Providing a Model of the Relationship between Software, Hardware, and Organizational Factors in the Success of Implementing a Comprehensive Customer Relationship Management (CRM) System Using Fuzzy Mapping Function (FCM) Case Study: International Transportation of Iranian Forwarder

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.

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

Turkish Journal of Computer and Mathematics Education (TURCOMAT) ◽

10.17762/turcomat.v12i6.5787 ◽

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.

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The relationship between customer satisfaction and customer relationship management system; a case study of Ghavamin Bank

Industrial and Commercial Training ◽

10.1108/ict-10-2013-0067 ◽

2014 ◽

Vol 46 (4) ◽

pp. 220-227 ◽

Cited By ~ 5

Author(s):

Alireza Rezghi Rostami ◽

Changiz Valmohammadi ◽

Jahan Yousefpoor

Keyword(s):

Customer Satisfaction ◽

Customer Relationship Management ◽

Relationship Management ◽

Customer Relationship ◽

Capital City ◽

Validity And Reliability ◽

Statistical Population ◽

Content Type ◽

Crm System ◽

The Relationship

Purpose – The purpose of this paper is to study the relationship between customer relationship management (CRM) system and customer satisfaction in branches of Ghavamin Bank in the capital city of Iran, Tehran. Design/methodology/approach – Based on the review of literature a questionnaire was designed. After the verification of its validity and reliability, the data were collected from statistical population, the customers of selected branches at Tehran city. The data were analyzed using inferential statistics and the SPSS software, and frequency distribution, distribution indexes, Pearson's correlation, and regression methods were also used. Findings – The results revealed that the four factors of CRM system, i.e. service quality, service characteristics, level of service access, and handling complaints have a positive effect on customer satisfaction in the surveyed branches of Ghavamin Bank. Research limitations/implications – The sample is restricted to only one city, so in generalizability of the obtained results caution should be taken. Originality/value – Given the ever growing importance of banking industry in Iran as a developing country, the results of this study could help policy makers of the surveyed bank to realize the importance of CRM's criteria and characteristics in increasing customer satisfaction.

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Minimising Risk—The Application of Kotter’s Change Management Model on Customer Relationship Management Systems: A Case Study

Journal of Risk and Financial Management ◽

10.3390/jrfm14100496 ◽

2021 ◽

Vol 14 (10) ◽

pp. 496

Author(s):

Danny Sittrop ◽

Cheryl Crosthwaite

Keyword(s):

Change Management ◽

Customer Relationship Management ◽

Change Process ◽

Research Question ◽

Relationship Management ◽

Customer Relationship ◽

Management Model ◽

Change Model ◽

Crm System

Implementing a Customer Relationship Management (CRM) system requires significant consideration with respect to change management and the associated business risks. This paper describes how to best achieve the change goal and minimize these risks. The research question under investigation is: “How can Kotter’s change management model be used effectively to enhance the value and utilisation of a CRM system”. Kotter’s eight-stage change model is the adopted change model used by the organisation under study. As business intelligence (BI) is a growing field within industry and academia alike, limited substantive research has been done regarding how to manage the change process itself within a BI project. Often research either focuses on the technical development (e.g., agile methodology) or the change process from a holistic perspective. However, both are needed to effectively manage the risk of failure. The research design for this study was that of a single organisation case study. The research questions were addressed by using a deductive research style. To allow for multiple perspectives and triangulation of the data, a mixed-methods approach (Quant + QUAL) was used. Outcomes of the research showed that whilst there was some success in the implementation of Kotter’s change model, it could have been significantly improved if the competencies identified in this research were considered and incorporated prior and during the change journey. Building on Kotter’s classic work with change management, this research fills the gap by describing the pertinent competencies required in managing the change process, identifying common pitfalls and investigating the common threads between the ‘data to outcome’ process and the change management process to better mitigate the risk This paper adds value to current change literature/models by defining and describing the importance of these competencies when embarking on a change program related to BI tools and systems and how these competencies are incorporated into Kotter’s model.

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RELATIONSHIP BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND CONSUMER BUYING BEHAVIOUR(CBB) IN MOROCCAN BANKS: A QUALITATIVE STUDY

European Journal of Management and Marketing Studies ◽

10.46827/ejmms.v6i3.1126 ◽

2021 ◽

Vol 6 (3) ◽

Author(s):

Noureddine Madani ◽

Mhamed Hamiche

Keyword(s):

Customer Relationship Management ◽

Banking Sector ◽

Relationship Management ◽

Customer Relationship ◽

Bank Branches ◽

Crm System ◽

Mediating Factors ◽

Buying Behaviour ◽

The Relationship ◽

Insight Into

In view of the changes in the banking sector, the adoption of a customer relationship management (CRM) system is an important issue for banks. It contributes to the optimisation and management of customer portfolio, more precisely this system allows to acquire new customers and to increase the profitability of existing customers. This article aims to answer the following question: what is the relationship between CRM and the consumer buying behaviour (CBB) in Moroccan banks? The study we conducted among 21 bank branches. Also, the study provided insight into the direct and indirect relationships between the use of CRM systems and consumer buying behaviour. The respondents described each of the variables on the benefits of CRM systems as mediating factors and the variables on the attributes of consumer buying behaviour. JEL: M31, Z33 Article visualizations:<img src="/-counters-/edu_01/0875/a.php" alt="Hit counter" />

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Relationship Ending in the Concept of Customer Relationship Management

Olsztyn Economic Journal ◽

10.31648/oej.3138 ◽

2015 ◽

Vol 10 (2) ◽

pp. 103-113

Author(s):

Ewa Hajduk-Kasprowicz ◽

Lech Nieżurawski

Keyword(s):

Customer Relationship Management ◽

Relationship Management ◽

Professional Services ◽

Customer Relationship ◽

Modern Literature ◽

Relationship Dissolution ◽

Business Relationships ◽

Efficient Management ◽

The Future ◽

The Relationship

The paper discusses the problems of fading and ending of business relationships in the sphere of professional services i.e. the phase of a relationship dissolution resulting from a client's or a firm's decision to end it. This phase includes, among others, determining the causes of the relationship dissolution and drawing conclusions for the future in order to prevent losing the most lucrative clients. Both in theory and in practice, relationship ending is perceived as something stretched in time i.e. consisting of numerous stages and influenced by numerous factors and events.The aim of the present paper is an analysis of the modern literature on the causes and mechanisms of business relationships termination in the sphere of professional services as well as indicating some possibilities of a more effective and efficient management of these relations.

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

Adhyayan A Journal of Management Sciences ◽

10.21567/adhyayan.v1i2.10227 ◽

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.

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