Mandatory adoption of customer relationship management information technology: the role of customer support in an attitude-intention model

2010 ◽  
Vol 4 (1/2) ◽  
pp. 30
Author(s):  
Regina C. McNally ◽  
Abbie Griffin
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Information ◽  
Customer Support ◽  
Mandatory Adoption

The Role of Information Technology and Customer Relationship Management Practices in Egyptian Hotels— A Descriptive Study in Sharm El Sheikh Hotels

2019 ◽  
Vol 9 (4) ◽  
pp. 47-63
Author(s):  
Nancy Awadallah Awad ◽  
Sherif Gamal Saad
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Customer Orientation ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Hotel Performance ◽  
Operational Excellence

Information technology plays a significant role in the practice of customer relationship management (CRM) in hotels, such as helping to achieve profitability through operational excellence, lower costs, and valuing the customer's time. This research aims to examine the influence of information technology and customer relationship management practices on the performance of hotels in Egypt a case of Sharm El Sheikh hotels. To achieve these objectives, two questionnaires were designed to collect respondent's answers. It is recommended to hotels to enhance CRM practices to increase hotel performance and improve information technology to match customer orientation and CRM practices challenges and therefore making Sharm El Sheikh hotels more competitive in the global hotel industry

scholarly journals Analisis Fitur Website Universitas Islam Negeri Raden Fatah Palembang Menggunakan CRM Model Proses

Respati ◽  
2018 ◽  
Vol 13 (1) ◽  
Author(s):  
Ahmad Zarkasih ◽  
Kusrini Kusrini ◽  
Sudarmawan Sudarmawan
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Recommendation System ◽  
Relationship Management ◽  
Customer Relationship ◽  
Website Development ◽  
Campus Activities ◽  
Website Features

INTISARIPeranan internet sebagai suatu bentuk teknologi informasi sangat penting bagi instansi/lembaga yang ingin tetap bertahan/bersaing untuk suatu kemajuan, maka dari itu instansi/lembaga tersebut harus mampu beradaptasi dengan teknologi informasi ini sehingga dapat mendukung instansi/lembaganya. Tujuan penelitian ini yaitu menganalisis fitur website UIN dengan menggunakan metode Costumer Relationship Management (CRM), karena metode ini digunakan untuk membantu pihak universitas dalam mengelolah hubungan dengan mahasiswa, dosen dan masyarakat..Hasil survey observasi dan wawancara digunakan dalam menganalisis Fitur Website Universitas Islam Negeri Raden Fatah Palembang untuk menghasilkan berupa mockup dari hasil analisa berupa fitur-fitur yang akan diterapkan dalam pengembangan website UIN berdasarkan metode Customer Relationship Management (CRM). hasil dari penelitian ini juga akan berupa rancangan fitur-fitur pada website UIN yang dapat diterapkan oleh perusahaan untuk lebih berinteraksi secara aktif dengan pelanggan dan meningkatkan kualitas pelayanan bagi pelanggan.. Dengan bantuan dari framework dynamic of CRM dan melakukan strategi CRM dengan sistem rekomendasi baru, dari strategi CRM tersebut maka ditemukan tujuan baru yang lebih dinamis seperti konsep fitur bimbingan, menampilkan fitur data alumni, fitur produk hukum bagi kebutuhan pengguna, fitur informasi seminar dan kegiatan kampus yang akan membantu operasional serta sarana komunikasi, maka dari kondisi inilah kebutuhan teknologi akan menjadi lebih ringan.Kata Kunci : Customer Relationship Management (CRM),  website, fiturAbstractThe role of the Internet as a form of information technology is very important for institutions / institutions that want to stay / compete for a progress, therefore the agency / institution must be able to adapt to this information technology so that it can support the institution / institution. The purpose of this research is UIN website feature feature by using Relationship Management (CRM) method, because this method is used to assist university in managing relationships with students, lecturers and community.The results of observation and interview surveys are used in analyzing the Website Features of Raden Fatah Palembang State Islamic University to generate a mockup of analysis results in the form of features that will be applied in UIN website development based on Customer Relationship Management (CRM) method. the results of this study will also be the design of features on UIN website that can be applied by the company to more actively interact with customers and improve the quality of service for the customer. With the help of the dynamic of CRM framework and performing CRM strategy with new recommendation system, from the CRM strategy, new dynamic goals such as counseling feature feature, alumni data feature, legal product feature for user needs, seminar information feature and campus activities which will help the operational and communication facilities, then from these conditions the needs of technology will become lighter.Key Word : Customer Relantionship Management (CRM), Websites, Features

A Conceptual Framework Illustrating the Effects of E-CRM on Customer Loyalty

2019 ◽  
pp. 123-134
Author(s):  
Maysam Saifi
Keyword(s):  
Conceptual Framework ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Business Strategy ◽  
Banking Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Support

Customer relationship management (CRM) is recognized as a business strategy to identify the most profitable customers in the banking industry and to devote time and attention to gain their loyalty. The purpose of this chapter is to propose a conceptual framework representing sub-factors of electronic customer relationship management (e-CRM) and customer loyalty as a base model to examine the effect of e-CRM on customer loyalty. E-CRM is a well-structured and systematized process of CRM that automatizes processes of marketing, sales, and customer service. This study helps us to have a better understanding of the role of e-CRM in customer loyalty in Tejarat Bank. The main focus is on e-CRM including factors such as e-banking, customer support, security, and additional services.

Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

2018 ◽  
Vol 7 (2) ◽  
pp. 180
Author(s):  
Wiyanto Wiyanto ◽  
Fajar Butsianto ◽  
Karsito Karsito
Keyword(s):  
Information Technology ◽  
Information System ◽  
Medical Record ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
Design System ◽  
System Validation ◽  
Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

USING SOCIAL NETWORK PARADIGM FOR DEVELOPING A CONCEPTUAL FRAMEWORK IN CRM

2011 ◽  
Vol 01 (04) ◽  
pp. 63-71
Author(s):  
Mohammad Javad Mosadegh ◽  
Mehdi Behboudi
Keyword(s):  
Social Networks ◽  
Social Network ◽  
New Media ◽  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Its Analysis ◽  
Analysis Tools

This study develops a conceptual framework for applying social networks in usual CRM models. Recent changing in customer relationship theme and putting new media and network-based paradigm into practice makes it imperative to find how social networks affect CRMs. Accordingly, this study explains the role of social networks in customer relationship management by using its analysis, tools and aspects of this concepts based on CRM models. We have provided a SCRM framework that is based on usual CRM models and incorporates Social networks and its tools, methods and analysis. The framework is combination of Social networks concept and traditional CRM concepts.

scholarly journals CREATING SUSTAINABLE COMPETITIVE ADVANTAGE IN BANKING THROUGH TECHNOLOGY, CUSTOMER RELATIONSHIP MANAGEMENT AND INTERNAL MARKERTING

2017 ◽  
Vol 1 (1) ◽  
pp. 74
Author(s):  
Lilian Achieng Onyango ◽  
Dr. Paul Katuse
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Significant Positive Effect ◽  
Positive Effect

Purpose: The purpose of the study was to establish the need of creating sustainable competitive advantage in banking through technology, customer relationship management and internal marketing.Methodology: The research was carried out through an explanatory research. The target population of the study was 3,193 employees of the Co-op Bank. A sample of 68 employees spread across the bank was selected. The researcher used descriptive and inferential statistics in this study.  The study used primary data. The study used a questionnaire as the preferred data collection tool. This study used the quantitative method of data analysis which included inferential and descriptive statistics. Descriptive statistics included frequencies and measures of tendency mainly means and frequencies. Inferential statistics included correlation analysis. The tool for data analysis was Statistical Package for Social Sciences (SPSS) version 17 program. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: The findings indicated that information technology has significant positive effect on competitive advantage. The findings also showed that customer relationship management (CRM) has a significant positive effect on competitive advantage of banks. The findings further implied that internal marketing has a significant effect on competitive advantage. Further the findings implied that information technology has significant positive effect on competitive advantage.Unique contribution to theory, practice and policy: Following study results, it was recommended that investment in Information technology be emphasized in the banks as it has an effect on the overall achievement of competitive advantage. The study also recommended that banks should emphasize customer relationship by investing in a customer relationship management system. It was further recommended that employees are central to an effective CRM and as such firms must manage its relationships with their employees if they have any hope of fully serving customer needs and that this is especially important in firms where employees are the eyes of customers.

scholarly journals The mediating role of customer relationship management between e-supply chain management and competitive advantage

2022 ◽  
Vol 6 (1) ◽  
pp. 263-272 ◽  
Author(s):  
Abdalrazzaq Aloqool ◽  
Malek Alharafsheh ◽  
Hadeel Abdellatif ◽  
Lana Ahmad Suleiman Alghasawneh ◽  
Jassim Ah-mad Al-Gasawneh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Competitive Position ◽  
The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2014 ◽  
pp. 562-577
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2013 ◽  
pp. 221-236
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

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