Integration between Cloud Computing Benefits and Customer Relationship Management (CRM) Processes to Improve Organization's Performance

2014 ◽  
Vol 4 (1) ◽  
pp. 1-14
Author(s):  
Sana'a Al-nsour ◽  
Haroun Alryalat ◽  
Samer Alhawari
Keyword(s):  
Information Technology ◽  
Cloud Computing ◽  
Literature Review ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Modern Technology ◽  
Performance Model ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Crm Processes

Due to the rapid growth in the electronic business, information technology has become necessary for building efficiency and effective transactions among organizations. Consequently, Cloud Computing (CC) becomes a very important area to achieve the organization's performance. The process of integration between Cloud Computing (CC) and the Customer Relationship Management (CRM) is a new research area. Therefore, scientific research and literature review related to Cloud Computing and CRM processes are limited. This paper takes a holistic approach that examines the combined effects of Cloud Computing Benefits (cost and ease of use) and CRM processes (customer acquisition, customer retention and customer expansion) on organization's performance. It also presents a conceptual framework for Cloud Computing and CRM processes, based on the analysis of various models presented in Cloud Computing and CRM processes. The main emphasis is focused on the concept of Cloud Computing Benefits and CRM processes by examining some reasons that make the organization interested in using this modern technology from one hand and how Cloud Computing can encourage organizations to implement CRM to improve their performance on the other. This paper contributes to develop three models: Cloud Computing Benefits, CRM process, and integration between the Cloud Computing and CRM process to improve organization performance model. Also, it describes more valid factors to identify how an organization deals with its performance in the future by providing an advice for the Information Technology (IT) industry as how an analytical integration between Cloud Computing Benefits and CRM process improves organization's performance – something that should be taken into account in developing countries to attain a competitive advantage. This study is divided in three sections: Literature Review, Research Model, and Conclusion.

Integration between Cloud Computing Benefits and Customer Relationship Management (CRM) Processes to Improve Organization's Performance

2014 ◽  
Vol 4 (2) ◽  
pp. 73-86
Author(s):  
Sana'a Al-nsour ◽  
Haroun Alryalat ◽  
Samer Alhawari
Keyword(s):  
Information Technology ◽  
Cloud Computing ◽  
Literature Review ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Retention ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Customer Acquisition ◽  
Crm Processes

Due to the rapid growth in the electronic business, information technology has become very necessary for building up efficiency and effective transactions among organizations. Consequently, Cloud Computing (CC) becomes a very important area to achieve the organization's performance. The process of integration between Cloud Computing (CC) and the Customer Relationship Management (CRM) is a new research area. Therefore, scientific research and literature review related to Cloud Computing and CRM processes are limited. Yet, the impact of Cloud Computing on CRM processes remains under exploration and investigation. To this effect, this paper takes on a holistic approach that examines the combined effects of Cloud Computing Benefits (cost and ease of use) and CRM processes (customer acquisition, customer retention and customer expansion) on organization's performance. It also presents a conceptual framework for Cloud Computing and CRM processes, based on the analysis of various models presented in Cloud Computing and CRM processes. The main emphasis is focused on the concept of Cloud Computing Benefits (cost and ease of use) and CRM processes (customer acquisition, customer retention and customer expansion) by examining some reasons that make the organization interested in using this modern technology from one hand and how Cloud Computing can encourage organizations to implement CRM to improve their performance on the other. Therefore, this paper contributes to develop three models: Cloud Computing Benefits, CRM process, and integration between the Cloud Computing and CRM process to improve organization performance model. Also, it describes more valid factors to identify how an organization deals with its performance in the future by providing an advice for the Information Technology (IT) industry as how an analytical integration between Cloud Computing Benefits and CRM process improves organization's performance – something that should be taken into account in developing countries to attain a competitive advantage. This study is divided in three sections: Literature Review, Research Model, and Conclusion.

A model for assessing the impact of cloud computing on the success of customer relationship management systems (case study: agricultural companies)

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marieh Khorraminia ◽  
Zahra Lesani ◽  
Mahdi Ghasvari ◽  
Lila Rajabion ◽  
Mehdi Darbandi ◽  
...  
Keyword(s):  
Information Technology ◽  
Cloud Computing ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Cloud Security ◽  
Customer Relationship ◽  
Internet Technology ◽  
Cross Sectional ◽  
Content Type ◽  
The Impact

Purpose Nowadays, communications, products, services and costs are customized through the internet technology. The main theory to continue competitiveness in the organizations is customer relationship management (CRM). CRM enables organizations to efficiently interact with customers and gather, store and examine their data for providing a complete view of them. On the other hand, the subject of cloud computing has increasingly become the bridge for the success of the CRM implementation. Therefore, this study aims to investigate the impact of cloud computing (new cloud facility, knowledge of information technology (IT), cloud security and cost) on the success of CRM systems. Design/methodology/approach The model and the questioners-based data are analyzed using the Smart PLS 3.0. The data were gathered based on 80 employees of three main agricultural companies in Iran. Findings The obtained results have indicated that all of the considered factors, new cloud facilities, knowledge of IT, cloud security and cost, play an important role in CRM systems’ success. Also, the evaluation and examination of the consistency and validity of the model are performed through the structural equation model. Research limitations/implications First, the authors have conducted a study in a single region. It cannot be guaranteed that the results can be generalized to other regions. Second, for this cross-sectional study, the research design was conducted that showed constant relationships between variables. The research done for this study is cross-sectional. Third, because of time and financial restrictions, the authors have gathered data using a sample from a single location. Originality/value Proposing a new model for investigating of the impact of cloud computing (new cloud facility, knowledge of Information Technology (IT), cloud security and cost) on the success of CRM systems is the main originality of this paper.

Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

2018 ◽  
Vol 7 (2) ◽  
pp. 180
Author(s):  
Wiyanto Wiyanto ◽  
Fajar Butsianto ◽  
Karsito Karsito
Keyword(s):  
Information Technology ◽  
Information System ◽  
Medical Record ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
Design System ◽  
System Validation ◽  
Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

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

Customer Relationship Management- The Indian Perspective

2015 ◽  
Vol 3 (2) ◽  
Author(s):  
Pankaj K. Trivedi
Keyword(s):  
Social Media ◽  
Product Quality ◽  
Customer Relationship Management ◽  
Paradigm Shift ◽  
Relationship Management ◽  
Modern Technology ◽  
Customer Relationship ◽  
Brand Name ◽  
Service Support ◽  
Indian Perspective

Market is a kingdom and customer is the king. This is a renowned maxim pursued by the Indian companies in true spirit. With the advancement in modern technology, customers are becoming more and more informed about their need and want. Nowadays social media is educating them and they scout around for best product, brand name, product quality, operation, and service support. Marketing has thus, undergone a paradigm shift and has come up to the point of establishing relationship with customer. Not just retaining the existing customers but even attracting new customers has become a big challenge. This is the main reason why companies have shifted their focus from being product-centric to customer-centric.

Customer relationship management and its impact on innovation: A literature review

2021 ◽  
Vol 129 ◽  
pp. 83-87
Author(s):  
Vicente Guerola-Navarro ◽  
Hermenegildo Gil-Gomez ◽  
Raul Oltra-Badenes ◽  
Javier Sendra-García
Keyword(s):  
Literature Review ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals CREATING SUSTAINABLE COMPETITIVE ADVANTAGE IN BANKING THROUGH TECHNOLOGY, CUSTOMER RELATIONSHIP MANAGEMENT AND INTERNAL MARKERTING

2017 ◽  
Vol 1 (1) ◽  
pp. 74
Author(s):  
Lilian Achieng Onyango ◽  
Dr. Paul Katuse
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Significant Positive Effect ◽  
Positive Effect

Purpose: The purpose of the study was to establish the need of creating sustainable competitive advantage in banking through technology, customer relationship management and internal marketing.Methodology: The research was carried out through an explanatory research. The target population of the study was 3,193 employees of the Co-op Bank. A sample of 68 employees spread across the bank was selected. The researcher used descriptive and inferential statistics in this study.  The study used primary data. The study used a questionnaire as the preferred data collection tool. This study used the quantitative method of data analysis which included inferential and descriptive statistics. Descriptive statistics included frequencies and measures of tendency mainly means and frequencies. Inferential statistics included correlation analysis. The tool for data analysis was Statistical Package for Social Sciences (SPSS) version 17 program. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: The findings indicated that information technology has significant positive effect on competitive advantage. The findings also showed that customer relationship management (CRM) has a significant positive effect on competitive advantage of banks. The findings further implied that internal marketing has a significant effect on competitive advantage. Further the findings implied that information technology has significant positive effect on competitive advantage.Unique contribution to theory, practice and policy: Following study results, it was recommended that investment in Information technology be emphasized in the banks as it has an effect on the overall achievement of competitive advantage. The study also recommended that banks should emphasize customer relationship by investing in a customer relationship management system. It was further recommended that employees are central to an effective CRM and as such firms must manage its relationships with their employees if they have any hope of fully serving customer needs and that this is especially important in firms where employees are the eyes of customers.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2014 ◽  
pp. 562-577
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2013 ◽  
pp. 221-236
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

Introducing Electronic Patient Records to Hospitals

2011 ◽  
pp. 128-146 ◽  
Author(s):  
Reima Suomi
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Patient Data ◽  
Point Of View ◽  
Customer Relationship ◽  
Healthcare Industry ◽  
Patient Records ◽  
Electronic Patient Records ◽  
Technology Applications

Healthcare is on of the industries that is currently fast adopting information technology (IT) into use. Electronic patient records (EPRs) are at the hearth of healthcare information technology applications. However, patient data is seldom efficiently organized even within one organization, and when patient data is needed in applications covering several organizations, the situation becomes even more complicated. We draw some lessons on how EPR systems should look like from the customer relationship management literature point of view: After all, patients are the customers of healthcare institutions. As a guiding framework for this analysis we use the concepts developed by (Winter, Ammenwerth, et al,. 2001). Then we proceed to discuss how EPR systems diffuse in the healthcare industry and use the Internet standards adoption (ISA) model presented by (Hovav, Patnayakuni, et al., 2004) as a starting point. We apply this model to the diffusion of EPR systems in the healthcare industry. We found big differences between customer relationship management and EPRs management. Customer relationship management aims at long-term relationships and customer profitability, which are not strong goals for EPR systems. Our analysis too resulted to the conclusion that the practical innovation adoption bath for EPRs over paper-based patient records is that of adoption through coexistence.

Sign in / Sign up

Export Citation Format

Share Document