scholarly journals Reacting to the COVID-19 pandemic through digital connectivity with customers: the Italian experience

2021 ◽  
Author(s):  
Marco Bettiol ◽  
Mauro Capestro ◽  
Eleonora Di Maria ◽  
Stefano Micelli
Keyword(s):  
Business Processes ◽  
Industrial Revolution ◽  
Digital Technologies ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Web Based ◽  
Firm Competition ◽  
Market Expansion ◽  
Italian Experience ◽  
And Performance

AbstractThe COVID-19 has deeply impacted the firm’s competitiveness because of the restrictions that limited the relationships with existing and new customers. The pandemic has pushed firms to rely on digital technologies to redefine business processes as well as customer relationships and marketing strategies. The digital technological portfolio firms may rely on to face the COVID-19 related challenges spanning from the established web-based technologies to the more recent Industry 4.0 tools related to the fourth industrial revolution. In this regard, the paper aims at exploring which digital technologies allowed firms to positively react to the pandemic to overcome their constraints in managing the market relationships. Based on an original qualitative analysis on 26 Italian SMEs carried out during the first Italian lockdown in 2020, the paper identifies three strategies in the use of digital technologies to support customer relationship management and market expansion. It emerges specifically the strategic importance of web-based technologies (videoconferencing, CRM and e-commerce) to support firm competition and performance through customer interactions and digital experience, advancing the literature on firms’ reaction strategies during turbulent and crisis times.

scholarly journals Perancangan Aplikasi E-CRM Pada PT Manfuku Sejahtera Indonesia

2010 ◽  
Vol 1 (1) ◽  
pp. 88
Author(s):  
Inayatulloh Inayatulloh ◽  
Andi Sukandi
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Process Analysis ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Internet Technology ◽  
Web Based ◽  
Business Process Analysis ◽  
Computer Based

The purpose of this research is to build an electronic Customer Relationship Management applications based computer by using Internet technology to enhance customer relationships. The research method is to do with company business process analysis in maintaining relationships with customers and develop computer-based applications that support enterprise business processes. In analyzing the company's business processes carried out several activities with the company to get the information required and the design of applications that will be built in accordance with needs. The conclusion the implementation of an electronic application web-based Customer Relationship Management can help companies improve relationships with customers based on questionnaires conducted several post-application. Conclusion of this paper is in improving relationships with customers built an electronic Customer Relationship Management applications based computer by using Internet technology that allows companies in gaining new customers, maintain customer loyalty with an intermediary application.

scholarly journals The Implementation of Customer Relationship Management (CRM) Supported by SMS Gateway Technology

2019 ◽  
Vol 16 (1) ◽  
pp. 45
Author(s):  
Komang Redy Winatha
Keyword(s):  
Customer Relationship Management ◽  
Service Management ◽  
Environmental Changes ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Web Based ◽  
Customer Data ◽  
Gateway Technology ◽  
Web Based System

Responding to the higher restaurant industry competition, the Mailaku Roemah Nongkrong restaurant was not too flexible in facing an environmental changes. It was still using manual technology while there was an advancing technological developments. It was still applying the internal resources for business development. One way to overcome this problem is by utilizing technology and the concept of customer relationship management (CRM). CRM is a marketing strategy to create and maintain customer relationships and reduce the possibility of customers moving to other competitors. This study presented the development and implementation of CRM in a web-based system that was supported by sms gateway technology. The research methodology that will be used in this study consists of some steps, such as library study, observation, interviews, and system development which was divided into analysis, design, coding, and testing. The result was a web-based system was able to manage customer data, product promotion, and customer service management to create good relationships with customers. This system can be as an alternative for restaurants and customers in establishing practical business communication.

The Critical Success Factors of Web-Based Supply Chain Collaboration Adoption

2010 ◽  
pp. 1956-1976
Author(s):  
Saad Ghaleb Yaseen ◽  
Khaled Saleh Al Omoush
Keyword(s):  
Supply Chain ◽  
Critical Success Factors ◽  
Success Factors ◽  
Business Processes ◽  
Supply Chain Collaboration ◽  
Management Support ◽  
Web Based ◽  
Performance Effectiveness ◽  
Critical Success ◽  
And Performance

This chapter aims to identify the Critical Success Factors (CSFs) and outcomes of Web-based Supply Chain Collaboration (SCC). A total of 230 questionnaires were initially distributed to sample respondents of seven manufacturing firms in Jordan that use Web systems to collaborate with supply chain members. The results showed that top management support, IT infrastructure, training and education, business processes reengineering, trust among partners, open information sharing, and performance measurement are critical factors for Web-based SCC implementation success. In addition, this study revealed that Web-based SCC implementation is positively related to supply chain relationship quality, performance effectiveness, and performance efficiency.

scholarly journals Impact of digital technologies on the company’s business model

2021 ◽  
Vol 244 ◽  
pp. 10002
Author(s):  
Tatyana Averina ◽  
Sergey Barkalov ◽  
Irina Fedorova ◽  
Vera Poryadina
Keyword(s):  
Business Model ◽  
Business Models ◽  
Business Processes ◽  
Industrial Revolution ◽  
Digital Technologies ◽  
Current Level ◽  
Fourth Industrial Revolution ◽  
Structured Approach ◽  
Systematic Modeling

The fourth industrial revolution is destroying traditional business models of companies. In order to maintain the current level of competitiveness, companies must adapt to changing conditions, draw up and implement strategies for introducing digital technologies into their business processes. The article presents a structured approach for systematic modeling of business digitalization.

scholarly journals Customer Relationship Management

2020 ◽  
Vol 6 (2) ◽  
pp. 212-218
Author(s):  
E. Erlygina ◽  
V. Filimonova
Keyword(s):  
Marketing Strategy ◽  
Customer Relationship Management ◽  
Business Processes ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Automated Systems ◽  
System Process ◽  
The Relationship ◽  
Orderly System

The modern market is characterized by changes in the relationship between companies and customers. Today, customer relationships are an orderly system process that needs to be monitored and managed. In the context of complex sales in highly competitive markets, the use of automated systems will provide organizations with increased competitiveness. Automated CRM software can become a solution for implementing a personalized marketing strategy, which will allow you to more effectively manage business processes that occur within the framework of interaction between employees and customers.

The Critical Success Factors of Web-Based Supply Chain Collaboration Adoption

2009 ◽  
pp. 110-129
Author(s):  
Saad Ghaleb Yaseen ◽  
Khaled Saleh Al Omoush
Keyword(s):  
Supply Chain ◽  
Critical Success Factors ◽  
Success Factors ◽  
Business Processes ◽  
Supply Chain Collaboration ◽  
Management Support ◽  
Web Based ◽  
Performance Effectiveness ◽  
Critical Success ◽  
And Performance

This chapter aims to identify the Critical Success Factors (CSFs) and outcomes of Web-based Supply Chain Collaboration (SCC). A total of 230 questionnaires were initially distributed to sample respondents of seven manufacturing firms in Jordan that use Web systems to collaborate with supply chain members. The results showed that top management support, IT infrastructure, training and education, business processes reengineering, trust among partners, open information sharing, and performance measurement are critical factors for Web-based SCC implementation success. In addition, this study revealed that Web-based SCC implementation is positively related to supply chain relationship quality, performance effectiveness, and performance efficiency.

Customer Relationship Management (CRM)

2009 ◽  
pp. 94-117
Author(s):  
Mahesh Raisinghani ◽  
Abdu Albur ◽  
Sue Leferink ◽  
Thomas Lyle ◽  
Stephen Proctor
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Business Processes ◽  
Relationship Management ◽  
Internet Marketing ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Technical Solution ◽  
Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

scholarly journals LAYANAN E-COMMERCE PENJUALAN PAKAIAN BERBASIS WEB DENGAN PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT

2018 ◽  
Vol 2 (2) ◽  
pp. 9-16
Author(s):  
Heldi Diana Tudenga ◽  
Yohanis Malelak
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Relationship Management ◽  
Customer Relationship ◽  
Flow Diagram ◽  
Literature Study ◽  
Web Based ◽  
Application Service ◽  
Data Flow Diagram

badi Collection Shop is a business entity engaged in the sale of clothing located on the roadRoundabout PU Tuak Daun Merah II. In conducting its business processes the Abadi Collection Shopstill uses the conventional mechanism, the customer must come directly to the outlet to see and searchfor products sold by Abadi Collection Shop. In order to support the business run by Abadi CollectionShop, the existence of customers is not only a source of company income but also as a long term assetthat needs to be managed and maintained through Customer Relationship Management. The purposeof this research is to design and build an Application Service E-commerce Web Based Clothing Salesby applying Customer Relationship Management at Abadi Collection Shop. Data collecting method bywriter is literature study, observation and interview, tool of analysis of system design in the form ofdocument flow, context diagram, data flow diagram, and proposed database of entity relationshipdiagram. While making the software in this thesis, the writer uses PHP and Adobe Dreamwaver CS6and MySQL database. The results of this study system designed to support order transactions as wellas a promotional event that can facilitate customers in communication and provide input for AbadiCollection Shop.

Applications of Data Mining in CRM Based on Web Log

2012 ◽  
Vol 446-449 ◽  
pp. 3762-3765
Author(s):  
Jian Ning Dang ◽  
Ai Qin Zhang ◽  
Wei Jing
Keyword(s):  
Data Mining ◽  
Service Providers ◽  
Integrated Approach ◽  
Financial Service ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Web Based ◽  
Future Success ◽  
Key Factor

Nowadays, under intensified competition, winning and keeping customers is becoming more and more important. Company must focus on building long-term relationships with their customers for continuously adding market share. For defeating other financial service providers, the banks should have the ability to address their customers' preferences and priorities effectively, and should strategically use this understanding in every area to establish and strengthen long-term customer relationships. Consequently, systematic and web-based customer relationship management (CRM) will be a key factor to future success for financial service institutions. This thesis research explored advanced data mining technologies for building a best next offer predictive model, and focused on providing an integrated approach to improve performance of the prediction.

Customer Relationship Management (CRM)

2010 ◽  
pp. 2055-2077
Author(s):  
Mahesh Raisinghani ◽  
Abdu Albur ◽  
Sue Leferink ◽  
Thomas Lyle ◽  
Stephen Proctor
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Business Processes ◽  
Relationship Management ◽  
Internet Marketing ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Technical Solution ◽  
Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

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