scholarly journals Intelligent Customer Relationship Management on The Web

2005 ◽  
Author(s):  
Kok Wong ◽  
Chun Fung ◽  
Xiong Xiao ◽  
Kit Wong
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
The Web

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.

Customer Relationship Management (CRM) Implementation Intensity and Performance

2011 ◽  
pp. 129-140
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine Yeap Ai Leen
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Competitive Environment ◽  
Customer Needs ◽  
And Performance ◽  
The Web ◽  
Online Web

Competition in the Web-hosting industry has become very intense in recent years as the market becomes saturated with existing as well as new players. To survive in this very competitive environment, Web-hosting companies need to be more responsive to their customer needs. Customer relationship management is thought of as a key solution to this. Thus the purpose of this study was to test the effect of CRM implementation intensity on CRM performance among Web-hosting companies. The more intense the implementation the better the CRM performance should be. Data was collected via online questionnaires from 81 respondents representing various online Web-hosting companies around the globe. The results indicated CRM implementation intensity had a direct positive influence on CRM performance.

Turning Your Brick and Mortar into a Click and Mortar

2001 ◽  
pp. 94-105
Author(s):  
Stephan Kudyba ◽  
Richard Hoptroff
Keyword(s):  
Customer Relationship Management ◽  
American Culture ◽  
Relationship Management ◽  
Customer Relationship ◽  
Great Success ◽  
Brick And Mortar ◽  
History Of ◽  
Tremendous Amount ◽  
Year 2000 ◽  
The Web

I recently read an article about words and terms that evolved exclusively from the American culture. This piece traced the history of American-born verbiage throughout the 1900s and into the year 2000. Not surprisingly, many of the words that appeared in later years were some of the most pervasive buzzwords and terms of our Web-wild culture: e-business, e-commerce, click-and-mortar, among others. It’s daunting, really; no wonder some retailers are confounded by what faces them as they ponder the move from offline to online. You’ve spent millions of dollars implementing a customer relationship management system to better understand your customers: their wants, their desires, their buying habits. You’ve used it to great success to build excellent offline customer relations. You’re now looking for the next big opportunity, the jump into something beyond what you’re currently doing. The truth is that those that do make the jump can be exposed to a tremendous amount of opportunity and increased revenue. Using the data that your customer relationship management (CRM) solution has collected about offline customers and “multichanneling” it, as it’s called, can lead to big profits. Traditional marketers’ eyes light up when they see forecasts predicting that $199 billion will have been spent by consumers online by 2005 (“Online Influencing Offline: The Multichannel Mandate,” Jupiter Communications, June, 2000). The challenge presented to marketers is how to successfully make the jump to promoting their goods in cyberspace. The thing to remember is that a lot of the same rules apply—but on the Web, you have a lot more options. Be aware that Web and offline marketing share some basic truisms. The ultimate goal is to identify your appropriate audiences and market to them accordingly. Get to know your audiences, present them information that is customized to their needs and interests, and deliver it to them in a non-intrusive manner. The Web makes it exceedingly easy to do this, especially with solutions like online profiling, which this chapter will cover in detail.

UML as an Essential Tool for Implementing eCRM Systems

2009 ◽  
pp. 1453-1463
Author(s):  
Calin Gurau
Keyword(s):  
Data Mining ◽  
Information Retrieval ◽  
Resource Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Management ◽  
Customer Information ◽  
It Applications ◽  
The Web

Electronic commerce requires the redefinition of the firm’s relationships with partners, suppliers, and customers. The goal of effective customer relationship management (CRM) practice is to increase the firm’s customer equity, which is defined by the quality, quantity, and duration of customer relationships (Fjermestad & Romano, 2003). The explosive development of the online market and the rapid evolution of customer management applications have determined the companies to implement electronic customer relationship management (eCRM) systems, which are using advanced technology to enhance customer relationship management practices. The successful implementation of an eCRM system requires a specific combination of IT applications that support the classic domains of the CRM concept: marketing, sales, and service (Kennedy, 2006). Electronic marketing aims for acquiring new customers and moving existing customers to further purchases. Electronic sales try to simplify the buying process and to provide superior customer support. Electronic service has the task to provide electronic information and services for arising questions and problems or to convey customers to the right contact person in the organization. The eCRM system comprises a number of business processes, interlinked in a logical succession: • Market segmentation: The collection of historical data, complemented with information provided by third parties (such as marketing research agencies), is segmented on the basis of customer life-time value (CLV) criteria, using data mining applications. • Capturing the customer: The potential customer is attracted to the Web site of the firm through targeted promotional messages, diffused through various communication channels. • Customer information retrieval: The information retrieval process can be either implicit or explicit. When implicit, the information retrieval process registers the Web behaviour of customers, using specialized software applications, such as “cookies.” On the other hand, explicit information can be gathered through direct input of demographic data by the customer (using online registration forms or questionnaires). Often, these two categories of information are connected at database level. • Customer profile definition: The customer information collected is analyzed in relation with the target market segments identified through data mining, and a particular customer profile is defined. The profile can be enriched with additional data (e.g., external information from marketing information providers). This combination creates a holistic view of the customer, his needs, wants, interests and behaviour (Pan & Lee, 2003). • Personalization of firm-customer interaction: the customer profile is used to identify the best customer management campaign (CMC), which is applied to personalize the company-customer online interaction. • Resource management: The company-customer transaction require complex resource management operations, which are partially managed automatically, through specialized IT-applications, such as Enterprise Resource Planning (ERP) or Supply Chain Management (SCM), and partly through the direct involvement and coordination of operational managers.

scholarly journals Metode Customer Relationship Management untuk Stokis Luxor Cabang Kisaran Berbasis Web

2021 ◽  
Vol 1 (1) ◽  
pp. 73-80
Author(s):  
Cici Paramita Panjaitan ◽  
Iqbal Kamil Siregar ◽  
Santoso Santoso
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Herbal Products ◽  
Web Based ◽  
Customer Data ◽  
The Media ◽  
Good Word ◽  
Product Sales ◽  
The Web

Abstract : Customer relationship management is a facility to strengthen relationship between companies and customers. CRM also establishes sales programs to build and manage close ties with customers so as not to move to other competitors. This thesis presents an increase in web-based CRM in Stockist Luxor Kisaran. Luxor Stockist is a business entity engaged in marketing herbal products, the system used is still with a manual system. The results of the fundamental method on the web obtained are managing customer data, product improvement, product sales, and consumer consultation facilities to respond to questions and suggestions from customers. This application uses the PHP and MYSQL programming language for the media to make it easier for customers to interact with the company. This application is expected to help companies strengthen the good word with customers in retaining customers and to get new customers. Keyword :Customer Relationship Management, Marketing, Services, PHP language and  MYSQL database  Abstrak : Manajemen hubungan pada pelanggan ialah suatu fasilitas guna  mempererat jalinan baik perusahaan dan pelanggan. CRM juga membentuk program penjualan guna membangun serta mengatur ikatan yang erat pada pelanggan agar tidak berpindah ke pesaing lain. Skripsi ini menyajikan peningkatan CRM berbasis web di Stokis Luxor Kisaran. Stokis Luxor merupakan badan usaha yang bergerak dalan pemasaran produk herbal, sistem yang digunakan masih dengan sistem manual. Hasil metode mendasar pada web yang didapat adalah mengatur data konsumen, peningkatan produk, penjualan produk, dan fasilitas konsultasi konsumen guna menanggapi pertanyaan maupun saran dari pelanggan. Aplikasi ini memakai bahasa program PHP dan MYSQL untuk media agar memudahkan pelanggan untuk berinteraksi dengan perusahaan.. Aplikasi ini diharap dapat membantu perusahaan dalam mempererat ikataan baik dengan pelanggan dalam mempertahankan pelanggan dan untuk mendapatkan pelanggan baru.Kata Kunci:Customer Relationship Management,Pemasaran ,Pelayanan, bahasa PHP dan database MYSQL

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