The customer relationship management value chain

2004 ◽  
pp. 52-70
Keyword(s):  
Customer Relationship Management ◽  
Value Chain ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals A Model of Value Chain Management Based on Customer Relationship Management

2011 ◽  
Vol 2 (3) ◽  
pp. 17 ◽  
Author(s):  
Wang Aimin ◽  
Li Shunxi
Keyword(s):  
Customer Relationship Management ◽  
Value Chain ◽  
Communication Channel ◽  
Relationship Management ◽  
Secondary Data ◽  
Customer Relationship ◽  
Enterprise Development ◽  
Chain Management ◽  
Value Chain Management ◽  
Strategic Direction

Many companies pay much attention to the Value Chain Management (VCM) nowadays. The VCM can give the strategic direction of enterprise development, which can create the value gained by the customer. The Customer Relationship Management (CRM) can build the communication channel of value delivery between the enterprise and customer. Through analyzing the secondary data of the related literatures, the article builds a model of Value Chain Management based on the Customer Relationship Management.

scholarly journals IMPLEMENTASI MODEL CUSTOMER RELATIONSHIP MANAGEMENT UNTUK FUNGSI LAYANAN UMUM PADA ERA TATANAN BARU

2021 ◽  
Vol 4 (2) ◽  
pp. 225
Author(s):  
Mahardhika Berliandaldo ◽  
Achmad Chodiq ◽  
Sutarno Sutarno ◽  
Heru Eko Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Public Service ◽  
Value Chain ◽  
Process Model ◽  
Relationship Management ◽  
Customer Relationship ◽  
Strategy Development ◽  
Chain Model ◽  
Customer Data

Customer Relationship Management or CRM is a new approach to managing relationships between organizations and customers. In the era of the new order, especially during the current Covid-19 pandemic, digitizing public service functions carried out by the General Bureau of LIPI will play an important role in supporting the smooth running of the organization's operations. Customer satisfaction is highly dependent on the service process provided by executing service functions. In order for public service functions to run properly, it is necessary to carry out analysis in exploiting customer data in order to create increased value for the organization and customers by using Value Chain model analysis. Furthermore, to describe the implementation of CRM in public service functions, the implementation of the model applied is to use Payne's five-process model. This model describes the five core processes in CRM, namely the strategy development process, the value creation process, the multichannel integration process, the performance appraisal process and the information management process. The strategy for implementing this model is used so that the results obtained can run as expected. That way, customer satisfaction will be a top priority in implementing CRM in the general service function at LIPI. 

scholarly journals Analisa dan Perancangan Model Umum Enterprise Architecture untuk E-Business Usaha Mikro Kecil dan Menengah (UMKM) dengan Menggunakan Framework TOGAF ADM

2018 ◽  
Vol 4 (1) ◽  
pp. 1-8
Author(s):  
Ali Fauzi ◽  
Yeffry Handoko
Keyword(s):  
Cloud Computing ◽  
Customer Relationship Management ◽  
Enterprise Resource Planning ◽  
Value Chain ◽  
Enterprise Architecture ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Value Chain Analysis ◽  
Chain Analysis

Seiring dengan ketatnya persaingan bisnis UMKM di era teknologi saat ini membuat para pelaku UMKM harus berupaya lebih keras dalam meningkatkan keuntungan, meningkatkan kualitas produk dan layanan, memperluas pangsa pasar dan memelihara loyalitas pelanggan. Salah satu cara yang dapat dilakukan oleh UMKM adalah dengan meningkatkan efisiensi dan efektifitas pada proses bisnis UMKM itu sendiri melalui penerapan teknologi informasi yang dapat membantu UMKM dalam menjalankan bisnisnya. Untuk mewujudkan proses bisnis yang berkesinambungan maka dibutuhkan suatu keselarasan antara proses bisnis dan teknologi yang mampu dapat mendukung, meningkatkan, mengubah atau bahkan menemukan suatu bisnis proses atau sistem bisnis dalam menciptakan nilai lebih bagi pelanggan baru maupun pelanggan eksisting atau lebih dikenal sebagai konsep e-Business. Sesuai dengan dilakukannya penerapan konsep e-Business terhadap beberapa UMKM maka diusulkan suatu model umum arsitektur enterprise yang dapat digunakan oleh UMKM (produksi barang, penyedia jasa dan penjualan barang) dengan cara menerapkan konsep e-Business, penggunaan kerangka kerja TOGAF ADM, penerapan value chain analysis, penggunaan aplikasi Enterprise Resource Planning (ERP) dan Customer Relationship Management (CRM) serta pemanfaatan teknologi cloud computing. Dengan harapan perancangan model tersebut dapat dijadikan acuan bagi seluruh jenis UMKM yang ingin menerapkan sistem informasi berbasis e-Business.

Customer relationship management for hotels in Hong Kong

2010 ◽  
Vol 22 (2) ◽  
pp. 139-159 ◽  
Author(s):  
Ada S. Lo ◽  
Lawrence D. Stalcup ◽  
Amy Lee
Keyword(s):  
Customer Relationship Management ◽  
Value Chain ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Content Type ◽  
Hotel Managers ◽  
And Control ◽  
Depth Interviews

PurposeThe purpose of this study is to investigate how hotels are implementing customer relationship management (CRM) practices at the property level.Design/methodology/approachSemi‐structured in‐depth interviews were conducted with 45 hotel managers from 17 hotels. The interviews were recorded, transcribed, and analyzed using content analysis.FindingsAll participating hotels have practices in place to manage customer relationships. The most commonly cited goal for CRM is guest retention. Evaluation and control are perceived as very important activities not only to create value for the customers, but also to track the performance of the guest contact departments and the customers' evaluations of the hotel/restaurant experiences.Research limitations/implicationsThe sample is probably biased towards hotels that are most interested in CRM and are heavily weighted towards higher tariff properties.Practical implicationsThe study modified Buttle's CRM value chain to analyze hotels' CRM practices. Results of the study provide a source for industry practitioners to compare and benchmark their practices and to obtain useful CRM ideas.Originality/valueCRM‐related research in the hotel industry has looked at a variety of specific practices and its role in achieving overall objectives at the corporate strategic level. Yet, no research has been done to investigate CRM practices at the property level for hotels using the CRM value chain.

scholarly journals Enhancement of Customer Satisfaction through Emphasizing on Customer Relationship Management, Brand Equity & Value Chain

2020 ◽  
Vol 8 (6) ◽  
pp. 4995-4997
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Value Chain ◽  
Relationship Management ◽  
Customer Relationship ◽  
Strong Positive Correlation ◽  
Banking Services ◽  
Service Value ◽  
Product Service

This study attempts to evaluate the determinants of the combination of tested models of brand equity, service value chain and customer relationship management particularly in selected banking services for enhancing the satisfaction of the customer. The conceptual framework of these individual tested models is developed to offer customer satisfaction and delightnes. The applied structure of these tested models is based upon the customer-based brand value, also known as brand resonance model which contains five determinants such as brand images, brand salience, brand performance, brand judgment and brand services, culture & leadership, hassle free documentation & internet / e-banking services. The customer relationship management models contain identification of perspective & potential customer acquisitions, Product/service value proposition, Product/service portfolio analysis & mutually beneficial CRM. The Correlations were conducted and strong positive correlation between brand equity & customer relation management is observed. It can be seen that CRM model has highly influenced the customer satisfaction in banking sector. The multiple regression results indicate that the brand equity model, CRM and Value Chain model do have a significant influence in the customer satisfaction.

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.

Customer Relationship Management

2001 ◽  
Vol 30 (8) ◽  
pp. 417-422 ◽  
Author(s):  
Hajo Hippner ◽  
Stephan Martin ◽  
Klaus D. Wilde
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship
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