Achieving Supply Chain Management (SCM)-Customer Relationship Management (CRM) Synergy Through Information and Communication Technology (ICT) Infrastructure in Knowledge Economy

Knowledge Economy ◽

Relationship Management ◽

Customer Relationship ◽

Global Knowledge ◽

Technology Infrastructure ◽

Information and communication technology infrastructure has changed modern business practice. The ever-changing information and communication technology infrastructure of organizations’ is opening new vista, which has not only bundles of opportunities to encash but also tremendous obstacles as survival threats. The concern about organizational competitiveness and development is closely linked to notions of the information sensitive society and global knowledge based economies. The business organizations under global knowledge economy can emerge and grow rapidly by formulating and adopting the innovative business practices. Information’s impact is easily seen—it substitutes for inventory, speeds product design and delivery, drives process reengineering, and acts as a coordinating mechanism, helping different members of the supply chain work together effectively. While the potential of information sharing is widely promoted, relatively few companies have fully harnessed its capability to enhance competitive performance. The chapter tries to provide insight into how information and communication technology can be leveraged for supply chain value creation and make it possible to achieve synergy with customer relationship management.

The effects of Information and Communication Technology on Customer Relationship Management and customer lock-in

International Journal of Electronic Business ◽

10.1504/ijeb.2007.015446 ◽

2007 ◽

Vol 5 (5) ◽

pp. 478 ◽

Cited By ~ 14

Author(s):

Ja Shen Chen ◽

Russell K.H. Ching

Keyword(s):

Relationship Management ◽

Customer Relationship ◽

Information And Communication ◽

Lock In

Information and Communication Technology (ICT) Applications for Customer Relationship Management (CRM)

ICTs and the Millennium Development Goals ◽

10.1007/978-1-4899-7439-6_10 ◽

2014 ◽

pp. 161-183 ◽

Cited By ~ 1

Author(s):

Vijey Thayananthan ◽

Ahmed Alzahrani ◽

Muhammad Shuaib Qureshi

Keyword(s):

Relationship Management ◽

Customer Relationship ◽

The Effect of Information and Communication Technology on Customer Relationship Management

International Journal of Customer Relationship Marketing and Management ◽

10.4018/jcrmm.2011100105 ◽

2011 ◽

Vol 2 (4) ◽

pp. 67-75

Author(s):

Maha M. Al-Khaffaf ◽

Hadeel J. Abdellatif

Keyword(s):

Information Communication Technology ◽

Relationship Management ◽

Customer Relationship ◽

Network Effect ◽

Information Communication ◽

Economic Sectors ◽

Marketing Orientation ◽

The essence of the information technology revolution and in particular, Information Communication Technology (ICT) is the opportunity offered for companies to choose how they interact with their customers. This research paper investigates the influence of Customer Relationship Management (CRM) factors benefiting from information communication technology on (CRM) performance. The results suggest that the three elements have positive relationships with CRM performance. Questionnaires numbered at 330 have been distributed to 110 public shareholding companies (PSCs) in four economic sectors in Jordan; banking, service, industrial, and insurance. The findings further suggest that CRM performance mediates the effects of marketing orientation, IT investment and mass customization on customer network effect.

Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies ◽

The Effect of Information and Communication Technology on Customer Relationship Management

10.4018/978-1-4666-3631-6.ch020 ◽

2013 ◽

pp. 342-350

Author(s):

Maha M. Al-Khaffaf ◽

Hadeel J. Abdellatif

Keyword(s):

Information Communication Technology ◽

Relationship Management ◽

Customer Relationship ◽

Network Effect ◽

Information Communication ◽

Economic Sectors ◽

Marketing Orientation ◽

The essence of the information technology revolution and in particular, Information Communication Technology (ICT) is the opportunity offered for companies to choose how they interact with their customers. This research paper investigates the influence of Customer Relationship Management (CRM) factors benefiting from information communication technology on (CRM) performance. The results suggest that the three elements have positive relationships with CRM performance. Questionnaires numbered at 330 have been distributed to 110 public shareholding companies (PSCs) in four economic sectors in Jordan; banking, service, industrial, and insurance. The findings further suggest that CRM performance mediates the effects of marketing orientation, IT investment and mass customization on customer network effect.

Rancang Bangun dan Pelatihan Penggunaan Sistem Administrasi Taman Pendidikan Al-Quran Al Mursyidien Surabaya

JPP IPTEK (Jurnal Pengabdian dan Penerapan IPTEK) ◽

10.31284/j.jpp-iptek.2019.v3i2.562 ◽

2019 ◽

Vol 3 (2) ◽

pp. 105-112

Author(s):

Rani Rotul Muhima ◽

Andy Rachman ◽

Rahmi Rizkiana Putri ◽

Farida Farida ◽

Danang Haryo Sulaksono

Keyword(s):

Tuition Fees ◽

Technology Infrastructure ◽

Engineering Program ◽

The administration of TPA Al-Mursyidien was still manual. TPA, which is located on Jalan Semolowaru No. 114-118, Semolowaru Surabaya, has had a number of students to hundreds of santri. This is troublesome for the teacher who is also the TPA administration. TPA already has information and communication technology infrastructure facilities but is still not optimally utilized. In fact, ICT can be used to assist TPA’s administration management. Based on these problems, at the ITATS Informatics Engineering Program (PPM) was made application called the "Al-Mursyidien APP". This application is used as a database of santri, instructors, management of data in and out of students, in and out of lecturers, management of student tuition fees and management of teacher payroll at TPA Al-Mursyidien In addition to making these applications, training on the application is used as well as making modules for application usage "APP's Al-Mursyidien".

The mediating role of customer relationship management between e-supply chain management and competitive advantage

International Journal of Data and Network Science ◽

10.5267/j.ijdns.2021.9.002 ◽

2022 ◽

Vol 6 (1) ◽

pp. 263-272 ◽

Cited By ~ 1

Author(s):

Abdalrazzaq Aloqool ◽

Malek Alharafsheh ◽

Hadeel Abdellatif ◽

Lana Ahmad Suleiman Alghasawneh ◽

Jassim Ah-mad Al-Gasawneh

Keyword(s):

Supply Chain ◽

Supply Chain Management ◽

Competitive Advantage ◽

Relationship Management ◽

Customer Relationship ◽

Chain Management ◽

Competitive Position ◽

The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.