scholarly journals Customer Relationship Management (CRM) - Philosophy and its Significance for the Enterprise

2019 ◽  
Vol 1 (1) ◽  
pp. 1004-1011
Author(s):  
Adam Idzikowski ◽  
Piotr Kuryło ◽  
Joanna Cyganiuk ◽  
Marta Ryczko
Keyword(s):  
Customer Relationship Management ◽  
Swot Analysis ◽  
Relationship Management ◽  
Customer Relationship ◽  
Call Centre ◽  
Management Philosophy ◽  
Account Management ◽  
Key Account ◽  
The Cost ◽  
A Company

AbstractThe article presents the CRM (Customer Relationship Management) philosophy. The principles of building the CRM strategy, enabling building and strengthening ties with the client (including ensuring its safety in relationship with a company), thanks to which the company can expect continuous sales, have been presented. Exemplary tools used in CRM (such as: call centre, contact centre, key account management) are listed and described. An attempt has been made to assess the cost-effectiveness of implementing the CRM philosophy in the enterprise based on the SWOT analysis. The strengths, weaknesses, opportunities and threats of such an undertaking were analysed, and the results were presented in the summary and final conclusions.

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.

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 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DAN APLIKASINYA DALAM INDUSTRI MANUFAKTUR DAN JASA

2016 ◽  
Vol 3 (2) ◽  
Author(s):  
Edwin Agung Wibowo
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Relationship ◽  
A Company

Customer Relationship Management (CRM) is one of the ways to maintain continuous relationship between a  company and its stakeholders as well as its shareholder. A lot of companies are using CRM to maintain its relationship with the customers. By using CRM, the companies will be able to find out their customers’ needs and wants so that emotionally they can be involved with each other. This enables them to have a two-way communication. As a result, they will have close and open business relationship which makes the customers, especially, loyal to the companies; and they will not easily change their preference to another product or brand.    

scholarly journals Application of E-CRM in Salon Business in Increasing Loyalty and Service to Customers

2020 ◽  
Vol 4 (2) ◽  
pp. 268-275
Author(s):  
Nur’Ahya Anisa ◽  
Yuliazmi Yuliazmi ◽  
Grace Gata
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Web Based ◽  
Existing Problems ◽  
Crm System ◽  
Provision Of Services ◽  
Number Of Customers ◽  
A Company ◽  
Loyal Customers

D'Moze Salon is a company engaged in the sale of salon services established in 2009 with its first branch located in Tanjung Duren, West Jakarta. Some of the factors faced by D 'Moze Salon are handling verbally delivered complaints, a large number of customers visit make a long waiting list for treatment, and it is difficult to identify and retain loyal customers. Implementing CRM is one way for companies to be able to create good relationships with customers and mutual benefits. Along with the development of information technology requires companies to apply technology in business because business competition is increasingly high. By applying the Electonic Customer Relationship Management (E-CRM) model that provides a means of interface for customers that can help solve existing problems so that they can benefit both customers and the company. The interface provided is a web-based E-CRM system created with the PHP programming language and MySQL database. Using this E-CRM system D'Moze Salon is easier to manage the provision of services so the level of customer satisfaction increases also their loyalty. Thus, complaints will be reduced, testimonials from satisfied customers are increasing. This will capture potential new customers to choose D’Moze as the salon for treatment.  

A Customer Relationship Management System to Target Customers at Cisco

2011 ◽  
pp. 209-221
Author(s):  
Rahul Bhaskar
Keyword(s):  
Marketing Strategy ◽  
Customer Relationship Management ◽  
Management System ◽  
Relationship Management ◽  
Customer Relationship ◽  
A Company

This case describes the implementation of an Internet empowered Customer Relationship Management (CRM) at Cisco Systems Inc. After describing the organizational background of Cisco, the case takes the student into the issues that the executives faced after the market crash in 2001. John Chambers, Cisco CEO, and his team decided to strengthen Cisco’s relationship with the customers so that the company could emerge stronger when the markets recovered. Questions are raised as to the implementation of technology and supporting processes in a company that traditionally had not considered CRM as its core marketing strategy.

scholarly journals APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS IN LITHUANIAN MOBILE TELECOMMUNICATIONS COMPANIES / RYŠIŲ SU KLIENTAIS VALDYMO SISTEMOS TAIKYMO PRIVALUMAI IR TRŪKUMAI LIETUVOS VIEŠOJO JUDRIOJO TELEFONO RYŠIO ORGANIZACIJOSE

2013 ◽  
Vol 5 (1) ◽  
pp. 29-37
Author(s):  
Laura Uturytė-Vrubliauskienė ◽  
Mantas Linkevičius
Keyword(s):  
Customer Relationship Management ◽  
Information Technologies ◽  
Relationship Management ◽  
Modern Society ◽  
Customer Relationship ◽  
Management Systems ◽  
Business World ◽  
A Company ◽  
Telecommunications Companies ◽  
Operational Capacity

Global investments in information technologies are constantly growing as the result of quick changes in technologies, globalization process, accelerating pace of life and increase in the importance of information to the modern society. Thus, the latest information technologies and systems are emphasized as one of the most important features of competitive ability of an organisation. As information technologies are getting more and more important in determining the advantage of a company in the business world, CEOs of organisations should pay more attention to implementation of systems that contribute to operational capacity of the entire organisation. In order to ensure success of an organisation, it is important to look for new investment solutions helping companies to develop individualized and differentiated ways of interaction with customers, ensuring their loyalty and allowing to maintain competitiveness in the market. More and more often, customer relationship management systems are chosen to achieve these aims. These systems are applied for business to efficiently manage relations with customers of a company; they help increasing the benefit obtained by every supplier or customer to the maximum and improving the results of the entire activity. Due to the increase in the number of organisations implementing customer relationship management systems (CRM), it is becoming important to study and evaluate these technologies and their influence. This would help to better understand the present problems related with customer relationship management (CRM) systems. Santrauka Šiandienėje visuomenėje, vykstant sparčiai technologijų kaitai, globalizacijos procesui, spartėjant gyvenimo tempui ir didėjant informacijos svarbai, informacinėms technologijoms skiriamos investicijos nuolatos auga visame pasaulyje. Todėl, naujausios informacinės technologijos ir sistemos iškyla kaip vienas iš svarbiausių organizacijos konkurencingumo bruožų. Pastaraisiais metais, mokslinėje literatūroje vis dažniau galima rasti tyrimų pavyzdžių, nagrinėjančių ryšių su klientais valdymo sistemas (CRM) kaip kokybiškai naują informacinę technologiją. Tyrinėjimai šioje srityje leistų geriau suvokti esamas problemas, susijusias su ryšių su klientais valdymo (CRM) sistemomis ir taip užpildyti literatūroje esančią spragą. Straipsnio tikslas – išanalizuoti literatūros, susijusios su ryšių su klientais valdymo sistemomis (CRM), šaltinius, ir, remiantis organizacijų požiūriu, ištirti ir įvertinti ryšių su klientais valdymo sistemos (CRM) taikymo privalumus ir trūkumus. Siekiant įvardinti motyvuojančius faktorius, skatinančius organizacijas diegtis ryšių su klientais valdymo sistemas (CRM), buvo atliktas tyrimas. Pasitelkus anketą buvo apklausti visi ryšių su klientais valdymo sistemos (CRM) ekspertai, dirbantys Lietuvos viešojo judriojo telefono ryšio organizacijose. Remiantis tyrimo rezultatais nustatyta, kad svarbiausi bei reikšmingiausi šioms organizacijoms motyvacijos veiksniai yra: nesugebėjimas sistemiškai kaupti ir analizuoti duomenis (60%), pardavimo galimybių trūkumas (40%), nesugebėjimas tinkamai koordinuoti darbus (40%). Tyrimo metu nustatyta, jog ryšių su klientais valdymo sistemą (CRM) ekspertai įvertino kaip nesudėtingą naudoti (75%). Dažniausiai šią sistemą įsidiegusių organizacijų susiduria su tokiomis problemomis kaip neefektyvus ryšių su klientais valdymo sistemos (CRM) galimybių išnaudojimas, taip pat, šios sistemos neatitikimas organizacijoms poreikiams, trukdantis sėkmingai naudotis įdiegta sistema.Straipsnis anglų kalba.

scholarly journals Sistem Informasi Dengan Pendekatan Customer Relationship Management (CRM) Menggunakan Metode Service Quality

2020 ◽  
Vol 19 (1) ◽  
pp. 34-40
Author(s):  
Diah Tri Wahyuni ◽  
Tacbir Hendro Pudjiantoro ◽  
Asep Id Hadiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Secondary Data ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Perceptions ◽  
The Right ◽  
The Cost

Anna Salon Spa is a beauty care business or service that provides various kinds of treatments. Primary data were obtained from interviews with Anna salon spa employees, while secondary data used library sources and research results and data collection techniques used interview, observation and documentation techniques. In this study, problems were found such as the difficulty in determining customer loyalty, the difficulty in calculating the cost optimally, the difficulty in conducting transaction recapitulation because there may be data missing or not being calculated correctly because Anna Salon Spa is still recording the data in the ledger. In addition, another problem that arises is the delivery of promotions that take more time because they have to send the same message one by one to customers or via Instagram and Facebook. The method uses the calculation of the actual value of service quality by comparing the value of customer perceptions with the value of customer expectations and expressed in percent, this method aims to determine the extent of service performance and measure customer satisfaction. To solve this problem is to build an information system with a web-based customer relationship management (CRM) approach that provides input to the applications used by Anna Salons Spas so as to provide comfort and satisfaction for customers and can help provide better, timely information systems. , and is accurate and recommends the right service so that it benefits the company. The use of service quality methods in this study is to know the value and measure customer satisfaction through the questionnaire given to customers.

Sign in / Sign up

Export Citation Format

Share Document