scholarly journals EVALUATION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS FOR SMALL SERVICE BUSINESSES

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Shannon Agredo ◽  
Enrique Mu ◽  
Catherine Vella
Keyword(s):  
Small Business ◽  
Customer Relationship Management ◽  
Evaluation Model ◽  
Relationship Management ◽  
Decision Makers ◽  
Customer Relationship ◽  
The Past ◽  
Crm System ◽  
Service Businesses ◽  
Reference Tool

Although several Customer Relationship Management (CRM) evaluation frameworks have been developed in the past years, they are usually complex, oriented toward large organizations and from the firm’s perspective only. This study proposes a CRM evaluation model which is simple for a small business to use and takes into account three different perspectives: the business, the staff and the customer. The need for this model arose when one of the co-authors had to evaluate and select a CRM system suitable for a small business. Also, although the evaluation will be done within the context of a specific business, this model and the multiple perspective approach can be used with minimum modifications as an evaluation and reference tool for other CRM decision-makers in small service businesses. https://doi.org/10.13022/ijahp2017.v9.is1.473

A Critical Review On Perception & Benefits Of Customer Relationship Management (CRM) System In Indian Private Hospitals

2016 ◽  
Vol 1 (2) ◽  
Author(s):  
Dr. Surendra Kumar ◽  
Dr. Meenakshi Srivastava
Keyword(s):  
Electronic Medical Records ◽  
Customer Relationship Management ◽  
Medical Records ◽  
Relationship Management ◽  
Customer Relationship ◽  
Research Approach ◽  
Private Hospitals ◽  
Crm System ◽  
Systems Implementation ◽  
Adoption And Implementation

The implementation of Customer relationship Management (CRM) Systems has been increased within organizations for the purposes of increasing customer loyalty accompany with decreasing expenses and increasing revenues. The perception of the benefits associated with the implementation of CRM systems is an essential step for the adoption and implementation of CRM systems. Therefore, this paper presents the study conducted to investigate the perception of the CRM systems in the private hospitals in the northern part of India as there is a lack of adoption of CRM systems in hospitals. Qualitative research approach that is interview based was adapted in the study. The management of 10 private hospitals in the northern part of India was interviewed. The results reveal that no hospital has adopted CRM system. In addition, there is a substantial lack of understanding of the benefits of CRM systems in hospitals. Some hospitals claim that the implementation of CRM system is not of their priorities and there are much important projects as the implementation of Electronic Medical Records (EMD). However, other hospitals indicate for an existence of future plan for the adoption and implementation of CRM system. Another issue that needs to be taken into consideration by the vendors of CRM systems is the high costs associated with the implementation of CRM systems in hospitals. Indeed, both the vendors of CRM systems and the managers of hospitals hold the responsibility of the lack of CRM systems implementation in hospitals.

E-CRM

2010 ◽  
pp. 436-444 ◽  
Author(s):  
María Rosa Llamas-Alonso ◽  
Ana Isabel Jiménez-Zarco
Keyword(s):  
Competitive Advantage ◽  
Market Share ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The Past ◽  
The Cost ◽  
Business Philosophy ◽  
Number Of Firms

As competition and the cost of acquiring new customers continue to increase, the need to build and enhance customer relationships has become paramount for businesses. The building of strong customer relationships has been suggested as a means for gaining competitive advantage (Mckenna, 1993) so, in today’s marketplace, a growing number of firms seek to develop profound, close and long-lasting relationships with their customers since it is much more profitable to keep and satisfy current customers than to manage an ever-changing customer portfolio (Reinartz & Kumar, 2003; Ross, 2005; Llamas-Alonso et al. 2009). This one is a consequence of many paradigmatical changes in the marketing field during the past decades, such as a transition from a focus on the product, transactional marketing, acquiring clients (responsive marketing approach) and market share towards a customer centric approach, relationship marketing, two-way communication, retaining customers (proactive and holistic marketing approaches) and share of customer. Thus, in this fastmoving and highly competitive scenario Customer Relationship Management (hereafter referred to as CRM) emerges as a business philosophy devoted to enhance customer relationships and consequently create value for both the company and the customer.

Infosys Technologies Limited

2011 ◽  
pp. 1-15
Author(s):  
Debabroto Chatterjee ◽  
Rick Watson
Keyword(s):  
Information Management ◽  
Delivery System ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
It Services ◽  
Customer Information ◽  
Crm System ◽  
Front End

Infosys Technologies Ltd., one of the world’s most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBA – Customer Information Management By All. This customer-focused system was conceived and designed to improve communication and collaboration between the company and its customers. By seamlessly integrating the front-end sales system with the back-end delivery system, CIMBA was expected to further enhance the company’s IT solutions delivery capability. This case provides insights into the factors that triggered the need for developing such an integrated CRM solution and how the company went about developing and launching this system. It also brings to light the various challenges associated with the implementation of this IS solution.

Sobha Developers Limited: Competitive Advantage through CRM

2016 ◽  
Vol 20 (02) ◽  
pp. 253-281
Author(s):  
P. Sanjay Sarathy ◽  
Sanjay Patro
Keyword(s):  
Growth Rate ◽  
Real Estate ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Decisions ◽  
The Past ◽  
Financial Strength ◽  
Industry Leader ◽  
Real Estate Company

Sobha Developers was a public-listed real estate company. It developed a self-sustaining integrated customer relationship management (CRM) model which was tested over a period for its robustness. Several concerns and issues were raised and business decisions were taken over these. The model enabled an increase in customer retention growth rate. The company’s vision for the next five years was to make Sobha Developers an industry leader and incorporate the integrated CRM model in every real estate company in India and Asia. Having achieved the strongest growth rate in the past few years, Sobha Developers had stabilized its real estate operations not only in Bangalore but also in other cities of India. The contract works with corporates could potentially treble the revenues of Sobha Developers in the coming two years and lend further financial strength and muscle to the company’s operations.

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 Internet of Things based Customer Relationship Management – A Research Perspective

2018 ◽  
Vol 7 (2.7) ◽  
pp. 444 ◽  
Author(s):  
Samir Yerpude ◽  
Dr Tarun Kumar Singhal
Keyword(s):  
Internet Of Things ◽  
Real Time ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Mobile Internet ◽  
Customer Relationship ◽  
Time Data ◽  
Crm System ◽  
Real Time Data ◽  
The Impact

Objectives: To study the impact of Internet of things (IoT) on the Customer Relationship Management process and evaluate the benefits in terms of customer satisfaction and customer retention. Methods: An extensive literature review was conducting wherein the constructs of CRM and IoT are studied. Various preliminary information on IoT and CRM system along with the components of Digital enablers have been evaluated. References from research papers, journals, Internet sites, statistical data sites and books were used to collate the relevant content on the subject. The study of all the relevant scenarios where there is a possible impact of IoT origin real time data on CRM was undertaken. Findings: Customer demands are continuously evolving and it is very relevant for all the organizations to align and keep pace with the change. Organizations need to be customer centric and agile to the changing market scenarios. Evaluation of the trends in mobile internet vs desktop internet was also conducted to validate the findings. Application: The usage of real time data emerging out of the IoT landscape has become a reality with the data transmitted over the Internet and consumed by the CRM system. It improves the control on the customer relationship function helping the organizations to operate within healthy and sustained profit  

scholarly journals Customer Relationship Management (CRM) Analysis and Design to Provide Customer Service in The Culinary Field (Case Study Restaurant XYZ)

2021 ◽  
Vol 12 (6) ◽  
pp. 2785-2809
Author(s):  
Lorio Purnomo, Sfenrianto
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
User Centered Design ◽  
Unified Modeling ◽  
Analysis And Design ◽  
Crm System

There has been a lot of discussion regarding Customer Relationship Management (CRM) in recent years, where the CRM function to provide customer service in the culinary field has been widely applied by culinary business entrepreneurs. Restaurant XYZ, which started the culinary business in 2018, will design a CRM system to improve service to its customers, this is because it has not been optimal in the process of providing services to its customers. Before doing the design, an analysis phase is needed which is carried out using the Fishbone Method, this method is expected to help in analyzing the constraints and needs of the Restaurant XYZ in the best CRM design. The design using the Diagram Unified Modeling Language (UML) and User Centered Design (UCD) approach, is expected to create a CRM system as expected by the owner of Restaurant XYZ. The CRM that has been planned is expected to help the owner in providing services to Restaurant XYZ customers.

scholarly journals The Relationship between Work Satisfaction and Service Satisfaction in Perspective of Financial Specialist-Customer Relationship

2012 ◽  
Vol 4 (8) ◽  
pp. 434-443
Author(s):  
Chun-Chu Liu ◽  
Chien-min Huang .
Keyword(s):  
Job Satisfaction ◽  
Customer Relationship Management ◽  
Treatment Satisfaction ◽  
Work Satisfaction ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Decision Makers ◽  
Customer Relationship ◽  
Relationship Of ◽  
The Relationship

This study is based on customer relationship management (CRM). The purpose of the study is to explore the relationship between customer relationship and job satisfaction of financial specialists in perspective of customer treatment satisfaction. The study on customer relationship is divided into five aspects, which are awareness, exploration, expansion, commitment, and dissolution. Job satisfaction is divided into two aspects including internal and external satisfaction. The relationship of the aspects is studied through questionnaires, descriptive statistics, and multiple regression analysis. Results show that CRM and the financial specialist’s satisfaction have significant effects to the financial specialists and customer relationship and the financial specialists and customers satisfaction. Therefore, we would propose to the decision-makers of banks the following recommendations on enforcement of CRM in banks and increase of the financial specialist’s work satisfaction.

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