scholarly journals Towards the implementation of Industry 4.0: A methodology-based approach oriented to the customer life cycle

2021 ◽  
Vol 126 ◽  
pp. 103403
Author(s):  
Víctor Julio Ramírez-Durán ◽  
Idoia Berges ◽  
Arantza Illarramendi
Keyword(s):  
Life Cycle ◽  
Industry 4.0 ◽  
Customer Life Cycle

Customer Relationship Management as a Customer-Centric Business Strategy

2015 ◽  
pp. 182-218
Keyword(s):  
Life Cycle ◽  
Customer Service ◽  
Business Strategy ◽  
Customer Value ◽  
Life Cycle Management ◽  
Customer Relationship ◽  
Strategic Integration ◽  
Customer Life Cycle ◽  
Strategic Objective ◽  
Company Culture

CRM is fundamentally essential for the future of the company. CRM technologies enable the company to understand customer behavior better, predict their future behavior, deliver customized customer experience, and establish long-term customer relationships. However, considering that CRM is only limited with technology would be a big mistake for the company. Companies cannot deliver outstanding customer value, service, and experiences only through investing in CRM technologies. Strategic integration of CRM philosophy into company culture and operating processes are required to deliver superior customer service and experience. In the absence of CRM strategy, companies fail to harvest the benefits of CRM. The main purpose of this chapter is to discuss the characteristics as well as the strategic objective of CRM strategy. This chapter explains the customer life cycle management and proposes a holistic framework for customer life cycle management. This chapter ends with discussing the strategies to turn customers into assets and create devoted customers.

scholarly journals Life Cycle Engineering 4.0: A Proposal to Conceive Manufacturing Systems for Industry 4.0 Centred on the Human Factor (DfHFinI4.0)

2020 ◽  
Vol 10 (13) ◽  
pp. 4442 ◽  
Author(s):  
Susana Suarez-Fernandez de Miranda ◽  
Francisco Aguayo-González ◽  
Jorge Salguero-Gómez ◽  
María Jesús Ávila-Gutiérrez
Keyword(s):  
Life Cycle ◽  
Industry 4.0 ◽  
Manufacturing Systems ◽  
Human Factor ◽  
Management Training ◽  
Exploratory Research ◽  
Reference Architecture ◽  
Life Cycle Engineering ◽  
Requisite Variety ◽  
Law Of Requisite Variety

Engineering 4.0 environments are characterised by the digitisation, virtualisation, and connectivity of products, processes, and facilities composed of reconfigurable and adaptive socio-technical cyber-physical manufacturing systems (SCMS), in which Operator 4.0 works in real time in VUCA (volatile, uncertain, complex and ambiguous) contexts and markets. This situation gives rise to the interest in developing a framework for the conception of SCMS that allows the integration of the human factor, management, training, and development of the competencies of Operator 4.0 as fundamental aspects of the aforementioned system. The present paper is focused on answering how to conceive the adaptive manufacturing systems of Industry 4.0 through the operation, growth, and development of human talent in VUCA contexts. With this objective, exploratory research is carried, out whose contribution is specified in a framework called Design for the Human Factor in Industry 4.0 (DfHFinI4.0). From among the conceptual frameworks employed therein, the connectivist paradigm, Ashby’s law of requisite variety and Vigotsky’s activity theory are taken into consideration, in order to enable the affective-cognitive and timeless integration of the human factor within the SCMS. DfHFinI4.0 can be integrated into the life cycle engineering of the enterprise reference architectures, thereby obtaining manufacturing systems for Industry 4.0 focused on the human factor. The suggested framework is illustrated as a case study for the Purdue Enterprise Reference Architecture (PERA) methodology, which transforms it into PERA 4.0.

scholarly journals Mapping the Patient’s Journey in Healthcare through Process Mining

2020 ◽  
Vol 17 (18) ◽  
pp. 6586
Author(s):  
Michael Arias ◽  
Eric Rojas ◽  
Santiago Aguirre ◽  
Felipe Cornejo ◽  
Jorge Munoz-Gama ◽  
...  
Keyword(s):  
Life Cycle ◽  
Process Mining ◽  
Customer Experience ◽  
Customer Journey ◽  
Customer Life Cycle ◽  
Patient’S Experience ◽  
Healthcare Process ◽  
Or Organization ◽  
A Company

Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers’ perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healthcare as a tool to asses customer journeys. The appropriateness of the approach presented is illustrated through a case study of a key healthcare process. Results depict how a healthcare process can be mapped through the CJ components, and its analysis can serve to understand and improve the patient’s experience.

Assessing the Effect of Customer Relationship System and State of Relationship Quality Effect with Customer Life Cycle : Case Study Saderat Bank of Rasht

2013 ◽  
Vol 2 (10) ◽  
pp. 25-29
Author(s):  
Hamid Reza Alipour Shirsavar ◽  
Amin Torabi ◽  
Ali Dalir Saber Jalali ◽  
Ali Nemati ◽  
Meysam Borjali zadeh ◽  
...  
Keyword(s):  
Life Cycle ◽  
Relationship Quality ◽  
Customer Relationship ◽  
Customer Life Cycle

scholarly journals The quality of customer information management in customer life cycle management

2003 ◽  
Vol 10 (3) ◽  
pp. 240-254 ◽  
Author(s):  
Merlin Stone ◽  
Bryan Foss ◽  
Iain Henderson ◽  
Dave Irwin ◽  
Jon O'Donnell ◽  
...  
Keyword(s):  
Life Cycle ◽  
Information Management ◽  
Life Cycle Management ◽  
Customer Life Cycle ◽  
Customer Information
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