scholarly journals Investigating the Impact of Big Data Analytics on Perceived Sales Performance: The Mediating Role of Customer Relationship Management Capabilities

Complexity ◽  
2020 ◽  
Vol 2020 ◽  
pp. 1-17 ◽  
Author(s):  
Muhammad Shahbaz ◽  
Changyuan Gao ◽  
Lili Zhai ◽  
Fakhar Shahzad ◽  
Adnan Abbas ◽  
...  
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Data Analytics ◽  
Dynamic Capabilities ◽  
Big Data Analytics ◽  
Relationship Management ◽  
Sales Performance ◽  
Customer Relationship ◽  
Research Model ◽  
The Impact

A persistent question for information technology researchers and practitioners is how big data analytics (BDA) can improve sales performance. Therefore, this study proposed a research model to investigate the impact of BDA on perceived sales performance in accordance with the resource-based view (RBV) and dynamic capability theory. The 416 valid responses collected from the employees of pharmaceutical organizations were analyzed using structural equation modelling to test the proposed research model. Results indicated that the BDA and customer relationship management (CRM) capabilities shared a strong positive impact on perceived sales performance. BDA, as organizational resources, creates organizational dynamic capabilities, such as CRM capabilities. BDA and CRM capabilities can influence perceived sales performance. Furthermore, CRM capabilities have a significant mediating impact on the relationships between BDA and perceived sales performance. This study also highlighted the practical and theoretical implications of the proposed model, the research limitations, and the future research directions.

scholarly journals Impact of big data analytics on sales performance in pharmaceutical organizations: The role of customer relationship management capabilities

PLoS ONE ◽  
2021 ◽  
Vol 16 (4) ◽  
pp. e0250229
Author(s):  
Muhammad Shahbaz ◽  
Changyuan Gao ◽  
Lili Zhai ◽  
Fakhar Shahzad ◽  
Adeel Luqman ◽  
...  
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Relationship Management ◽  
Sales Performance ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Automation System ◽  
The Impact

In this era of technology development, every business wants to equip its salesforce with a sustainable salesforce automation system to improve sales performance and customer relationship management (CRM) capabilities. This study investigates the impact of big data analytics (BDA) on CRM capabilities and the sales performance of pharmaceutical organizations. A research model was tested based on 416 valid responses collected from pharmaceutical companies through a structured questionnaire. Structural equation modeling (SEM) was employed using Smart-PLS3 to confirm the contribution of BDA to improving CRM capabilities and sales performance. The study finds that individual characteristics such as self-efficacy, playfulness, and social norms, along with organizational characteristics such as voluntariness, user involvement, user participation, and management support, are positive predictors of salesforce perception of BDA. This positive perception of BDA increased the person-technology fit in the salesforce, which ultimately increased the CRM capabilities and sales performance.

Big Data Analytics for Smart Airport Management

2021 ◽  
pp. 209-231
Author(s):  
Desmond Narongou ◽  
Zhaohao Sun
Keyword(s):  
Big Data ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Customer Relationship ◽  
Operational Effectiveness ◽  
Airport Management ◽  
International Airport ◽  
Computing Paradigm ◽  
The Impact ◽  
Smart Airport

Smart airport management has drawn increasing attention worldwide for improving airport operational efficiency. Big data analytics is an emerging computing paradigm and enabler for smart airport management in the age of big data, analytics, and artificial intelligence (AI). This chapter will explore big data analytics for smart airport management from a perspective of PNG Jackson's International Airport. More specifically, this chapter first provides an overview of big data analytics and smart airport management and then looks at the impact of big data analytics on smart airport management. The chapter discusses how to apply big data analytics and smart airport management to upgrade PNG Jackson's International Airport in terms of safety and security, optimizing operational effectiveness, service enhancements, and customer experience. The approach proposed in this chapter might facilitate research and development of intelligent big data analytics, smart airport management, and customer relationship management.

scholarly journals TOWARDS EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT IN OMAN: ROLE OF BIG DATA

2017 ◽  
Vol 5 (10) ◽  
pp. 92-100
Author(s):  
Tarek Khalil ◽  
Al-Refai Mohammad ◽  
Amer Nizar Fayez ◽  
SharafQudah Mohammed
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Predictive Analytics ◽  
Big Data Analytics ◽  
Relationship Management ◽  
Qualitative Evaluation ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Time Data ◽  
Analytical Tools

We established a framework to explore the feasibility of enabling big data within the customer relationship management (CRM) strategies in Oman for creating sustainable business profit nationwide. A qualitative evaluation was made based on predictive analytics convergence and big data facilitated CRM. It was found that the big data analytics can meticulously alter the competitive industrial setting, and thereby proffered notable benefits to the business organization in terms of operation, strategies, and competitiveness. Results revealed that companies must introduce analytical tools, real-time data, and hire talented as well as skilled employees to improve the productivity in consistent with the new business model. Furthermore, depending on the customer engagement, an assemblage and analysis of enormous data volume together with analytical tools was discerned to assist companies towards efficient resource allocation and capital spending. The implications of using big data for CRM in Oman and way forward were emphasized.

scholarly journals The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms

2021 ◽  
Vol 29 (1) ◽  
pp. 103-122
Author(s):  
Cristina Gallego-Gomez ◽  
Carmen De-Pablos-Heredero ◽  
José Luis Montes-Botella
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Dynamic Capabilities ◽  
Banking Industry ◽  
Relationship Management ◽  
Implementation Process ◽  
Equation Model ◽  
Customer Relationship ◽  
Technological Environment ◽  
The Impact

The banking industry has been forced to restructure its processes to get adapted to a more technological environment as a consequence of the changes experienced in the market. Academic literature has paid special attention to the most critical relationship at firms, customers. Customer relationship management (CRM) offers good opportunities to increase efficiencies in this relationship. For this reason, this research analyses to what extent the implementation of CRM systems in the banking industry has offered good results in terms of dynamic capabilities. For that, some dynamic capabilities have been identified after CRMs implementation process has taken place. A theoretical model has been built and empirically validated by means of a representative sample of banking firms applying structural equation model analysis (SEM). Results show how firms, by properly implementing CRM systems, can reach dynamic capabilities. As main practical implications for firms, it is interesting to orient CRMs implementation to reach dynamic capabilities.

scholarly journals A Frame Work for Customer Relationship Management in Nigerian Banks Using Data Analytics

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Olatayo M Olaniyan ◽  
Emeka Ojukwu ◽  
Cyril Ogude
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Management System ◽  
Data Analytics ◽  
Empirical Test ◽  
Big Data Analytics ◽  
Relationship Management ◽  
Customer Relationship ◽  
New Strategy ◽  
Using Data

One of the most crucial challenges that Nigeria banks have to face is in the jurisdiction of customers’ satisfaction. Customers’ satisfaction has become one of the most important factors of success in today’s banking industry in Nigeria. Today Nigeria banks customer’s increases every day, as it is essential for many Nigerian to have proper savings with any bank of their choice; if the performance of bank falls short of their expectations, the very survival of such bank would be difficult. In this paper, a   framework for customer relationship management for Nigeria banks using big data analytics approach was developed. Qualitative research was used to identify customer satisfaction through customer management system information publish annually.  The data were collected from complaint data for financial report 2017 from the Customer Relationship Management System for WEMA Bank Plc. The data were analyzed using excel spread sheet and later converted into CSV and ARFF file format respectively. Data were  exported into WEKA for data analytics which then generated results. The formulated hypotheses are subjected to empirical test using Logistic regression and Machine learning. This new strategy provided solution of these problems identified. Keywords: Data Analytics, Linear regression, Banking,  Customer Satisfaction

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