Providing a Pattern to Evalute CRM Systems Based on EFQM Model in SMEs

2012 ◽  
Vol 463-464 ◽  
pp. 1141-1146 ◽  
Author(s):  
Pegah Reihanifard ◽  
Mansoor Aminilari ◽  
Reza Askari Moghadam ◽  
Davood Vahdat ◽  
Soroush Mozaffari
Keyword(s):  
Customer Relationship Management ◽  
Management Strategies ◽  
Sanitary Ware ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Management Systems ◽  
Unified Approach ◽  
Efficient Management ◽  
Efqm Model

Today, companies put their customers at the center of all activities and revise their marketing and sales strategies based on IT[1]. The companies, regardless of type of activity, size and structure, need to establish efficient management systems to evaluate their customer relationship system and provide other organizational tools to determine, lead, manage, and evaluate management strategies[2]. The purpose of this paper is to present a pattern based on EFQM model which is studied systematically in small and medium industries in order to get proper and unified approach in customer relationships by considering having proper approaches, results of approaches, and evaluating and reviewing of criteria .In this research we concentrate on the case study of Golsar Fars sanitary ware company among SMEs companies of sanitary ware industry in Iran in order to investigate the qualitative aspects of manifestations and see how the proposed pattern can be used by experts experienced in customer relationship management to help them to coordinate their activities with continuous improvement of the organization.

Making Customer Relationship Management Work: The Measurement and Profitable Management of Customer Relationships

2005 ◽  
Vol 69 (4) ◽  
pp. 252-261 ◽  
Author(s):  
Lynette Ryals
Keyword(s):  
Customer Relationship Management ◽  
Management Strategies ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Management ◽  
Real Difference ◽  
Lifetime Value ◽  
Longitudinal Case Studies ◽  
Management Work

Customer relationship management (CRM) is perceived to be failing, and there is an urgent need for some practical ways to address this issue. The research presented in this article demonstrates that the implementation of CRM activities delivers greater profits. Using calculations of the lifetime value of customers in two longitudinal case studies, the research finds that customer management strategies change as more is discovered about the value of the customer. These changes lead to better firm performance. The contribution of this article is to show that CRM works and that a relatively straightforward analysis of the value of the customer can make a real difference.

scholarly journals How Crm Performs Inside Sales Activities In Itc Companies: A Case Study Of Fincons Group, Italy

2016 ◽  
Vol 12 (19) ◽  
pp. 312
Author(s):  
Di Vittorio Arianna ◽  
Di Gioia Vito Alessandro
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Research ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Business Units ◽  
Sales Process ◽  
Marketing Analysis ◽  
Functional Process

The aim of this paper is to take a case study of the Fincons Group and examine the in depth activity of the Inside Sales Department. The study presents Fincons Group, which is an IT Consulting Company. Its offices are based in Italy, Switzerland, and England. They are organized into Business Units and are offering concerns to all the different stages of IT applications as well as complex innovation programs. It explains the activities of the Inside Sales Department, specifically the Inside Sales. In detail, Marketing Analysis and Strategy, Marketing Management, and Marketing Research and Metrics have been considered useful to present to the management the guideline for the quantitative and qualitative analysis of customer relationship management programs. Thus, its aim is to optimize the sales process. This study also deals with CRM Salesforce, which is the IT tool used for customer relationship management. In this case, it is possible to analyse the CRM by going over its list of information. Thus, the aim is to give the guideline to quantify the value of customer relationships. In conclusion, the paper highlights the idea of “Holistic CRM”. Specifically, it emphasizes the need for a cross-functional, process-oriented, and calculated approach that positions CRM at a strategic level where business should take precedence over technology.

Adaptive customer relationship management contingency model under disruptive events

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Frank Lozada-Contreras ◽  
Karen L. Orengo-Serra ◽  
Maria Sanchez-Jauregui
Keyword(s):  
Puerto Rico ◽  
Natural Disaster ◽  
Customer Relationship Management ◽  
Management Strategies ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Content Type ◽  
Contingency Model ◽  
Qualitative Focus Groups

PurposeGiven that few studies examine how disruptive events affect customer relationships during and after the event, this study examines the resilience of companies in Puerto Rico, their underlying vulnerabilities, and how they deployed customer relationship management (CRM) resilience strategies during and after Hurricane Maria.Design/methodology/approachThe study analyzed data gathered from qualitative focus groups composed of 41 firms via an exploratory approach. Participants were business owners and managers of enterprises in Puerto Rico.FindingsAll companies faced critical government infrastructure failures that affected their CRM activities. Firms implemented one or more CRM resilience strategies in response to the natural disaster. Accordingly, a comprehensive, adaptive CRM contingency model was postulated using marketing crisis management strategies discussed in the literature, existing resilience models and research studies in marketing resilience. The adaptive CRM contingency model operationalizes all processes at the business-logic level via the event-driven process chain (EPC) language, thus making it easier to understand and employ.Originality/valueThis study presents a unique model that shows the value of CRM and its capacity to evolve under disruptive environments that affect company–customer relationships. The operationalization of the model allows practitioners, policymakers and academic researchers to better understand how CRM is not only a suitable tool for managing business continuity after a natural disaster but also a mitigating technique for responding to new customer needs and expectations.

Relationship Ending in the Concept of Customer Relationship Management

2015 ◽  
Vol 10 (2) ◽  
pp. 103-113
Author(s):  
Ewa Hajduk-Kasprowicz ◽  
Lech Nieżurawski
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Professional Services ◽  
Customer Relationship ◽  
Modern Literature ◽  
Relationship Dissolution ◽  
Business Relationships ◽  
Efficient Management ◽  
The Future ◽  
The Relationship

The paper discusses the problems of fading and ending of business relationships in the sphere of professional services i.e. the phase of a relationship dissolution resulting from a client's or a firm's decision to end it. This phase includes, among others, determining the causes of the relationship dissolution and drawing conclusions for the future in order to prevent losing the most lucrative clients. Both in theory and in practice, relationship ending is perceived as something stretched in time i.e. consisting of numerous stages and influenced by numerous factors and events.The aim of the present paper is an analysis of the modern literature on the causes and mechanisms of business relationships termination in the sphere of professional services as well as indicating some possibilities of a more effective and efficient management of these relations. 

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