Information technology for customer relationship management

2004 ◽  
pp. 71-109
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship

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.

scholarly journals CREATING SUSTAINABLE COMPETITIVE ADVANTAGE IN BANKING THROUGH TECHNOLOGY, CUSTOMER RELATIONSHIP MANAGEMENT AND INTERNAL MARKERTING

2017 ◽  
Vol 1 (1) ◽  
pp. 74
Author(s):  
Lilian Achieng Onyango ◽  
Dr. Paul Katuse
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Significant Positive Effect ◽  
Positive Effect

Purpose: The purpose of the study was to establish the need of creating sustainable competitive advantage in banking through technology, customer relationship management and internal marketing.Methodology: The research was carried out through an explanatory research. The target population of the study was 3,193 employees of the Co-op Bank. A sample of 68 employees spread across the bank was selected. The researcher used descriptive and inferential statistics in this study.  The study used primary data. The study used a questionnaire as the preferred data collection tool. This study used the quantitative method of data analysis which included inferential and descriptive statistics. Descriptive statistics included frequencies and measures of tendency mainly means and frequencies. Inferential statistics included correlation analysis. The tool for data analysis was Statistical Package for Social Sciences (SPSS) version 17 program. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: The findings indicated that information technology has significant positive effect on competitive advantage. The findings also showed that customer relationship management (CRM) has a significant positive effect on competitive advantage of banks. The findings further implied that internal marketing has a significant effect on competitive advantage. Further the findings implied that information technology has significant positive effect on competitive advantage.Unique contribution to theory, practice and policy: Following study results, it was recommended that investment in Information technology be emphasized in the banks as it has an effect on the overall achievement of competitive advantage. The study also recommended that banks should emphasize customer relationship by investing in a customer relationship management system. It was further recommended that employees are central to an effective CRM and as such firms must manage its relationships with their employees if they have any hope of fully serving customer needs and that this is especially important in firms where employees are the eyes of customers.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2014 ◽  
pp. 562-577
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2013 ◽  
pp. 221-236
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

Introducing Electronic Patient Records to Hospitals

2011 ◽  
pp. 128-146 ◽  
Author(s):  
Reima Suomi
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Patient Data ◽  
Point Of View ◽  
Customer Relationship ◽  
Healthcare Industry ◽  
Patient Records ◽  
Electronic Patient Records ◽  
Technology Applications

Healthcare is on of the industries that is currently fast adopting information technology (IT) into use. Electronic patient records (EPRs) are at the hearth of healthcare information technology applications. However, patient data is seldom efficiently organized even within one organization, and when patient data is needed in applications covering several organizations, the situation becomes even more complicated. We draw some lessons on how EPR systems should look like from the customer relationship management literature point of view: After all, patients are the customers of healthcare institutions. As a guiding framework for this analysis we use the concepts developed by (Winter, Ammenwerth, et al,. 2001). Then we proceed to discuss how EPR systems diffuse in the healthcare industry and use the Internet standards adoption (ISA) model presented by (Hovav, Patnayakuni, et al., 2004) as a starting point. We apply this model to the diffusion of EPR systems in the healthcare industry. We found big differences between customer relationship management and EPRs management. Customer relationship management aims at long-term relationships and customer profitability, which are not strong goals for EPR systems. Our analysis too resulted to the conclusion that the practical innovation adoption bath for EPRs over paper-based patient records is that of adoption through coexistence.

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

scholarly journals Analisis Sistem Informasi CRM Untuk Meningkatkan Pelayanan dengan Pendekatan SDLC (Studi Kasus: UMKM “SAKTI”)

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Latjuba Sofyana STT ◽  
Andi Rahman Putera
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Business Strategy ◽  
Screen Printing ◽  
System Analysis ◽  
Relationship Management ◽  
Customer Relationship ◽  
Marketing Automation

The development of information technology is endless. Every day there is something new that we can find outside. Will affect many sectors. One of the fastest growing is UMKM. Screen printing and convection is one of the UMKM that produces and sells plain shirts and screen printing. To improve its services, screen printing and convection information systems need to be developed so that the service is more optimal, effective and efficient. Customer Relationship Management (CRM) is a core business strategy that can support, obtain and retain customers. Based on the results of the needs analysis and system analysis of the company that can be known about the CRM modules needed for the system are Customer Service and Support (CSS) and Entreprise Marketing Automation (EMA).

A model for assessing the impact of cloud computing on the success of customer relationship management systems (case study: agricultural companies)

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marieh Khorraminia ◽  
Zahra Lesani ◽  
Mahdi Ghasvari ◽  
Lila Rajabion ◽  
Mehdi Darbandi ◽  
...  
Keyword(s):  
Information Technology ◽  
Cloud Computing ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Cloud Security ◽  
Customer Relationship ◽  
Internet Technology ◽  
Cross Sectional ◽  
Content Type ◽  
The Impact

Purpose Nowadays, communications, products, services and costs are customized through the internet technology. The main theory to continue competitiveness in the organizations is customer relationship management (CRM). CRM enables organizations to efficiently interact with customers and gather, store and examine their data for providing a complete view of them. On the other hand, the subject of cloud computing has increasingly become the bridge for the success of the CRM implementation. Therefore, this study aims to investigate the impact of cloud computing (new cloud facility, knowledge of information technology (IT), cloud security and cost) on the success of CRM systems. Design/methodology/approach The model and the questioners-based data are analyzed using the Smart PLS 3.0. The data were gathered based on 80 employees of three main agricultural companies in Iran. Findings The obtained results have indicated that all of the considered factors, new cloud facilities, knowledge of IT, cloud security and cost, play an important role in CRM systems’ success. Also, the evaluation and examination of the consistency and validity of the model are performed through the structural equation model. Research limitations/implications First, the authors have conducted a study in a single region. It cannot be guaranteed that the results can be generalized to other regions. Second, for this cross-sectional study, the research design was conducted that showed constant relationships between variables. The research done for this study is cross-sectional. Third, because of time and financial restrictions, the authors have gathered data using a sample from a single location. Originality/value Proposing a new model for investigating of the impact of cloud computing (new cloud facility, knowledge of Information Technology (IT), cloud security and cost) on the success of CRM systems is the main originality of this paper.

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.

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