The Role of Information Technology and Customer Relationship Management Practices in Egyptian Hotels— A Descriptive Study in Sharm El Sheikh Hotels

2019 ◽  
Vol 9 (4) ◽  
pp. 47-63
Author(s):  
Nancy Awadallah Awad ◽  
Sherif Gamal Saad
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Customer Orientation ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Hotel Performance ◽  
Operational Excellence

Information technology plays a significant role in the practice of customer relationship management (CRM) in hotels, such as helping to achieve profitability through operational excellence, lower costs, and valuing the customer's time. This research aims to examine the influence of information technology and customer relationship management practices on the performance of hotels in Egypt a case of Sharm El Sheikh hotels. To achieve these objectives, two questionnaires were designed to collect respondent's answers. It is recommended to hotels to enhance CRM practices to increase hotel performance and improve information technology to match customer orientation and CRM practices challenges and therefore making Sharm El Sheikh hotels more competitive in the global hotel industry

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1742-1759
Author(s):  
Su-Fang Lee ◽  
Wen-Jang ("Kenny") Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1778-1794
Author(s):  
Su-Fang Lee ◽  
Wen-Jang (Kenny) Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

scholarly journals Analisis Fitur Website Universitas Islam Negeri Raden Fatah Palembang Menggunakan CRM Model Proses

Respati ◽  
2018 ◽  
Vol 13 (1) ◽  
Author(s):  
Ahmad Zarkasih ◽  
Kusrini Kusrini ◽  
Sudarmawan Sudarmawan
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Recommendation System ◽  
Relationship Management ◽  
Customer Relationship ◽  
Website Development ◽  
Campus Activities ◽  
Website Features

INTISARIPeranan internet sebagai suatu bentuk teknologi informasi sangat penting bagi instansi/lembaga yang ingin tetap bertahan/bersaing untuk suatu kemajuan, maka dari itu instansi/lembaga tersebut harus mampu beradaptasi dengan teknologi informasi ini sehingga dapat mendukung instansi/lembaganya. Tujuan penelitian ini yaitu menganalisis fitur website UIN dengan menggunakan metode Costumer Relationship Management (CRM), karena metode ini digunakan untuk membantu pihak universitas dalam mengelolah hubungan dengan mahasiswa, dosen dan masyarakat..Hasil survey observasi dan wawancara digunakan dalam menganalisis Fitur Website Universitas Islam Negeri Raden Fatah Palembang untuk menghasilkan berupa mockup dari hasil analisa berupa fitur-fitur yang akan diterapkan dalam pengembangan website UIN berdasarkan metode Customer Relationship Management (CRM). hasil dari penelitian ini juga akan berupa rancangan fitur-fitur pada website UIN yang dapat diterapkan oleh perusahaan untuk lebih berinteraksi secara aktif dengan pelanggan dan meningkatkan kualitas pelayanan bagi pelanggan.. Dengan bantuan dari framework dynamic of CRM dan melakukan strategi CRM dengan sistem rekomendasi baru, dari strategi CRM tersebut maka ditemukan tujuan baru yang lebih dinamis seperti konsep fitur bimbingan, menampilkan fitur data alumni, fitur produk hukum bagi kebutuhan pengguna, fitur informasi seminar dan kegiatan kampus yang akan membantu operasional serta sarana komunikasi, maka dari kondisi inilah kebutuhan teknologi akan menjadi lebih ringan.Kata Kunci : Customer Relationship Management (CRM),  website, fiturAbstractThe role of the Internet as a form of information technology is very important for institutions / institutions that want to stay / compete for a progress, therefore the agency / institution must be able to adapt to this information technology so that it can support the institution / institution. The purpose of this research is UIN website feature feature by using Relationship Management (CRM) method, because this method is used to assist university in managing relationships with students, lecturers and community.The results of observation and interview surveys are used in analyzing the Website Features of Raden Fatah Palembang State Islamic University to generate a mockup of analysis results in the form of features that will be applied in UIN website development based on Customer Relationship Management (CRM) method. the results of this study will also be the design of features on UIN website that can be applied by the company to more actively interact with customers and improve the quality of service for the customer. With the help of the dynamic of CRM framework and performing CRM strategy with new recommendation system, from the CRM strategy, new dynamic goals such as counseling feature feature, alumni data feature, legal product feature for user needs, seminar information feature and campus activities which will help the operational and communication facilities, then from these conditions the needs of technology will become lighter.Key Word : Customer Relantionship Management (CRM), Websites, Features

scholarly journals COVID-19 driven challenges in international B2B customer relationship management: empirical insights from Finnish high-tech industrial microenterprises

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ahmad Arslan ◽  
Ismail Golgeci ◽  
Zaheer Khan ◽  
Petri Ahokangas ◽  
Lauri Haapanen
Keyword(s):  
Emerging Markets ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationship ◽  
Personal Relationships ◽  
High Tech ◽  
Content Type ◽  
Relationship Initiation

Purpose This paper aims to focus on the influences of the COVID-19 pandemic on business-to-business (B2B) firms’ relationship initiation and customer relationship management in an under-explored and unique context of high-tech industrial microenterprises. The authors analyze the challenges posed by the COVID-19 pandemic in the specific context of B2B relationship initiation and customer relationship management dynamics by examining Finnish B2B industrial microenterprises. Design/methodology/approach The paper uses exploratory in-depth case studies undertaken in three Finnish industrial microenterprises to analyze the influences of the COVID-19 pandemic on their new business relationship initiation and relationship management with the current customers. Findings The case firms quickly adjusted to the “new normal” and used a number of technological resources, including online meetings and three-dimensional demonstrations, among others. A key reason for this quick adjustment was them being microenterprises. However, despite this, lack of access to customer sites remained a hindrance as their products need to fit certain production processes, which cannot be done without physical visits. Furthermore, the development of trust with new customers, especially those based in emerging markets, was challenging due to the lack of physical meetings and site visits. Research limitations/implications The research highlights the challenges posed by the COVID-19 pandemic to B2B relationships and gives an account of the changing dynamics of relationship initiation and customer relationship management amid technological and societal disruptions. It also highlights the continued role of personal relationships and psychical meetings in such relationships. As such, the research informs B2B research that examines the role of personal relationships in B2B marketing. Practical implications The study offers industrial microenterprise executives insights into how to face and tackle COVID-19 driven challenges in B2B customer relationship management and how to integrate technological tools in relationship management practices while understanding where face-to-face meetings are indispensable. Originality/value The study demonstrates areas in which virtual tools can and cannot be substitutes for conventional means of B2B relationship initiation and customer relationship management across developed and emerging markets. It also highlights the specificities of industrial microenterprises and their business development and customer relationship management dynamics mechanisms, a research area that has been rather ignored by prior studies.

Customer Relationship Management Practices and Impact on Customer Satisfaction of Delivering

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
K. Balaji Mathimaran ◽  
A. Ananda Kumar
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chi Square ◽  
Customer Perception ◽  
Descriptive Research ◽  
Factors Influencing

The purpose of this study was to examine the various facts of CRM (Customer Relationship Management practices adopted by Manatec in Puducherry. The research design in this study will consist of descriptive research whereby different aspects with regards to CRM in the Manatec have been extracted from existing studies and tested on a sample of customers. This study examined the demographic profile of customers, customer awareness of CRM policies, customer perception on CRM practices, factors influencing CRM practices and role of E-CRM measures of Manatec in customer satisfaction. This study utilized 52 samples in various parts of Puducherry. The data for the study have been collected through a questionnaire. The statistical tools like simple percentage, chi-square, correlation and factor analysis was used in this study. This study revealed that the customer relationship management practices followed in Manatec are satisfactory to the customers.

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.

USING SOCIAL NETWORK PARADIGM FOR DEVELOPING A CONCEPTUAL FRAMEWORK IN CRM

2011 ◽  
Vol 01 (04) ◽  
pp. 63-71
Author(s):  
Mohammad Javad Mosadegh ◽  
Mehdi Behboudi
Keyword(s):  
Social Networks ◽  
Social Network ◽  
New Media ◽  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Its Analysis ◽  
Analysis Tools

This study develops a conceptual framework for applying social networks in usual CRM models. Recent changing in customer relationship theme and putting new media and network-based paradigm into practice makes it imperative to find how social networks affect CRMs. Accordingly, this study explains the role of social networks in customer relationship management by using its analysis, tools and aspects of this concepts based on CRM models. We have provided a SCRM framework that is based on usual CRM models and incorporates Social networks and its tools, methods and analysis. The framework is combination of Social networks concept and traditional CRM concepts.

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