scholarly journals Model analitičkog CRM-a u funkciji optimizacije maloprodajnih zaliha

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Branimir Dukić ◽  
Martina Martinović ◽  
Stojana Dukić
Keyword(s):  
Inventory Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Inventory Optimization ◽  
Crm System ◽  
Modern Business ◽  
The Difference ◽  
The Stability ◽  
High Level

Customer relationship management is a modern business philosophy that grew out of relationship marketing focusing on a consumer as an individual, i.e. on satisfying consumer needs in order to foster their loyalty and turn them into repeat customers. Although the primary goal of customer relationship management is to ensure the stability of revenue generation from a long-term partnership between a supplier and a consumer, it is also a philosophy that rationalizes operations primarily through reducing the costs of attracting new customers, thereby optimizing inventories. Inventory optimization involves adjusting the production process to the needs of consumers. In the modern retail environment, characterised by high level of competition, maintaining inventories not readily marketable can mean the difference between survival and going out of business. Therefore, modern retail systems tend to optimize inventory. Today, this would be impossible to do without the possibilities provided by CRM systems, in particular its subsystem, analytical CRM. Monitoring consumer behaviour in retail is within the scope of CRM system. Data obtained from such systems serve as the basis for inventory management. However, for inventory management to be possible, one has to consider which models, especially stochastic, can be used in inventory optimization. These models then need to be applied in the analytical subsystem of the CRM system. For such models to have use value, it is necessary to adjust the transaction part of the CRM system in terms of collecting the data needed for selected retail inventory optimization models. The answers to these and other questions relating to the use of analytical CRM in optimizing retail inventory are contained in the results of this research.

Possibilities of Implementing Customer Relationship Management in the Function of Improving the Competitiveness of the Civil Engineering Sector

2015 ◽  
Vol 725-726 ◽  
pp. 977-983 ◽  
Author(s):  
Boban Melovic ◽  
Mijat Jocovic ◽  
Irina Lugovskaya ◽  
Nikolai Vatin
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Civil Engineering ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Business Strategies ◽  
Crm System ◽  
Modern Business

Modern business strategies and quality of business environment are conditions for increasing competitiveness of companies in the civil engineering sector. Basic idea of Customer Relationship Management (CRM) is to shift the focus from the product to the buyer and in that way to build quality, long term and profitable relations. Products and services must be adjusted to the demands and specifications of certain clients. CRM is not a technology but a business concept, business philosophy. Basic aim of CRM in the civil engineering sector is gaining and keeping customers with the biggest purchasing potential. The article show that the implementation of the CRM system is in the direct positive correlation with business results of the companies from the civil engineering sector. In order to make the CRM strategy successful, it is necessary to determine appropriate strategy of creating long term, sustainable and profitable relationships with buyers, then to adjust business processes of the company and if necessary to adapt the organizational structure to creating the environment which is totally focused on the buyer.

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.

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.

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.

Modern Business Strategy Customer Relationship Management in the Area of Civil Engineering

2014 ◽  
Vol 678 ◽  
pp. 644-647 ◽  
Author(s):  
Mijat Jocovic ◽  
Boban Melovic ◽  
Nikolay Vatin ◽  
Vera Murgul
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Civil Engineering ◽  
Relationship Management ◽  
Customer Relationship ◽  
Competitive Advantages ◽  
Business Results ◽  
Doing Business ◽  
Long Run ◽  
Modern Business

Customer Relationship Management (CRM) is a modern business strategy which creates and maintain long term and profitable relations with the buyers. CRM serves for planning and maintaining processes of sales and strengthening competitiveness by registering all interactions of the company with its buyers and suppliers. This system collects and consolidates information from various sources within the company, and where it is possible, they collect information from the company's surroundings in order to offer unique image about each single client, in the real time. Aim of the paper is to show that CRM strategy can be successfully implemented in doing business in the area of civil engineering, so that good business results can be generated on that basis and strengthen competitive ability. Achieving close relations with customers represents main tools for obtaining competitive advantages, thus this paper will show the significance of setting up these relations with customers as well as ways how CRM can contribute to improving better operations on the long run.

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 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

Sign in / Sign up

Export Citation Format

Share Document