Possibilities of Implementing Customer Relationship Management in the Function of Improving the Competitiveness of the Civil Engineering Sector

Modern business strategies and quality of business environment are conditions for increasing competitiveness of companies in the civil engineering sector. Basic idea of Customer Relationship Management (CRM) is to shift the focus from the product to the buyer and in that way to build quality, long term and profitable relations. Products and services must be adjusted to the demands and specifications of certain clients. CRM is not a technology but a business concept, business philosophy. Basic aim of CRM in the civil engineering sector is gaining and keeping customers with the biggest purchasing potential. The article show that the implementation of the CRM system is in the direct positive correlation with business results of the companies from the civil engineering sector. In order to make the CRM strategy successful, it is necessary to determine appropriate strategy of creating long term, sustainable and profitable relationships with buyers, then to adjust business processes of the company and if necessary to adapt the organizational structure to creating the environment which is totally focused on the buyer.

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Modern Business Strategy Customer Relationship Management in the Area of Civil Engineering

Applied Mechanics and Materials ◽

10.4028/www.scientific.net/amm.678.644 ◽

2014 ◽

Vol 678 ◽

pp. 644-647 ◽

Cited By ~ 20

Author(s):

Mijat Jocovic ◽

Boban Melovic ◽

Nikolay Vatin ◽

Vera Murgul

Keyword(s):

Customer Relationship Management ◽

Business Strategy ◽

Civil Engineering ◽

Relationship Management ◽

Customer Relationship ◽

Competitive Advantages ◽

Business Results ◽

Doing Business ◽

Long Run ◽

Modern Business

Customer Relationship Management (CRM) is a modern business strategy which creates and maintain long term and profitable relations with the buyers. CRM serves for planning and maintaining processes of sales and strengthening competitiveness by registering all interactions of the company with its buyers and suppliers. This system collects and consolidates information from various sources within the company, and where it is possible, they collect information from the company's surroundings in order to offer unique image about each single client, in the real time. Aim of the paper is to show that CRM strategy can be successfully implemented in doing business in the area of civil engineering, so that good business results can be generated on that basis and strengthen competitive ability. Achieving close relations with customers represents main tools for obtaining competitive advantages, thus this paper will show the significance of setting up these relations with customers as well as ways how CRM can contribute to improving better operations on the long run.

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Model analitičkog CRM-a u funkciji optimizacije maloprodajnih zaliha

Oeconomica Jadertina ◽

10.15291/oec.301 ◽

2017 ◽

Vol 5 (2) ◽

Author(s):

Branimir Dukić ◽

Martina Martinović ◽

Stojana Dukić

Keyword(s):

Inventory Management ◽

Customer Relationship Management ◽

Relationship Management ◽

Customer Relationship ◽

Inventory Optimization ◽

Crm System ◽

Modern Business ◽

The Difference ◽

The Stability ◽

High Level

Customer relationship management is a modern business philosophy that grew out of relationship marketing focusing on a consumer as an individual, i.e. on satisfying consumer needs in order to foster their loyalty and turn them into repeat customers. Although the primary goal of customer relationship management is to ensure the stability of revenue generation from a long-term partnership between a supplier and a consumer, it is also a philosophy that rationalizes operations primarily through reducing the costs of attracting new customers, thereby optimizing inventories. Inventory optimization involves adjusting the production process to the needs of consumers. In the modern retail environment, characterised by high level of competition, maintaining inventories not readily marketable can mean the difference between survival and going out of business. Therefore, modern retail systems tend to optimize inventory. Today, this would be impossible to do without the possibilities provided by CRM systems, in particular its subsystem, analytical CRM. Monitoring consumer behaviour in retail is within the scope of CRM system. Data obtained from such systems serve as the basis for inventory management. However, for inventory management to be possible, one has to consider which models, especially stochastic, can be used in inventory optimization. These models then need to be applied in the analytical subsystem of the CRM system. For such models to have use value, it is necessary to adjust the transaction part of the CRM system in terms of collecting the data needed for selected retail inventory optimization models. The answers to these and other questions relating to the use of analytical CRM in optimizing retail inventory are contained in the results of this research.

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Strategies for Customer Relationship Management Focused on Loyalty

ESPOCH Congresses: The Ecuadorian Journal of S.T.E.A.M. ◽

10.18502/espoch.v1i1.9604 ◽

2021 ◽

Author(s):

J. Vasco ◽

C. Guerra ◽

F. Favicela ◽

X. Granizo

Keyword(s):

Customer Relationship Management ◽

Business Processes ◽

Human Resources Management ◽

Relationship Management ◽

Marketing Strategies ◽

Customer Relationship ◽

Relational Marketing ◽

Crm System ◽

Palabras Clave ◽

Management Approaches

This research examined the customer loyalty process through relational marketing, using Customer Relationship Management (CRM) strategies. A market study was conducted to analyze the current client management approaches. A survey of customers of the company was carried out to investigate what they perceived were important factors influencing their relationship with the organization and determining efficient communication. The study focused on the design of CRM and relational marketing strategies, in order to create tools to improve communication and interaction with the client, so as to help understand customer demands and achieve loyalty. A formal methodology was described for developing and implementing a CRM system that integrates aspects such as defining a customer strategy, re-engineering customer-oriented business processes, human resources management, the computer system, and management of change and continuous improvement. Keywords: strategy, loyalty, customer relationship management, administration, communication. Resumen La administración de la relación con el cliente es el proceso general de establecer y mantener relaciones redituables con los clientes al entregarles más valor y mayor satisfacción. El presente trabajo de investigación está enfocado en solucionar el deficiente proceso de fidelización del cliente por medio del marketing relacional. Para contribuir con el objetivo de la investigación, se realizó un estudio para analizar la gestión del cliente a través de una encuesta a los clientes actuales de la empresa ‘Ambaplass’ dedicada a la comercialización de productos de consumo masivo, ubicada en la cuidad de Ambato. El estudio se centró en torno al diseño de estrategias de comunicación con el objetivo de crear herramientas que permitan una mejor interacción con el mismo, además de conocer sus exigencias y lograr su fidelización. Los principales hallazgos de la investigación determinaron que el 63% de los encuestados son de sexo femenino, el 36% de los clientes tienen entre 26 y 35 años, el 40% de los encuestados son clientes desde hace un tiempo aproximado de 6 a 12 meses, el 46% realizan compras de 2 a 3 veces al mes, el 62% de los encuestados hacen uso de WhatsApp, en tanto que el 6% no utiliza ninguna red social, el 43% considera que la capacidad de resolución de problemas en la empresa es bueno y apenas el 41% de clientes está satisfecho con el departamento de ventas. Mediante los resultados obtenidos se puede evidenciar que existe satisfacción del cliente pero no fidelización del mismo. Palabras clave: estrategias, fidelización, administración de la relación con el cliente, comunicación.

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Customer Relationship Management (CRM)

Business Web Strategy ◽

10.4018/978-1-60566-024-0.ch005 ◽

2009 ◽

pp. 94-117

Author(s):

Mahesh Raisinghani ◽

Abdu Albur ◽

Sue Leferink ◽

Thomas Lyle ◽

Stephen Proctor

Keyword(s):

Customer Relationship Management ◽

Business Strategy ◽

Business Processes ◽

Relationship Management ◽

Internet Marketing ◽

Customer Relationships ◽

Customer Relationship ◽

Technical Solution ◽

Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

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The Impact of Customer Relationship Management on Long-term Customers’ Loyalty in the Palestinian Banking Industry

International Business Research ◽

10.5539/ibr.v10n11p139 ◽

2017 ◽

Vol 10 (11) ◽

pp. 139

Author(s):

Raed A. M. Iriqat ◽

Mohannad A. M. Abu Daqar

Keyword(s):

Service Quality ◽

Customer Relationship Management ◽

System Integration ◽

Banking Industry ◽

Relationship Management ◽

Customer Relationship ◽

Quality Level ◽

Crm System ◽

The Impact

This paper aims to investigate the impact of customer relationship management on Long-term Customers’ Loyalty in the Palestinian banking industry. The data was collected through distributing questionnaires on the Palestinian banking employees. Using multiple regression analysis tests, this paper finds these results; there is a positive and strong linear relationship between dependent variable “long-term customers’ loyalty” and CRM, the CRM dimensions are service quality, customer’s database, solving customer’s problems, employees behavior, and CRM system integration. At the end, the two predictors (employee’s behavior and CRM system integration) explained 48.2% of the variance in the long-term customers’ loyalty. The scholars’ found that banks have to investigate why there is a difference in the service quality level between male and female employees where male employees more effective than females. Furthermore, banks need to update their customers’ database in order to be alerted to changes in their customers’ requirements and needs to retain their loyal relationships with customers.

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LAYANAN E-COMMERCE PENJUALAN PAKAIAN BERBASIS WEB DENGAN PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT

JITU : Journal Informatic Technology And Communication ◽

10.36596/jitu.v2i2.35 ◽

2018 ◽

Vol 2 (2) ◽

pp. 9-16

Author(s):

Heldi Diana Tudenga ◽

Yohanis Malelak

Keyword(s):

Customer Relationship Management ◽

Business Processes ◽

Relationship Management ◽

Customer Relationship ◽

Flow Diagram ◽

Literature Study ◽

Web Based ◽

Application Service ◽

Data Flow Diagram

badi Collection Shop is a business entity engaged in the sale of clothing located on the roadRoundabout PU Tuak Daun Merah II. In conducting its business processes the Abadi Collection Shopstill uses the conventional mechanism, the customer must come directly to the outlet to see and searchfor products sold by Abadi Collection Shop. In order to support the business run by Abadi CollectionShop, the existence of customers is not only a source of company income but also as a long term assetthat needs to be managed and maintained through Customer Relationship Management. The purposeof this research is to design and build an Application Service E-commerce Web Based Clothing Salesby applying Customer Relationship Management at Abadi Collection Shop. Data collecting method bywriter is literature study, observation and interview, tool of analysis of system design in the form ofdocument flow, context diagram, data flow diagram, and proposed database of entity relationshipdiagram. While making the software in this thesis, the writer uses PHP and Adobe Dreamwaver CS6and MySQL database. The results of this study system designed to support order transactions as wellas a promotional event that can facilitate customers in communication and provide input for AbadiCollection Shop.

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Using a data-driven marketing strategy on customer relationship management: an empirical case of urban coffee shops in Taiwan

British Food Journal ◽

10.1108/bfj-06-2020-0523 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Wen-Yu Chiang

Keyword(s):

Marketing Strategy ◽

Customer Relationship Management ◽

Large Scale ◽

Relationship Management ◽

Business Environment ◽

Customer Relationship ◽

Data Driven ◽

Research Approach ◽

Content Type ◽

Crm System

PurposeNowadays, the agricultural business environment is expended to the whole world. Transaction records in point of sales and customer relationship management (CRM) systems can be large-scale data for long-established global chain businesses. Thus, the purpose of this paper is to using a proposed data mining approach to discover valuable markets/customers of urban coffee shop industry (retailer) in current environment of Taiwan, which can implement the industry's data-driven marketing strategy on a CRM system.Design/methodology/approachIn this research approach, Ward's method, C5.0 decision tree and a proposed model are applied for discovering valuable markets and mining useful customer rules.FindingsThese found markets and discovered rules can be applied on marketing information or CRM system for identifying valuable customers and target markets.Originality/valueIn this study, the CRM system can be the media for the data-driven marketing strategy in environment of Taiwan. The approach of this research can be applied on other businesses for their data-driven marketing strategies as well.

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Churn Problem in Everyday Business

Developing Churn Models Using Data Mining Techniques and Social Network Analysis ◽

10.4018/978-1-4666-6288-9.ch001 ◽

2014 ◽

pp. 1-25 ◽

Cited By ~ 2

Keyword(s):

Customer Relationship Management ◽

Relationship Management ◽

Business Environment ◽

Customer Relationship ◽

Modern Business ◽

Business Approach ◽

Churn Management

This chapter is an introduction into customer relationship management, explaining the modern business environment and techniques to monitor it. As part of that process, churn management is introduced and explained across industries. Throughout the chapter, a wider churn perspective is explained together with several examples from real cases. As the chapter comes to its end, the business approach become more and more involved, and the reader starts to realize the importance of churn management and its complexity. At the same time, the idea of techniques and methodologies as to how it can be managed start to shape key book points.

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Customer Relationship Management (CRM)

Business Information Systems ◽

10.4018/978-1-61520-969-9.ch125 ◽

2010 ◽

pp. 2055-2077

Author(s):

Mahesh Raisinghani ◽

Abdu Albur ◽

Sue Leferink ◽

Thomas Lyle ◽

Stephen Proctor

Keyword(s):

Customer Relationship Management ◽

Business Strategy ◽

Business Processes ◽

Relationship Management ◽

Internet Marketing ◽

Customer Relationships ◽

Customer Relationship ◽

Technical Solution ◽

Strategic Implementation

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Zarządzanie relacjami z klientem w spółkach portfelowych funduszu inwestycyjnego

Studenckie Prace Prawnicze, Administratywistyczne i Ekonomiczne ◽

10.19195/1733-5779.20.12 ◽

2017 ◽

Vol 20 ◽

pp. 175-191

Author(s):

Magdalena Kardela

Keyword(s):

Customer Relationship Management ◽

Business Processes ◽

Relationship Management ◽

Customer Relationships ◽

Customer Relationship ◽

Business Strategies ◽

Investment Fund ◽

Effective Cost ◽

Definition Of ◽

Fund Portfolio

Customer relationship management in investment fund portfolio companiesThe purpose of this paper is to present the problems related to customer relationship management in relation to the changes taking place in contemporary economic space. Thus, the analysis is based on the definition of activities undertaken in business strategies, with particular emphasis on the forms of communication aimed at activating buyers. In addition, the development of specific customer relationships that are the basis for the optimization of defined business processes in connection with the requirement for effective cost management within the scope of operating operations, has been highlihgted. That is compatible with the current market trend, which emphasizes the importance of acquiring, processing and updating information about buyer behavior and preferences. Therefore, having knowledge of the customer and managing it, nowadays determines the competitive advantage of the organization.

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