scholarly journals The E-Commerce Investment and Enterprise Performance Based on Customer Relationship Management

2022 ◽  
Vol 30 (3) ◽  
pp. 1-15
Author(s):  
Yili Sun ◽  
Ping Wang
Keyword(s):  
Customer Service ◽  
Business Process ◽  
Customer Relationship ◽  
Enterprise Performance ◽  
Business Managers ◽  
Process Collaboration ◽  
Service Activity ◽  
Internet Information ◽  
Service Oriented ◽  
Online Business

In the current dynamic and complex competitive environment, the implementation of enterprise e-commerce plays an important role in the development of external business process activities. Through the Internet, information sharing and business process collaboration between enterprises and customers can be realized. This kind of e-service activity based on e-commerce process is particularly important for customers. However, many business managers have some doubts about the implementation of customer service-oriented online business activities, because customer service-oriented online business activities need a lot of IT investment, and the performance of this e-business activities is not easy to measure.

The E-Commerce Investment and Enterprise Performance Based on Customer Relationship Management

2022 ◽  
Vol 30 (3) ◽  
pp. 0-0
Keyword(s):  
Customer Service ◽  
Business Process ◽  
Customer Relationship ◽  
Enterprise Performance ◽  
Business Managers ◽  
Process Collaboration ◽  
Service Activity ◽  
Internet Information ◽  
Service Oriented ◽  
Online Business

In the current dynamic and complex competitive environment, the implementation of enterprise e-commerce plays an important role in the development of external business process activities. Through the Internet, information sharing and business process collaboration between enterprises and customers can be realized. This kind of e-service activity based on e-commerce process is particularly important for customers. However, many business managers have some doubts about the implementation of customer service-oriented online business activities, because customer service-oriented online business activities need a lot of IT investment, and the performance of this e-business activities is not easy to measure.

Integrated Business Process Designs and Current Applications of Workflow Systems in E-Business

2010 ◽  
pp. 918-933
Author(s):  
Mabel T. Kung ◽  
Jenny Yi Zhang
Keyword(s):  
Business Process ◽  
Enterprise Resource Planning ◽  
Communication Systems ◽  
Business Processes ◽  
Resource Planning ◽  
Customer Relationship ◽  
Workflow Systems ◽  
Quality Costs ◽  
Service Oriented ◽  
Integrated Software

To enable effective cross-departmental automations and global transactions, business processes modeling offer external views on their infrastructure processes to all partners in the enterprise, such as product data, quality, costs and delivery requirements, quantity quotations, process plan efficiency, and interactions for meta-, macro-, and micro- distributed process planning (Livari & Livari, 2006; McKendrick, 2006; Siller, Estruch, Vila, Abellan, & Romero, 2008; Kuechler & Vaishnzvi, 2008). Business process modeling is significant as EBusiness and enterprise integration drive the need to deploy activities online (Tagg, 2001; Aissi, Malu, & Srinivasan, 2002; Weiss & Amyot, 2005; Sewing, Rosemann & Dumas, 2006; Chen, Zhang & Zhou, 2007). These management systems employ integrated productivity tools, specialized technical support systems, such as CAD systems, graphic packages, enterprise-wide integrated software applications, for example, ERP (Enterprise Resource Planning), CRM (Customer Relationship Management), mail and other communication systems. When the applications become more modulated and service oriented, stand-alone software will no longer be sufficient (Cimatti, Clarke, Giunchiglia & Roveri, 2000; Adner & Helfat, 2003; Andreescu, 2006).

Application of knowledge management factors on customer relationship management process

2015 ◽  
Vol 64 (8/9) ◽  
pp. 583-596 ◽  
Author(s):  
Ghazaleh Hasanian ◽  
Chin Wei Chong ◽  
Geok Chew Gan
Keyword(s):  
Knowledge Management ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Design Methodology ◽  
Practical Implication ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Managers ◽  
Content Type ◽  
Practical Implications

Purpose – The purpose of this paper is to study the application of knowledge management (KM) factors on customer relationship management (CRM) process in Malaysian Multimedia Super Corridor (MSC) status organisations. Design/methodology/approach – A questionnaire survey was conducted on KM workers (customer service) in Malaysian MSC status organisations. Based on the extensive review of the current literature, eight KM factors were investigated to examine the application toward CRM process. Findings – The data, collected from 96 knowledge workers, suggest that KM process, organisational infrastructure and technology are three important predictors for effective CRM process. Practical implications – The practical implication of this paper could be useful for business managers who want to enhance organisational CRM through implementing KM practices to support their organisation’s KM efforts. Originality/value – This is one of the few papers to study the application of KM factors on CRM process in Malaysia.

scholarly journals Relacionamento com Clientes em Empresas Startups: Uma Análise de Publicações em Marketing

2020 ◽  
Vol 12 (1) ◽  
pp. 60-86
Author(s):  
Daniela Menezes Garzaro ◽  
Luís Fernando Varotto ◽  
Samara Carvalho Pedro ◽  
Fernanda Edileuza Riccomini
Keyword(s):  
Relationship Marketing ◽  
Customer Service ◽  
Mobile Apps ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Business Managers ◽  
Future Studies ◽  
Business To Consumer ◽  
As Relationship ◽  
The Relationship

Objective: To identify the current direction of research on relationship marketing in the business to consumer (B2C) modality at virtual environments (internet and cell phone applications), focusing on startups companies, highlighting the main constructs, the methods and the evolution of research over the recent years.Method: The research was developed by means of a systematic literature review, based on 62 articles selected from the Web of Science database, and a textual statistical analysis using the Iramuteq software.Originality/Relevance: This research is relevant for the field of relationship marketing due to the relative novelty of the theme, and the scarcity of studies in the area, with its originality in pointing out several gaps for future studies, especially in relation to brand, mobile apps and fintechs (technology finance).Results: The most prevalent themes in these studies were perceived quality, usefulness, ease of use and safety, and their relationship with customer satisfaction and loyalty.Theoretical/methodological contributions: There is a gap in the field of customer relationship at online environment, since few studies have been dealing with issues related to customer service and relationship quality, especially in the context of startups.Social contributions/to management: The deepening of the theme gives business managers from many segments, as well as relationship marketing professionals, the opportunity to get to know and reflect on the relationship between client and company and the means adopted as an interface for this relationship.

Research on Key Technologies of Customer Service Oriented Knowledge Q&A Robot

2021 ◽  
Author(s):  
Lintan Sun ◽  
Wei Han ◽  
Yeteng An ◽  
Zhimin Li ◽  
Rui Yang ◽  
...  
Keyword(s):  
Customer Service ◽  
Key Technologies ◽  
Service Oriented

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels

MIS Quarterly ◽  
2021 ◽  
Vol 45 (2) ◽  
pp. 719-754
Author(s):  
Liwei Chen ◽  
J. J. Po-An Hsieh ◽  
Arun Rai ◽  
Sean Xin Xu
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
User Satisfaction ◽  
Critical Role ◽  
Customer Relationship ◽  
Service Firms ◽  
Face To Face ◽  
Virtual Channels ◽  
Service Channels ◽  
Expectation Confirmation

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We approach these issues by investigating the concept of infusion use, defined as CS employees’ assessment of the extent to which they use a CRM system to its fullest potential to best support their work in the CRM-enabled service interaction context. Drawing on the IS success framework and expectation confirmation theory, we first formulate a baseline model that explains the direct and indirect mechanisms through which CS employees’ infusion use of CRM systems leads to customers’ expectation confirmation, which in turn affects customers’ satisfaction. We then draw on the lenses of media richness and communication adaptation to theorize why these two mechanisms exert differential influence in face-to-face and virtual channels. We test the hypotheses by collecting multiwave data from CS employees, customers, and firm archives of a Fortune 500 telecom service firm. We find that (1) CS employee infusion use can directly contribute to customer expectation confirmation and indirectly do so through CS employees’ satisfaction with the system (i.e., user satisfaction), and (2) the direct mechanism plays a more critical role in the face-to-face channel, whereas the indirect mechanism is more important in the virtual channel. Our findings inform managers of the avenues through which employees’ infusion use promotes CRM-enabled service success across face-to-face and virtual service channels.

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