end sales system with the back-end delivery system, CIMBA was expected to further enhance the company’s IT solutions delivery capability. This case provides insights into the factors that triggered the need for developing such an integrated CRM solution and how the company went about developing and launching this system. It also brings to light the various challenges associated with the implementation of this IS solution.

Integrating Internet/Database Marketing for CRM

2005 ◽  
pp. 157-174
Author(s):  
Sally Rao ◽  
Chris O’Leary
Keyword(s):  
Action Research ◽  
Data Collection ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Cost Savings ◽  
Customer Relationship ◽  
The Internet ◽  
Database Marketing ◽  
Customer Information ◽  
Consumer Data

Firms have only just begun to fully use the Internet to obtain customer information in their database marketing processes to enhance customer relationship management (CRM). This chapter introduces a framework about how they can do this. Essentially, it argues that the advent of Internet/database marketing brings solutions to some of the difficulties in customer relationship management by providing one-to-one interactivity and customization. For example, the Internet offers benefits, such as increased consumer data collection accuracy and speed, cost savings in collecting data, greater interaction, and better relationships with customers. This chapter develops a framework for integrating the Internet and database marketing to help marketers improve customer relationship management through rigorous action research.

Infosys Technologies Limited

2011 ◽  
pp. 502-517
Author(s):  
Debabroto Chatterjee ◽  
Rick Watson
Keyword(s):  
Information Management ◽  
Delivery System ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
It Services ◽  
Customer Information ◽  
Crm System ◽  
Front End

Infosys Technologies Ltd., one of the world’s most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBA – Customer Information Management By All. This customer-focused system was conceived and designed to improve communication and collaboration between the company and its customers. By seamlessly integrating the front-end sales system with the back-end delivery system, CIMBA was expected to further enhance the company’s IT solutions delivery capability. This case provides insights into the factors that triggered the need for developing such an integrated CRM solution and how the company went about developing and launching this system. It also brings to light the various challenges associated with the implementation of this IS solution.

ASSESSMENT ON SECURITY RISKS OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

2010 ◽  
Vol 20 (01) ◽  
pp. 103-109 ◽  
Author(s):  
SANGKYUN KIM
Keyword(s):  
Customer Relationship Management ◽  
Environmental Changes ◽  
Relationship Management ◽  
Customer Relationship ◽  
Evaluation Methodology ◽  
Management Systems ◽  
Security Evaluation ◽  
Security Risks ◽  
Business Environments ◽  
Customer Information

To adapt to the firm's environmental changes continuously, the customer relationship management system is a key which monitors external changes and adapts internal cultures and processes in response to external challenges. Increasing use of customer relationship management systems in competitive business environments has given rise to various kinds of security problems. This paper reviews previous studies on customer relationship management systems, protection of customer information, and evaluation of information security systems. Finally, considering the characteristics of customer relationship management systems and security evaluation methodology, this paper suggests the assessment criteria for security risks of customer relationship management systems.

Business Intelligence, Knowledge Management, and Customer Relationship Management Technological Support in Enterprise Competitive Competence

2015 ◽  
pp. 243-262 ◽  
Author(s):  
Ming-Chang Lee
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Business Intelligence ◽  
Business Models ◽  
Relationship Management ◽  
Customer Relationship ◽  
Knowledge Based ◽  
Customer Information ◽  
Modern Enterprise ◽  
Customer Lifetime

The approach of knowledge management, business intelligence, and customer relationship management was used as theoretical technologies in order to build an intelligence enterprise framework. Since the business intelligence process can create additional customer value through knowledge creation with the customer, business intelligence can provide users with reliable, accurate information and help them make decisions. Customer relationship management focuses on the integration of customer information and knowledge for finding and keeping customers to grow customer lifetime value. Therefore, integrating intelligence enterprise is needed in order to respond to the challenges the modern enterprise has to deal with and represents not only a new trend in IT but also a necessary step in the emerging knowledge-based economy. In intelligent enterprise operations, KM contains business models, processes, competence, implementation, performance assessment, and enterprise in information, organization, and e-commence processes.

scholarly journals Customer Acceptance Analysis of Customer Relationship Management (CRM) Systems in Automotive Company using Technology Acceptance Model (TAM) 2

2019 ◽  
Vol 1 (2) ◽  
pp. 133 ◽  
Author(s):  
Stephano Caesar Wenston Ngangi ◽  
Albertus Joko Santoso
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Information ◽  
Use Of Technology ◽  
Research User ◽  
Acceptance Model ◽  
System Variables

The technological era in business competition requires creativity and innovation to create a successful company. CRM (Customer Relationship Management) is a system that aims, among others, to provide improving relations between the company and customers, so that the realization of integrated information is used to produce optimal services and obtain useful customer information so that customer needs can be met and encouraged to loyalty. In addition, CRM can be useful to improve efficiency and reduce operational costs of PT. Hasjrat Abadi (Tendean Branch). To support the success of PT. Hasjrat Abadi (Tendean Branch), this study will examine a CRM system to be applied to PT. Hasjrat Abadi (Tendean Branch) by integrating it into the Technology Acceptance Model (TAM) as a model that can be analyzed and understood so that later it can influence customers in the use of technology as an information system by using informational system variables. In this research, user acceptance has been reviewed based on 4 variables in TAM itself. PT. Hasjrat Abadi (Tendean Branch) has a problem where there is still a lack of customer demand for TOYOTA products. Therefore, the implementation of the TAM system for CRM will be pursued so that it can identify the customers of PT. Hasjrat Abadi (Tendean Branch) Manado who want to buy products from PT Hasjrat Abadi (Tendean Branch) Manado, and increase the selling value of the product.

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