Prosumerization of Mobile Service Provision

2011 ◽  
Vol 3 (4) ◽  
pp. 44-55 ◽  
Author(s):  
Dirk Werth ◽  
Andreas Emrich ◽  
Alexandra Chapko
Keyword(s):  
Customer Relationship Management ◽  
Service Provision ◽  
Development Process ◽  
Recent Trend ◽  
Relationship Management ◽  
Mobile Internet ◽  
Customer Relationship ◽  
Mobile Service ◽  
Creative Force ◽  
Business User

Prosumerization is the enabling of users to act as producers. Prosumerization of content for the mobile internet, in which users are consumers and producers of content, is a recent trend. However, user-generated mobile services are the next big step for mobile service provision emerging from the prosumerization of content. Benefits for platform and telecommunication providers can be significant, especially if information released by prosumers is used wisely by providers. This article derives implications for providers and their applied information technology. An architectural proposal is described which focuses on the usage of prosumers’ information for internal business adaptations of providers as well as creation of feedback to the prosumers. Since prosumers as additional creative force in the development process move much closer to a provider’s business, user-centricity has to go beyond improved customer relationship management.

Prosumerization of Mobile Service Provision

2012 ◽  
pp. 216-228
Author(s):  
Dirk Werth ◽  
Andreas Emrich ◽  
Alexandra Chapko
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Service Provision ◽  
Development Process ◽  
Relationship Management ◽  
Mobile Internet ◽  
Customer Relationship ◽  
Mobile Service ◽  
Creative Force ◽  
Business User

Prosumerization is the enabling of users to act as producers. Prosumerization of content for the mobile internet, in which users are consumers and producers of content, is a recent trend. However, user-generated mobile services are the next big step for mobile service provision emerging from the prosumerization of content. Benefits for platform and telecommunication providers can be significant, especially if information released by prosumers is used wisely by providers. This article derives implications for providers and their applied information technology. An architectural proposal is described which focuses on the usage of prosumers’ information for internal business adaptations of providers as well as creation of feedback to the prosumers. Since prosumers as additional creative force in the development process move much closer to a provider’s business, user-centricity has to go beyond improved customer relationship management.

Customer Lifetime Value: A Review

2012 ◽  
Vol 40 (7) ◽  
pp. 1057-1064 ◽  
Author(s):  
Wen Chang ◽  
Chen Chang ◽  
Qianpin Li
Keyword(s):  
Customer Relationship Management ◽  
Critical Review ◽  
Development Process ◽  
Relationship Management ◽  
Customer Lifetime Value ◽  
Customer Relationship ◽  
Review Of The Literature ◽  
Customer Lifetime ◽  
Lifetime Value

The concept of regarding customers as assets that should be managed and whose value should be measured is now accepted and recognized by academics and practitioners. This focus on customer relationship management makes it extremely important to understand customer lifetime value (CLV) because CLV models are an efficient and effective way to evaluate a firm's relationship with its customers. Assessment of CLV is especially important for firms in implementing customer-oriented services. In this paper we provide a critical review of the literature on the development process and applications of CLV.

scholarly journals Internet of Things based Customer Relationship Management – A Research Perspective

2018 ◽  
Vol 7 (2.7) ◽  
pp. 444 ◽  
Author(s):  
Samir Yerpude ◽  
Dr Tarun Kumar Singhal
Keyword(s):  
Internet Of Things ◽  
Real Time ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Mobile Internet ◽  
Customer Relationship ◽  
Time Data ◽  
Crm System ◽  
Real Time Data ◽  
The Impact

Objectives: To study the impact of Internet of things (IoT) on the Customer Relationship Management process and evaluate the benefits in terms of customer satisfaction and customer retention. Methods: An extensive literature review was conducting wherein the constructs of CRM and IoT are studied. Various preliminary information on IoT and CRM system along with the components of Digital enablers have been evaluated. References from research papers, journals, Internet sites, statistical data sites and books were used to collate the relevant content on the subject. The study of all the relevant scenarios where there is a possible impact of IoT origin real time data on CRM was undertaken. Findings: Customer demands are continuously evolving and it is very relevant for all the organizations to align and keep pace with the change. Organizations need to be customer centric and agile to the changing market scenarios. Evaluation of the trends in mobile internet vs desktop internet was also conducted to validate the findings. Application: The usage of real time data emerging out of the IoT landscape has become a reality with the data transmitted over the Internet and consumed by the CRM system. It improves the control on the customer relationship function helping the organizations to operate within healthy and sustained profit  

scholarly journals Understanding Customer Value in the Mobile Internet Era

2021 ◽  
Vol 2021 ◽  
pp. 1-14
Author(s):  
Jing Li ◽  
Ayenew Darge Nigatu ◽  
Baoquan Yu ◽  
Qiaolun Gu ◽  
Yong Yang
Keyword(s):  
Social Services ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Relationship Management ◽  
Mobile Internet ◽  
Theory And Practice ◽  
Customer Relationship ◽  
Three Dimensions ◽  
Complex Network Theory ◽  
Value Model

The advent of mobile Internet era brings both opportunities and challenges to understanding customer value in the field of customer relationship management. Traditional customer relationship management theory and practice focus on the transaction value created by individual customers and do not take into consideration enough to the huge potential commercial value behind the interaction and connection among people by means of online social services in the mobile Internet era. Towards this end, this study first analyses the new characteristics of customer behaviour in the mobile Internet era. Second, the study proposes the integrated customer value model in three dimensions of purchase value, interactive value, and marketing diffusion value with 13 indicators based on the complex network theory and RFM model, considering the value created by connection and interaction among customers. Finally, the study discusses the eight types of customer clusters and the corresponding differentiate customer relationship management strategies in the era of mobile Internet based on the integrated customer value model. This study enriches the theory of customer value in the field of customer relationship management and also helps company better practice the innovation and change in the management of relationship with customer in the mobile Internet era.

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.

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