The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention

2012 ◽  
pp. 377-393
Author(s):  
Amine Nehari Talet ◽  
Samer Alhawari ◽  
Haroun Alryalat
Keyword(s):  
Positive Impact ◽  
Customer Retention ◽  
Knowledge Retention ◽  
Customer Relationship ◽  
It Industry ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Analytical Functions ◽  
Crm System

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences.

The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention

2012 ◽  
pp. 45-61
Author(s):  
Amine Nehari Talet ◽  
Samer Alhawari ◽  
Haroun Alryalat
Keyword(s):  
Positive Impact ◽  
Customer Retention ◽  
Knowledge Retention ◽  
Customer Relationship ◽  
It Industry ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Analytical Functions ◽  
Crm System

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences

The Outcome of Knowledge Process for Customer of Jordanian Companies on the Achievement of Customer Knowledge Retention

2010 ◽  
Vol 6 (1) ◽  
pp. 44-61 ◽  
Author(s):  
Amine Nehari-Talet ◽  
Samer Alhawari ◽  
Haroun Alryalat
Keyword(s):  
Positive Impact ◽  
Customer Retention ◽  
Knowledge Retention ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Analytical Functions ◽  
Crm System

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences.

The Practice of Jordanian Business to Attain Customer Knowledge Acquisition

2013 ◽  
pp. 126-144
Author(s):  
Amine Nehari Talet ◽  
Samer Alhawari ◽  
Ebrahim Mansour ◽  
Haroun Alryalat
Keyword(s):  
Knowledge Acquisition ◽  
Business Environment ◽  
Customer Relationship ◽  
Customer Acquisition ◽  
Global Business ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Crm System ◽  
Business Software

This paper examines how Jordanian companies use the knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 156 respondents, drawn randomly from three software business solution companies working in the Customer Relationship Management (CRM) area, and four companies which are employing the CRM system. The results show that the three selected factors (need for Customer Knowledge, Verify Customer Source, and Capture Customer Knowledge) have a significant impact on customer acquisition. However, the source identification of knowledge is not significant in Jordanian business software environments. The empirical findings will help both researchers and practitioners in future Knowledge Management (KM) and Customer Acquisition research to gain a better understanding of the knowledge processes about customers on Customer Acquisition. This paper provides a contribution to the literature about Customer Knowledge Acquisition in one of the developing countries as a framework to keep organizations competitive within the global business environment.

The Practice of Jordanian Business to Attain Customer Knowledge Acquisition

2011 ◽  
Vol 7 (2) ◽  
pp. 49-67 ◽  
Author(s):  
Amine Nehari Talet ◽  
Samer Alhawari ◽  
Ebrahim Mansour ◽  
Haroun Alryalat
Keyword(s):  
Knowledge Acquisition ◽  
Business Environment ◽  
Customer Relationship ◽  
Customer Acquisition ◽  
Global Business ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Crm System ◽  
Business Software

This paper examines how Jordanian companies use the knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 156 respondents, drawn randomly from three software business solution companies working in the Customer Relationship Management (CRM) area, and four companies which are employing the CRM system. The results show that the three selected factors (need for Customer Knowledge, Verify Customer Source, and Capture Customer Knowledge) have a significant impact on customer acquisition. However, the source identification of knowledge is not significant in Jordanian business software environments. The empirical findings will help both researchers and practitioners in future Knowledge Management (KM) and Customer Acquisition research to gain a better understanding of the knowledge processes about customers on Customer Acquisition. This paper provides a contribution to the literature about Customer Knowledge Acquisition in one of the developing countries as a framework to keep organizations competitive within the global business environment.

Impact Evaluation of Customer Knowledge Process on Customer Knowledge Expansion

2014 ◽  
pp. 919-931
Author(s):  
Samer Alhawari
Keyword(s):  
Information Technology ◽  
Developing Countries ◽  
Empirical Study ◽  
Knowledge Sharing ◽  
It Industry ◽  
Knowledge Application ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Knowledge Codification

The article aim is to investigate how Customer Knowledge Processes used in practice by Jordanian banks to achieve customer knowledge expansion. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results show that the seven selected factors (Customer Knowledge Codification, Customer Knowledge Representation, Customer Knowledge Sharing, Customer Knowledge Application, Design of Customer Knowledge, Execution of Knowledge from Customer, and Verify of Knowledge from Customer) have a significant impact on Customer Knowledge Expansion. The findings did reveal the potential relationship between the customer knowledge processes and customer knowledge expansion. It also provides advice for the Information Technology (IT) Industry as to how an analytical knowledge process from customers should be taken into account in developing countries to attain proper customer knowledge expansion because of cultural, social and educational disparities.

Impact Evaluation of Customer Knowledge Process on Customer Knowledge Expansion

2013 ◽  
Vol 4 (1) ◽  
pp. 30-42 ◽  
Author(s):  
Samer Alhawari
Keyword(s):  
Information Technology ◽  
Developing Countries ◽  
Empirical Study ◽  
Impact Evaluation ◽  
It Industry ◽  
Knowledge Application ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Knowledge Codification

The paper aim is to investigate how Customer Knowledge Processes used in practice by Jordanian banks to achieve customer knowledge expansion. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results show that the seven selected factors (Customer Knowledge Codification, Customer Knowledge Representation, Customer Knowledge Sharing, Customer Knowledge Application, Design of Customer Knowledge, Execution of Knowledge from Customer, and Verify of Knowledge from Customer) have a significant impact on Customer Knowledge Expansion. The findings did reveal the potential relationship between the customer knowledge processes and customer knowledge expansion. It also provides advice for the Information Technology (IT) Industry as to how an analytical knowledge process from customers should be taken into account in developing countries to attain proper customer knowledge expansion because of cultural, social and educational disparities.

Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process

2008 ◽  
Vol 07 (03) ◽  
pp. 145-157 ◽  
Author(s):  
Haroun Alryalat ◽  
Samer Al Hawari
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Rapid Change ◽  
Relationship Management ◽  
Research Area ◽  
Business Environment ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
The Impact

Due to the strong competition that exists among organisations and the rapid change in the business environment, knowledge has turned out to become a key source for organisations to enhance the competitive advantage. Integrating Knowledge Management (KM) and Customer Relationship Management (CRM) process is a new research area, therefore, scientific research and literature around it remain limited. In addition, the impact of KM process on customer acquisition, retention, and expansion to improve customer satisfaction remains under study and report. The aim of this paper is to present a conceptual framework of KM integrated with CRM called Customer Knowledge Relationship Management (CKRM) Process depending on analysis of various models presented in KM and CRM. The main highlighting is laid upon the concepts of the concept of customer knowledge (knowledge about customer, knowledge for customer, knowledge from customer). Therefore, this paper contributes to the development of KM process (Knowledge Process about Customer, Knowledge Process for Customer, and Knowledge Process from Customer). The paper investigated how the companies in Jordan developed KM process to improvement the CRM process. Based on data collected from the company, results from analysis indicated that the KM process had a positive effect on CRM process.

scholarly journals Using the Sitniks CRM Software in Small Commodity Business

2021 ◽  
Vol 5 (520) ◽  
pp. 146-152
Author(s):  
G. V. Mozgova ◽  
◽  
O. O. Petriaiev ◽  
A. S. Knysh ◽  
◽  
...  
Keyword(s):  
Business Processes ◽  
Swot Analysis ◽  
Positive Impact ◽  
Information Provision ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Crm System ◽  
Automation Systems ◽  
Implementation Period ◽  
High Level

The article is aimed at defining the feasibility of using the Sitniks CRM software for small commodity businesses, examining its compliance with the standard and the main competitive advantages among such products. Analyzing and generaling the scientific works of many scholars, the positive impact of high-quality information provision on the activities of the enterprise is proved. However, despite the obvious benefit of using automation systems, a bigger share of Ukrainian entrepreneurs do not use CRM systems (Customer Relationship Management systems) either due to lack of awareness or unsuccessful implementation experience. The article uses comparative and matrix analyses. A comparative analysis of competitors shows that the researched CRM system stands out among others with a high level of flexibility and personalization, which is the main advantage of this software. During the SWOT analysis, the factors influencing the development of the company were worked out in detail. It is found that the main drawback of this software is a relatively long implementation period, and its capabilities and threats are, accordingly, scaling and increasing competitors in a niche. It is concluded that the Sitniks CRM system is not just a system for simplifying and automating business processes, but a platform that has sufficiently powerful functionality due to customization, integration, tracking capabilities and ease of use. The implementation of this software will lead the company to increase productivity, allowing to effectively plan and control, as well as establish strong relationships with customers.

scholarly journals USING «ASOFT CRM» SOFTWARE TO OPTIMIZE BUSINESS PROCESSES

2021 ◽  
Author(s):  
Galyna Mozgova ◽  
Oleksii Petriaiev ◽  
Yevheniya Shtykh
Keyword(s):  
Customer Service ◽  
Business Processes ◽  
Positive Impact ◽  
Customer Relationship ◽  
Product Portfolio ◽  
Labor Costs ◽  
Functional Capabilities ◽  
Crm System ◽  
Doing Business ◽  
Innovative Tool

This article reveals the importance of CRM-systems as a customer-oriented concept of doing business, the relevance of their implementation in order to standardize the work of staff with customers and automate production, marketing, sales and management operations. The functional capabilities of both CRM-systems as a whole for the company and for individual business processes, the effectiveness of which directly depends on the systematization and streamlining of the enterprise. The need for the implementation of CRM-systems in companies is objectively assessed, due to the provision of this type of systems to improve the quality of customer service, reduce labor costs for processing, analysis and adaptation of information. The need of Ukrainian enterprises in the implementation of CRM-systems as an innovative product that increases the competitiveness of modern enterprises is described. Based on the positive impact of CRM on the life of the organization in today's market, a list of opportunities for total control of the transaction with the client, on whose loyalty the success of any company depends. The article considers the CRM system as a factor in increasing the competitiveness of the organization. Emphasis is placed on the main tools of the CRM system, which allow to increase productivity and optimize the product portfolio of the enterprise. The efficiency and application of CRM-systems for business management, organization of business processes of economic entities are determined. The basic principles, conditions and features of effective implementation of CRM-systems are revealed. The CRM system as a type of software is the most relevant tool for working with clients and directly with databases, which fully corresponds to the modern need for innovation. The article gives the concept of CRM-system, describes its tasks and functions. The article considers modern CRM-systems (application software, customer relationship management system) as an innovative tool to increase the competitiveness of the organization. All the functionality of CRM-systems was also considered on a separate example of the application "ASOFT CRM".

scholarly journals The Impact of Customer Relationship Management on Achieving Service Quality of Banking Sector of Jordan

2017 ◽  
Vol 12 (3) ◽  
pp. 180 ◽  
Author(s):  
Marzouq Ayed Al-Qeed ◽  
Basem Yousef ALsadi ◽  
Zeyad F Al-Azzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Services Quality ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Customer Knowledge

Definitely, the world is becoming chaotic and affects all aspects of life. One of these is customers who become more severe in their needs, expectations, desires, and preferences. Organizations must consistently realize this issue by communicating and building effective relationships with them for better-enhancing services quality. Therefore, this study investigates the relationship between customer relationship management and service quality of Jordan banking sector. The researchers relied on descriptive and analytical approach through a survey questionnaire used to obtain data from 150 respondents who were at all levels in the 22 operating banks in Jordan, only 141 were returned but 13 of them were excluded because they were invalid for statistical analysis, only 128 questionnaires were valid and considered with a ratio of 85%. The findings revealed that a moderate level of importance in customer relationships management was apparent while an increasing awareness in the service quality of banking sector of Jordan was dominant. The study also found a strong correlation between customer relationship management -except customer satisfaction and loyalty- and the service quality of banking operated in Jordan. Additionally, results showed that a significant and statistical effects at (P<0, 05) of customer relationship management with its dimensions (customer satisfaction, customer loyalty, customer attraction, customer retention, customer value, customer culture, customer knowledge) in service quality of Jordan banking sector. Finally, study results revealed that customer knowledge, customer retention, and customer culture are the most influential dimensions in the services quality of Jordan banks sector.

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