Research on customer relationship management of A company under the background of e-commerce

2021 ◽  
Author(s):  
Yihang Lv
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
A Company

Customer Relationship Management (CRM) Implementation: Failures, Successes, And Lessons Learned

2018 ◽  
Vol 4 (04) ◽  
Author(s):  
Dileep Kumar Pagoti ◽  
Sajeev Thomson Mathew ◽  
Karthikeyan Manoharan
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Implementation Process ◽  
Lessons Learned ◽  
Customer Relationship ◽  
Management Technique ◽  
Crm System ◽  
The Relationship ◽  
A Company ◽  
Potential Customers

Our paper discusses an important strategic management technique called Customer Relationship Management (CRM) and talks about the successes and failures companies face while implementing this concept in their organization. Customer Relationship Management (CRM) is a technology used to build relationship between an organization and existing customers or potential customers. CRM system records information about customers, manages marketing campaigns, finds sales opportunities and stores information/ data of the customers. This makes it easy to satisfy the customers, improve the relationship with the customer, increase sales, and improve the organization’s profitability. Another important feature discussed in the paper is the Scope of CRM and what roles do various entities play in the success of maintaining positive relationships with customers. In addition to this, our paper also dives into the implementation process of CRM in a company and the various software used in the real world. We also venture into the positive and negative aspects of implementing CRM in your company and where you can go right or wrong. Prime examples of various companies facing success or failures are mentioned in detail to help understand the effects of CRM implementation.

scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DAN APLIKASINYA DALAM INDUSTRI MANUFAKTUR DAN JASA

2016 ◽  
Vol 3 (2) ◽  
Author(s):  
Edwin Agung Wibowo
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Relationship ◽  
A Company

Customer Relationship Management (CRM) is one of the ways to maintain continuous relationship between a  company and its stakeholders as well as its shareholder. A lot of companies are using CRM to maintain its relationship with the customers. By using CRM, the companies will be able to find out their customers’ needs and wants so that emotionally they can be involved with each other. This enables them to have a two-way communication. As a result, they will have close and open business relationship which makes the customers, especially, loyal to the companies; and they will not easily change their preference to another product or brand.    

scholarly journals Application of E-CRM in Salon Business in Increasing Loyalty and Service to Customers

2020 ◽  
Vol 4 (2) ◽  
pp. 268-275
Author(s):  
Nur’Ahya Anisa ◽  
Yuliazmi Yuliazmi ◽  
Grace Gata
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Web Based ◽  
Existing Problems ◽  
Crm System ◽  
Provision Of Services ◽  
Number Of Customers ◽  
A Company ◽  
Loyal Customers

D'Moze Salon is a company engaged in the sale of salon services established in 2009 with its first branch located in Tanjung Duren, West Jakarta. Some of the factors faced by D 'Moze Salon are handling verbally delivered complaints, a large number of customers visit make a long waiting list for treatment, and it is difficult to identify and retain loyal customers. Implementing CRM is one way for companies to be able to create good relationships with customers and mutual benefits. Along with the development of information technology requires companies to apply technology in business because business competition is increasingly high. By applying the Electonic Customer Relationship Management (E-CRM) model that provides a means of interface for customers that can help solve existing problems so that they can benefit both customers and the company. The interface provided is a web-based E-CRM system created with the PHP programming language and MySQL database. Using this E-CRM system D'Moze Salon is easier to manage the provision of services so the level of customer satisfaction increases also their loyalty. Thus, complaints will be reduced, testimonials from satisfied customers are increasing. This will capture potential new customers to choose D’Moze as the salon for treatment.  

A Customer Relationship Management System to Target Customers at Cisco

2011 ◽  
pp. 209-221
Author(s):  
Rahul Bhaskar
Keyword(s):  
Marketing Strategy ◽  
Customer Relationship Management ◽  
Management System ◽  
Relationship Management ◽  
Customer Relationship ◽  
A Company

This case describes the implementation of an Internet empowered Customer Relationship Management (CRM) at Cisco Systems Inc. After describing the organizational background of Cisco, the case takes the student into the issues that the executives faced after the market crash in 2001. John Chambers, Cisco CEO, and his team decided to strengthen Cisco’s relationship with the customers so that the company could emerge stronger when the markets recovered. Questions are raised as to the implementation of technology and supporting processes in a company that traditionally had not considered CRM as its core marketing strategy.

scholarly journals APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS IN LITHUANIAN MOBILE TELECOMMUNICATIONS COMPANIES / RYŠIŲ SU KLIENTAIS VALDYMO SISTEMOS TAIKYMO PRIVALUMAI IR TRŪKUMAI LIETUVOS VIEŠOJO JUDRIOJO TELEFONO RYŠIO ORGANIZACIJOSE

2013 ◽  
Vol 5 (1) ◽  
pp. 29-37
Author(s):  
Laura Uturytė-Vrubliauskienė ◽  
Mantas Linkevičius
Keyword(s):  
Customer Relationship Management ◽  
Information Technologies ◽  
Relationship Management ◽  
Modern Society ◽  
Customer Relationship ◽  
Management Systems ◽  
Business World ◽  
A Company ◽  
Telecommunications Companies ◽  
Operational Capacity

Global investments in information technologies are constantly growing as the result of quick changes in technologies, globalization process, accelerating pace of life and increase in the importance of information to the modern society. Thus, the latest information technologies and systems are emphasized as one of the most important features of competitive ability of an organisation. As information technologies are getting more and more important in determining the advantage of a company in the business world, CEOs of organisations should pay more attention to implementation of systems that contribute to operational capacity of the entire organisation. In order to ensure success of an organisation, it is important to look for new investment solutions helping companies to develop individualized and differentiated ways of interaction with customers, ensuring their loyalty and allowing to maintain competitiveness in the market. More and more often, customer relationship management systems are chosen to achieve these aims. These systems are applied for business to efficiently manage relations with customers of a company; they help increasing the benefit obtained by every supplier or customer to the maximum and improving the results of the entire activity. Due to the increase in the number of organisations implementing customer relationship management systems (CRM), it is becoming important to study and evaluate these technologies and their influence. This would help to better understand the present problems related with customer relationship management (CRM) systems. Santrauka Šiandienėje visuomenėje, vykstant sparčiai technologijų kaitai, globalizacijos procesui, spartėjant gyvenimo tempui ir didėjant informacijos svarbai, informacinėms technologijoms skiriamos investicijos nuolatos auga visame pasaulyje. Todėl, naujausios informacinės technologijos ir sistemos iškyla kaip vienas iš svarbiausių organizacijos konkurencingumo bruožų. Pastaraisiais metais, mokslinėje literatūroje vis dažniau galima rasti tyrimų pavyzdžių, nagrinėjančių ryšių su klientais valdymo sistemas (CRM) kaip kokybiškai naują informacinę technologiją. Tyrinėjimai šioje srityje leistų geriau suvokti esamas problemas, susijusias su ryšių su klientais valdymo (CRM) sistemomis ir taip užpildyti literatūroje esančią spragą. Straipsnio tikslas – išanalizuoti literatūros, susijusios su ryšių su klientais valdymo sistemomis (CRM), šaltinius, ir, remiantis organizacijų požiūriu, ištirti ir įvertinti ryšių su klientais valdymo sistemos (CRM) taikymo privalumus ir trūkumus. Siekiant įvardinti motyvuojančius faktorius, skatinančius organizacijas diegtis ryšių su klientais valdymo sistemas (CRM), buvo atliktas tyrimas. Pasitelkus anketą buvo apklausti visi ryšių su klientais valdymo sistemos (CRM) ekspertai, dirbantys Lietuvos viešojo judriojo telefono ryšio organizacijose. Remiantis tyrimo rezultatais nustatyta, kad svarbiausi bei reikšmingiausi šioms organizacijoms motyvacijos veiksniai yra: nesugebėjimas sistemiškai kaupti ir analizuoti duomenis (60%), pardavimo galimybių trūkumas (40%), nesugebėjimas tinkamai koordinuoti darbus (40%). Tyrimo metu nustatyta, jog ryšių su klientais valdymo sistemą (CRM) ekspertai įvertino kaip nesudėtingą naudoti (75%). Dažniausiai šią sistemą įsidiegusių organizacijų susiduria su tokiomis problemomis kaip neefektyvus ryšių su klientais valdymo sistemos (CRM) galimybių išnaudojimas, taip pat, šios sistemos neatitikimas organizacijoms poreikiams, trukdantis sėkmingai naudotis įdiegta sistema.Straipsnis anglų kalba.

scholarly journals PERANCANGAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT DENGAN MENGGUNAKAN METODE CUSTOMER RELATIONSHIP MANAGEMENT SCORECARD

2013 ◽  
Vol 3 (1) ◽  
Author(s):  
Nurlailah Badariah ◽  
Didien Suhardini ◽  
Agung Wahyu Rahmanto
Keyword(s):  
Performance Management ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Complaints ◽  
Customer Complaint ◽  
Customer Interaction ◽  
Media Distribution ◽  
A Company

<p>Gading Indah Agency (GIA) is a company that has over than 25 years serving the<br />needs of print media distribution for its customers. By comparing customer complaint data in<br />June and December 2010, it is known that an increase in the number of customer complaints<br />against the service company by 0.73% which may indirectly indicate the declining performance<br />of the company. Therefore GIA requires a performance management that can measure the<br />performance of the company as a step to determine the position of the company and then used<br />as feedback for evaluation. Performance measurement in accordance with the GIA CRM<br />Scorecard is a method that has the perspective of customer-focused orientation. Stages of<br />designing a model of CRM Scorecard in the company's vision begins with the translation<br />company's mission to the CRM Scorecard in four perspectives, namely Customer Value,<br />Customer Satisfaction, Customer Interaction, Customer Knowledge and GIA have 10 strategic<br />objectives from the perspective of translation CRM Scorecard.</p>

scholarly journals Crm Performances Accented With the Implementation of Data Warehousing and Data Mining Technologies

2013 ◽  
Vol 6 (2) ◽  
Author(s):  
Ines Isaković
Keyword(s):  
Data Mining ◽  
Customer Relationship Management ◽  
Small Businesses ◽  
Data Warehousing ◽  
Relationship Management ◽  
Customer Relationship ◽  
Data Warehouses ◽  
Customer Interaction ◽  
A Company

Customer Relationship Management (CRM) has become more and more a key strategy for large and small businesses. It supports marketing, sales, services and involves direct and indirect customer interaction. Customers are put into the center of the business, because they represent an asset and profit for any company. Customers need to be satisfied in order to be loyal. A company can achieve that by meeting customer’s needs and expectations. In order to perform both for the benefit of the customer and for itself, a company has to use all the positive advantages of IS technologies that support CRM including data warehouses and data mining, that are clearly presented in this paper

scholarly journals Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan pada Maskapai Penerbangan Garuda Indonesia Melalui Program Frequent Flyer

2019 ◽  
Vol 3 (6) ◽  
pp. 30
Author(s):  
Eva Dwi Sundari
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Frequent Flyer ◽  
Research Findings ◽  
Almost All ◽  
A Company

The aim of this study is to examine the effect of Customer Relationship Management (CRM) on customer loyalty on Garuda Indonesia airlines through frequent flyer programs. The study sample was taken from Garuda Indonesia passengers over the age of 18 years. Primary data was collected through convenience sampling. Regression analysis is used to test hypothese. There is the influence of Customer Relationship Management on Customer Loyalty on Garuda Indonesia airlines, there is a Frequent Flyer influence on customer loyalty on Garuda Indonesia airlines, there is a frequent flyer influence to moderate Customer Relationship Management to Garuda Indonesia Customer Loyalty, there is the effect of Customer Relationship Management, Frequent Flyer for Garuda Indonesia airlines. It is better if further research is conducted in the long term, so that Garuda Indonesia CRM can be explored more far. While Garuda Indonesia's services cover almost all of Indonesia and several other countries. The literature that discusses CRM is still not much so that the dimensions of dimension elaboration are still limited. Research findings reveal the need and importance of a company to continuously improve Customer Relationship Management. This study shows the need to emphasize the use of critical customer loyalty and to recognize the nature and importance of frequent flyer moderation effects. The value of this research is a combined and practical theory and finds four management implications and three practical implications.

scholarly journals PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS SISTEM E-COMMERCE

2010 ◽  
Vol 4 (2) ◽  
pp. 139
Author(s):  
Sugiarto Montana ◽  
Muwasiq Mochamad Noor
Keyword(s):  
Customer Relationship Management ◽  
Information Needs ◽  
Work Productivity ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Productivity Increase ◽  
Number Of Customers ◽  
A Company ◽  
Sales Increase

PT Dwisanjaya Abadi Mukti is a company engaged in distributing Pertamina lubricating agent with products for industrial and automotive lubricants. Therefore, companies need a Customer Relationship Management E-commerce-based systems, to address the issues of purchasing and service to customers that are still conducted manually. Systems analysis is done through observation interviews, and literature; analysis of survey findings; and identification of information needs from survey. The system is designed to give advantage to the user as to obtain the desired information quickly, to acquire new customers, improve customer relationships, and retain customers; other than that for the company this system reduces operating costs, more efficient time, accessible anytime and anywhere, improving work productivity, increase sales, increase the number of customers, and improve customer satisfaction.Keywords: customer relationship management, e-commerce, front end, back end

scholarly journals Pembangunan Sistem Electronic Customer Relationship Management pada PT. Beton Elemenindo Perkasa

2019 ◽  
Vol 8 (1) ◽  
pp. 1-11
Author(s):  
Faizal Zaenal Hambali ◽  
Wina Witanti ◽  
Puspita Nurul Sabrina
Keyword(s):  
Construction Industry ◽  
Customer Relationship Management ◽  
Management System ◽  
Precast Concrete ◽  
Relationship Management ◽  
Customer Relationship ◽  
Communication Media ◽  
Assessment And Evaluation ◽  
Increasing Demand ◽  
A Company

PT. Beton Elemenindo Perkasa is a company engaged in the construction industry as a provider of precast concrete for infrastructure projects both government and private projects. The company was founded on February 5, 1990. PT. Beton Elemenindo Perkasa markets its products in a conventional way, which comes directly to the customer, but inadequate product and service promo information makes it difficult for the company to retain customers. In addition, the lack of communication media from the company causes a lack of assessment and evaluation of the company's performance in an effort increasing demand will have an impact on decreasing loyalty and if it happens continuously the company will lose customers or switch customers to other companies. Possibility of developing a Customer Relationship Management system at PT. Beton Elemenindo Perkasa will use the waterfall method. Keyword - Electronic Customer Relationship Management; PT. Beton Elemenindo Perkasa; Waterfall.

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