scholarly journals Design of a CRM Level and Performance Measurement Model

2018 ◽  
Vol 10 (7) ◽  
pp. 2567 ◽  
Author(s):  
Anna Krizanova ◽  
Lubica Gajanova ◽  
Margareta Nadanyiova
Keyword(s):  
Performance Measurement ◽  
Brand Management ◽  
Slovak Republic ◽  
Measurement Model ◽  
Customer Relationship ◽  
Management Level ◽  
Customer Support ◽  
Current State ◽  
And Performance ◽  
Complex Indicators

The main objective of the contribution is to create the CRM (Customer Relationship Management) level and performance measurement model. It is almost impossible to create an absolutely universal model. On the other hand, we can develop a model in a particular sector based on the most advanced CRACK method with nine key areas such as Brand management, Offer management, Classic marketing, Sales activities, Service and support activities, Logistics operations, Compliance with promised terms, Internet activities, Customer Support, and Complex indicators. The monitored criteria in the key areas were determined on the basis of an objective questionnaire survey conducted by the pharmaceutical industry on the B2B market in the Slovak Republic. One of the primary requirements for the construction of the model was to obtain information to help predict the future development of performance because only in this way can the company correct CRM activities. Based on the data acquisition methodology, we can evaluate the CRM level and performance measurement model not only as a current state indicator but also as a foresight with insight based on hindsight because companies that choose to get info from customers will want to get closer to the desired optimal values of the customers.

Behavioral-Economic Nudges and Performance Measurement Models

2014 ◽  
Vol 27 (1) ◽  
pp. 27-45 ◽  
Author(s):  
Mary A. Malina ◽  
Frank H. Selto
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Empirical Support ◽  
Measurement Model ◽  
Data Availability ◽  
Behavioral Economic ◽  
The Balanced Scorecard ◽  
Measurement Models ◽  
Economic Framework ◽  
And Performance

ABSTRACT We describe the context wherein a Fortune 500 company's performance measurement model (PMM) has endured and evolved over a 15-year period. The PMM's tenure and continued importance refute the alleged faddish nature of PMMs such as the Balanced Scorecard, at least in this case, and allow identification of factors that add to theory about PMM longevity. We use a behavioral-economic framework and qualitative and quantitative data to examine the mechanisms behind this successful PMM. Aspects of the way the PMM is designed and implemented appear to enable the company using the PMM to exploit or mitigate common behavioral heuristics and biases in decision-making. The PMM helps manage cognitive load in a way that is consistent with the company's priorities, and it manages biases by allowing the company to frame performance information in ways that nudge managers toward strategically important results and risks. The behavioral-economic connection might be a reason why this PMM, and perhaps others, endures. Thus, this study adds to and presents preliminary empirical support for testable behavioral-economic PMM theory. Data Availability: Use of all data collected for this study is regulated by a strict nondisclosure agreement, which requires the researchers to protect the company's identity and its proprietary information.

Development of Key Performance Measures for Sustainable Manufacturing in Global SMEs

2017 ◽  
pp. 1000-1008
Author(s):  
Sujit Singh ◽  
Ezutah Udoncy Olugu ◽  
Siti Nurmaya Musa
Keyword(s):  
Performance Measurement ◽  
Sustainable Manufacturing ◽  
Green Manufacturing ◽  
Measurement Model ◽  
Performance Measurements ◽  
Sustainability Performance ◽  
Manufacturing Performance ◽  
Negative Environmental Impact ◽  
And Performance ◽  
Traditional Manufacturing

Sustainable manufacturing strives to produces the goods by minimizing negative environmental impact and reducing the resource consumptions. It also strives for safety of employee and community while maintaining an affordable cost. This study focuses on the development of a set of measures and metrics for assessing sustainability performance of manufacturing SMEs. In this study, various literatures on sustainable manufacturing performance measurement, green manufacturing, traditional manufacturing performance measurement and performance measurements in manufacturing small and medium enterprises (SMEs) are reviewed. Triple Bottom Line (TBL) is considered as framework in order to establish the relevant measures in an effective and comprehensive manner. The measures for performance measurements are classified in the three aspects of TBL known as economic, environmental and social. Therefore, 6 measures with 26 indicators, 8 measures with 31 indicators and 3 measures with 23 indicators were identified for economic, environmental and social aspects respectively. To establish the importance and applicability of developed measures, a survey will be conducted among the experts from academics and industries. Using survey results, a sustainability performance measurement model will be developed and presented.

AN 'AMALGAMATED-MODEL' OF PERFORMANCE MEASUREMENT FOR PRIVATE FINANCE INITIATIVE PROJECT IN MALAYSIA

2017 ◽  
Vol 2 (1) ◽  
pp. 19
Author(s):  
Nor Suzila Lop ◽  
Kharizam Ismail ◽  
Haryati Mohd Isa
Keyword(s):  
Performance Measurement ◽  
Performance Indicators ◽  
Measurement Model ◽  
Project Performance ◽  
Private Finance Initiative ◽  
Private Finance ◽  
Measurement Models ◽  
The Core ◽  
And Performance ◽  
Measurement Approach

In Private Finance Initiative (PFI), payment for services is based on pre­determined standards and performance. Thus, Key Performance Indicators (KP ls) have been used to measure this performance. However, in Malaysia, the absence of an effective KP Is is identified as one of the core criticisms for measuring the PFI projects performance. Therefore, two objectives are established which are; to investigate the implementation of various PFI performance measurement models across the globe and how these models can be adopted within PFI in the Malaysia s context. Finally, an 'Amalgamated-Model' of Performance Measurement approach for PFI Project in Malaysia is proposed for measuring the project performance. The outcomes of this research can serve as a theoretical base for the improving performance measurement model in monitoring and measuring PPP projects performance in Malaysia. 

Analytics and Performance Measurement Frameworks for Social Customer Relationship Management

2014 ◽  
pp. 132-160
Author(s):  
Anteneh Ayanso ◽  
Derek Visser
Keyword(s):  
Big Data ◽  
Performance Measurement ◽  
Customer Relationship Management ◽  
Academic Research ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Practices ◽  
Media Environment ◽  
The Social ◽  
And Performance

This chapter provides an overview of the analytics and performance measurement frameworks for social customer relationship management (SCRM). Based on a review of academic research and industry practices, the chapter discusses the limitations of traditional CRM, and the technology and analytical capabilities that support SCRM. The chapter also provides a review of existing measurement frameworks for SCRM strategies and outlines the various metrics that have been proposed and/or are currently in use as part of SCRM systems. Furthermore, in view of the opportunities and challenges of big data and the social media environment, the chapter highlights current business practices as well technology and analytics trends that facilitate the implementation and maintenance of SCRM systems.

scholarly journals A Bibliometric Analysis of Branding Trends: Does Irrationality Really Matter?

2021 ◽  
Vol 91 ◽  
pp. 01012
Author(s):  
Jana Majerova ◽  
Lubica Gajanova ◽  
Margareta Nadanyiova
Keyword(s):  
Bibliometric Analysis ◽  
Consumer Behaviour ◽  
Brand Management ◽  
Slovak Republic ◽  
Basic Research ◽  
Significant Discrepancy ◽  
Homo Oeconomicus ◽  
Current State ◽  
Research Platform ◽  
The One

Irrationality and its transposition into theory of consumer behaviour is generally considered to be one of the leading trends in contemporary managerial research. It becomes to be notoriety without need of its verification in conditions of specifics of managerial practice across products and markets. However, there are still platforms for discussion about its impact on current state of knowledge. One of these platforms is brand management. On the one hand – the most dominant brand value source is its image creating attribute where irrationality has its undisputable position but on the other hand – qualitative attributes of brand are still considered as significant. Thus, the rationality is highlighted in scope of branding. Therefore, the schism between rationality and irrationality is visible. The aim of this paper is to identify the position of irrationality in the branding trendology. Methodologically, VOSviewer has been used as a basic research platform for the bibliometric analysis of contemporary scientific literature. We have found out, that there is a significant discrepancy between trends in branding theory worldwide and in Slovak Republic. Thus, we create platform to discuss about the applicability of branding patterns which have been modified in scope of irrationality and questioning the existence of Homo Oeconomicus.

Analytics and Performance Measurement Frameworks for Social Customer Relationship Management

2015 ◽  
pp. 252-280
Author(s):  
Anteneh Ayanso ◽  
Derek Visser
Keyword(s):  
Big Data ◽  
Performance Measurement ◽  
Customer Relationship Management ◽  
Academic Research ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Practices ◽  
Media Environment ◽  
The Social ◽  
And Performance

This chapter provides an overview of the analytics and performance measurement frameworks for social customer relationship management (SCRM). Based on a review of academic research and industry practices, the chapter discusses the limitations of traditional CRM, and the technology and analytical capabilities that support SCRM. The chapter also provides a review of existing measurement frameworks for SCRM strategies and outlines the various metrics that have been proposed and/or are currently in use as part of SCRM systems. Furthermore, in view of the opportunities and challenges of big data and the social media environment, the chapter highlights current business practices as well technology and analytics trends that facilitate the implementation and maintenance of SCRM systems.

Analytics and Performance Measurement Frameworks for Social Customer Relationship Management

2014 ◽  
pp. 598-625
Author(s):  
Anteneh Ayanso ◽  
Derek Visser
Keyword(s):  
Big Data ◽  
Performance Measurement ◽  
Customer Relationship Management ◽  
Academic Research ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Practices ◽  
Media Environment ◽  
The Social ◽  
And Performance

This chapter provides an overview of the analytics and performance measurement frameworks for social customer relationship management (SCRM). Based on a review of academic research and industry practices, the chapter discusses the limitations of traditional CRM, and the technology and analytical capabilities that support SCRM. The chapter also provides a review of existing measurement frameworks for SCRM strategies and outlines the various metrics that have been proposed and/or are currently in use as part of SCRM systems. Furthermore, in view of the opportunities and challenges of big data and the social media environment, the chapter highlights current business practices as well technology and analytics trends that facilitate the implementation and maintenance of SCRM systems.

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