scholarly journals How Crm Performs Inside Sales Activities In Itc Companies: A Case Study Of Fincons Group, Italy

2016 ◽  
Vol 12 (19) ◽  
pp. 312
Author(s):  
Di Vittorio Arianna ◽  
Di Gioia Vito Alessandro
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Research ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Business Units ◽  
Sales Process ◽  
Marketing Analysis ◽  
Functional Process

The aim of this paper is to take a case study of the Fincons Group and examine the in depth activity of the Inside Sales Department. The study presents Fincons Group, which is an IT Consulting Company. Its offices are based in Italy, Switzerland, and England. They are organized into Business Units and are offering concerns to all the different stages of IT applications as well as complex innovation programs. It explains the activities of the Inside Sales Department, specifically the Inside Sales. In detail, Marketing Analysis and Strategy, Marketing Management, and Marketing Research and Metrics have been considered useful to present to the management the guideline for the quantitative and qualitative analysis of customer relationship management programs. Thus, its aim is to optimize the sales process. This study also deals with CRM Salesforce, which is the IT tool used for customer relationship management. In this case, it is possible to analyse the CRM by going over its list of information. Thus, the aim is to give the guideline to quantify the value of customer relationships. In conclusion, the paper highlights the idea of “Holistic CRM”. Specifically, it emphasizes the need for a cross-functional, process-oriented, and calculated approach that positions CRM at a strategic level where business should take precedence over technology.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

scholarly journals THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON MUZAKI LOYALTY

2020 ◽  
Vol 5 (2) ◽  
pp. 90
Author(s):  
Nihayatu Aslamatis Sholihah ◽  
A'rasy Fahrullah
Keyword(s):  
Human Resources ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Customer Relationship ◽  
Coefficient Of Determination ◽  
Research Use ◽  
Test Result

The aim of this research is to test the effect of customer relationship management (data and information, human resources, process, and technology) towards muzakki loyalty case study Yatim Mandiri Surabaya. this research was conducted with an associative quantitative approach. Number of samples that used in this research is 100 peoples who is active muzakki ini Yatim mandiri Surbaya and use purposive sampling technique. This research use a questionnare that calculates with Likert scale and analyzed with SPSS 23 version. The result of this research indicated that customer relationship management varible has significant effect and positive of muzakki loyalty. Based on the partial test result indicated that customer relationship management has partial effect of muzakki loyalty, and �based on the coefficient of determination test result, indicated that customer relationship management variable has a big impact as 33,7% of muzakki loyalty.

scholarly journals The Implementation of Customer Relationship Management (CRM) Supported by SMS Gateway Technology

2019 ◽  
Vol 16 (1) ◽  
pp. 45
Author(s):  
Komang Redy Winatha
Keyword(s):  
Customer Relationship Management ◽  
Service Management ◽  
Environmental Changes ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Web Based ◽  
Customer Data ◽  
Gateway Technology ◽  
Web Based System

Responding to the higher restaurant industry competition, the Mailaku Roemah Nongkrong restaurant was not too flexible in facing an environmental changes. It was still using manual technology while there was an advancing technological developments. It was still applying the internal resources for business development. One way to overcome this problem is by utilizing technology and the concept of customer relationship management (CRM). CRM is a marketing strategy to create and maintain customer relationships and reduce the possibility of customers moving to other competitors. This study presented the development and implementation of CRM in a web-based system that was supported by sms gateway technology. The research methodology that will be used in this study consists of some steps, such as library study, observation, interviews, and system development which was divided into analysis, design, coding, and testing. The result was a web-based system was able to manage customer data, product promotion, and customer service management to create good relationships with customers. This system can be as an alternative for restaurants and customers in establishing practical business communication.

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