scholarly journals IMPACT OF E-COMMERCE ON ORGANISATIONAL PERFORMANCE: A DIAGNOSTIC APPROACH

2020 ◽  
pp. 72-74
Author(s):  
Ms.Y.V. Sujana ◽  
Prof. G.L. Narayanappa
Keyword(s):  
Customer Relationship Management ◽  
Scientific Basis ◽  
Customer Relationship ◽  
Business Strategies ◽  
Organisational Performance ◽  
Customer Relation Management ◽  
Efficiency And Effectiveness ◽  
Frame Work ◽  
Index Terms ◽  
The Impact

The objective of this paper is to measure the impact of e-business implementation from the e-business process frame work. We have presented here some basic terms of influences with some observations. Basic considerations are from e-procurement and e-ordering. This paper provides a scientific basis for e-business strategies to find the basic impact of efficiency and effectiveness of e-procuring and e-ordering and strengthen customer relationship management. INDEX TERMS: e-procurement, e-business strategies, e-ordering, customer relation management

The impact of customer-centric business strategies on customer relationship management: pharmaceutical field-force perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Azeem ◽  
Sania Aziz ◽  
Jawad Shahid ◽  
Aamir Hayat ◽  
Munir Ahmed ◽  
...  
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Business Strategies ◽  
Equation Modeling ◽  
Content Type ◽  
Field Force ◽  
The Impact

Purpose In a modern business scenario, firms have implemented customer-centric approaches to enable customer relationship management (CRM) to trigger business excellence. Business strategies are modernizing business marketing operations that mainly focused on the retention of profitable customers. The purpose of this study is to empirically investigate the impact of marketing strategies (MS), information technology support (IT-S) and knowledge sharing (KS) in the effect of CRM in the pharmaceutical sector of Punjab, Pakistan. Design/methodology/approach Data were collected from the field force of national and international pharmaceuticals companies (N = 263) through a convenience sampling technique. Partial least squares structural equation modeling was used to examine data in SmartPLS 3.2.6. Findings The results indicated that IT-S and KS mediate the relationship between MS and CRM. More specifically, MS positively develops CRM through IT-S and KS. Originality/value This research contributes to the existing literature of pharmaceuticals by disclosing the field-force (medical representatives) specific role in developing CRM performance between pharmaceuticals firms and health-care physicians that are mainly based on knowledge advancement and influence these firms to adopt customer-centric business approaches to gain a competitive advantage to drive firm profitability.

How platforms are transforming customer information management

2017 ◽  
Vol 30 (3) ◽  
pp. 216-235 ◽  
Author(s):  
Merlin Stone ◽  
Eleni Aravopoulou ◽  
Gherardo Gerardi ◽  
Emanuela Todeva ◽  
Luisa Weinzierl ◽  
...  
Keyword(s):  
Information Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Teaching Experience ◽  
Customer Relationship ◽  
Business Strategies ◽  
Content Type ◽  
Customer Information ◽  
Research And Teaching ◽  
The Impact

Purpose The purpose of this paper is to explain how ecosystems and platforms have evolved to manage customer information and to identify the management, research and teaching implications of this evolution. Design/methodology/approach This paper is based on research and industrial experience of two of the co-authors in customer relationship management, further developed with other co-authors in the field of business models, the research and teaching experience of the university authors and cross-functional literature reviews in the areas of strategy, marketing, economics, organizational behaviour and information management. Findings This paper shows that digitalization, cloud computing and new information-based platforms are beginning to change how customer information is being managed, creating new opportunities for improving marketing, customer relationship management and business strategy. Research limitations/implications The impact of platforms on the management of customer information needs to be confirmed by primary empirical research. Practical implications This paper identifies the need for senior marketing management to examine closely how internal and external/public customer information platforms may enhance their capability for managing customers and setting new strategic directions. Social implications The emergence of giant multi-sided platforms has clear implications for data protection and privacy, which need to be explored more in research. Originality/value This paper highlights the move to customer information platforms and identifies how senior managers should consider them as an option for better customer information management and as a basis for new business strategies.

Penerapan Customer Relationship Management (CRM) pada Aplikasi Pengiriman Pesan Instan Studi Kasus: WhatsApp, WeChat, Line, KakaoTalk

2014 ◽  
Vol 5 (1) ◽  
pp. 20-26
Author(s):  
Ellynia Ellynia ◽  
Viany Utami Tjhin
Keyword(s):  
Operating Systems ◽  
Customer Relationship Management ◽  
Mobile Application ◽  
Instant Messaging ◽  
Relationship Management ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Good Relationship ◽  
Management Application ◽  
Index Terms

In establish good relationship with customer, companies need to have a good customer relationship management system as well. The purpose of this study is to explore the level of development of the use of instant messaging applications that are used for mobility of companies in establishing relationships with customers; and to investigate the factors considered important for the success of the mobility of companies in establishing relationships with their customers. In this study it was found that not all instant messaging application has a feature which serves to establish rapport with customers. The results showed some of the determinants of success in the utilization of instant messaging applications is the ease of use, target the most used mobile devices, operating systems most used by users, and mobile application user interface that is used. Index Terms - customer, relationship, management, application, messanging, instant

Designing a CRM Framework for online & offline sports footwear retailers

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Rodrigo Cueva ◽  
Guillem Rufian ◽  
Maria Gabriela Valdes
Keyword(s):  
Environmental Changes ◽  
Customer Relationship ◽  
Business Strategies ◽  
Economic Sectors ◽  
Running Shoes ◽  
Brick And Mortar ◽  
Key Factor ◽  
On Line ◽  
The Impact

The use of Customer Relationship Managers to foster customers loyalty has become one of the most common business strategies in the past years.  However, CRM solutions do not fill the abundance of happily ever-after relationships that business needs, and each client’s perception is different in the buying process.  Therefore, the experience must be precise, in order to extend the loyalty period of a customer as much as possible. One of the economic sectors in which CRM’s have improved this experience is retailing, where the personalized attention to the customer is a key factor.  However, brick and mortar experiences are not enough to be aware in how environmental changes could affect the industry trends in the long term.  A base unified theoretical framework must be taken into consideration, in order to develop an adaptable model for constructing or implementing CRMs into companies. Thanks to this approximation, the information is complemented, and the outcome will increment the quality in any Marketing/Sales initiative. The goal of this article is to explore the different factors grouped by three main domains within the impact of service quality, from a consumer’s perspective, in both on-line and off-line retailing sector.  Secondly, we plan to go a step further and extract base guidelines about previous analysis for designing CRM’s solutions focused on the loyalty of the customers for a specific retailing sector and its product: Sports Running Shoes.

scholarly journals Impact of customer relationship management on customer satisfaction in hoteling industry

2014 ◽  
Vol 2 (2) ◽  
pp. 8-12
Author(s):  
Sanaullah Nazir ◽  
Sheraz Khan ◽  
Raja Ahmed Jamil ◽  
Qazi Shujaat Mehmood
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Relationship Management ◽  
Success For All ◽  
Customer Relationship ◽  
Management Service ◽  
Access To Services ◽  
The Impact

Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction.  A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.

Social Media, Customer Relationship Management, and Consumers' Organic Food Purchase Behavior

2018 ◽  
pp. 756-773
Author(s):  
Evelyn Chronis ◽  
Qiang Lu ◽  
Rohan Miller
Keyword(s):  
Social Media ◽  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Organic Food ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purchase Behavior ◽  
Consumer Engagement ◽  
Loyalty Program ◽  
The Impact

Extant research has been focusing on the effectiveness of social media in driving consumer engagement and interaction. However, little research has examined how social media influences firms' Customer Relationship Management. This chapter fills this gap by proposing a conceptual framework to capture the impact of social media on traditional Customer Relationship Management in the context of consumers' organic food purchasing. Specifically, this study investigates how social media influences the purchase behavior of loyalty program members and non-loyalty program members. This study also examines the effectiveness of different types of social media content on consumer purchase behavior of organic food.

Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector

2012 ◽  
pp. 27-51
Author(s):  
Chad Lin
Keyword(s):  
Risk Factors ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Study Approach ◽  
Tourism Sector ◽  
Key Issues ◽  
Hospitality And Tourism ◽  
The Impact

The hospitality and tourism sector is one of fastest growing sectors in Australia and in the world. In order to become more efficient and effective in delivering products and services to customers via the use of ICT, hospitality and tourism organizations have to rethink the ways in which they build relationships with their customers by initiating electronic customer relationship management (eCRM) projects. Inappropriate eCRM decision-making and implementation can result in multi-million dollar losses, which can translate into a loss of competitiveness. Therefore, the case study approach was conducted to: (1) identify potential ICT costs and risk factors involved in eCRM initiatives in general; and (2) identify and examine key issues in the implementation of eCRM in the Australian hospitality and tourism sector. The contribution of this book chapter is two-fold. First, it offers hospitality and tourism executives with a more realistic insight about the impact of their eCRM investments on their business. Second, potential key issues, costs and risk factors associated with eCRM implementation are presented to assist these organizations in dealing with these challenges.

Factors Affecting Design Decisions for Customer Relationship Management Data Warehouses

2011 ◽  
pp. 159-191
Author(s):  
Colleen Cunningham ◽  
Il-Yeol Song
Keyword(s):  
Customer Relationship Management ◽  
Data Warehousing ◽  
Relationship Management ◽  
Customer Relationship ◽  
Data Warehouses ◽  
Key Factors ◽  
Design Decisions ◽  
Factors Affecting ◽  
Percent Success ◽  
The Impact

Customer relationship management (CRM) is a strategy that integrates concepts of knowledge management, data mining, and data warehousing in order to support an organization’s decision-making process to retain long-term and profitable relationships with its customers. Key factors for successfully implementing CRM (e.g., data quality issues, organizational readiness, customer strategies, selection of appropriate KPIs, and the design of the data warehouse model) are discussed with the main thrust of the chapter focusing on CRM analyses and the impact of those analyses on CRM data warehousing design decisions. This chapter then presents a robust multidimensional starter model that supports CRM analyses. Additional research contributions include the introduction of two new measures, percent success ratio and CRM suitability ratio by which CRM models can be evaluated, the identification/ classification of CRM queries, and a preliminary heuristic for designing data warehouses to support CRM analyses.

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