scholarly journals Grup BTS Menembus Pasar Musik Amerika Serikat : Pendekatan Customer Relationship Management (CRM) Big Hit Entertainment pada Global Fandom

2020 ◽  
Vol 24 (2) ◽  
Author(s):  
Ratih Frayunita Sari
Keyword(s):  
Customer Relationship Management ◽  
Market Research ◽  
Relationship Management ◽  
The United States ◽  
Customer Relationship ◽  
Research Approach ◽  
Conceptual Approach ◽  
Music Business ◽  
Customer Information ◽  
Fourth Form

Market research is important in business, furthermore, market research is considered a way of creating effective strategies and as a basis for consideration in marketing decision making. One of the goals in market research is always oriented towards creating relationships between corporate with customers or known as Customer Relationship Management (CRM). The CRM approach combines the policies, processes, and strategies that the company uses to interact with customers and also to track customer information. Related business, South Korea has become an influential country in the world because of the K-pop music business. Big Hit Entertainment which is the smallest agency in Korea has spawned the most phenomenal idol group idols are BTS to penetrate the international market especially the United States. Big Hit Entertainment is always consistent with various market research approaches CRM in particular. This paper will discuss how Big Hit Entertainment performs various Customer Relationship Management (CRM) strategies in increasing ARMY loyalty as a BTS fan and elaborating communication global marketing. The author will explain the conceptual approach related to CRM and its relationship to market research. Furthermore, the discussion will be classified in several sub-discussion. First, it will describe BTS as a product of Big Hit Entertainment's business. Second, discuss the market research approach of Big Hit Entertainment. Third, customer research through Membership Survey of BTS. Fourth, form of Big Hit Entertainment CRM approach. Fifth offers CRM development in Big Hit market review in the future.

A Critical Review On Perception & Benefits Of Customer Relationship Management (CRM) System In Indian Private Hospitals

2016 ◽  
Vol 1 (2) ◽  
Author(s):  
Dr. Surendra Kumar ◽  
Dr. Meenakshi Srivastava
Keyword(s):  
Electronic Medical Records ◽  
Customer Relationship Management ◽  
Medical Records ◽  
Relationship Management ◽  
Customer Relationship ◽  
Research Approach ◽  
Private Hospitals ◽  
Crm System ◽  
Systems Implementation ◽  
Adoption And Implementation

The implementation of Customer relationship Management (CRM) Systems has been increased within organizations for the purposes of increasing customer loyalty accompany with decreasing expenses and increasing revenues. The perception of the benefits associated with the implementation of CRM systems is an essential step for the adoption and implementation of CRM systems. Therefore, this paper presents the study conducted to investigate the perception of the CRM systems in the private hospitals in the northern part of India as there is a lack of adoption of CRM systems in hospitals. Qualitative research approach that is interview based was adapted in the study. The management of 10 private hospitals in the northern part of India was interviewed. The results reveal that no hospital has adopted CRM system. In addition, there is a substantial lack of understanding of the benefits of CRM systems in hospitals. Some hospitals claim that the implementation of CRM system is not of their priorities and there are much important projects as the implementation of Electronic Medical Records (EMD). However, other hospitals indicate for an existence of future plan for the adoption and implementation of CRM system. Another issue that needs to be taken into consideration by the vendors of CRM systems is the high costs associated with the implementation of CRM systems in hospitals. Indeed, both the vendors of CRM systems and the managers of hospitals hold the responsibility of the lack of CRM systems implementation in hospitals.

scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON

2017 ◽  
Vol 18 (3) ◽  
pp. 42-69 ◽  
Author(s):  
GISELA DEMO ◽  
ELUIZA ALBERTO DE MORAIS WATANABE ◽  
DANIELLE CHRISTINE VASCONCELOS CHAUVET ◽  
KÉSIA ROZZETT
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
External Validity ◽  
Cultural Context ◽  
Relationship Management ◽  
The United States ◽  
Customer Relationship ◽  
Measurement Instruments ◽  
Cross Sectional Survey ◽  
Cross Sectional

ABSTRACT Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well.

IT Evaluation Practices in Electronic Customer Relationship Management (eCRM)

2011 ◽  
pp. 2285-2290
Author(s):  
Chad Lin
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Organizations ◽  
Bottom Line ◽  
Evaluation Practices ◽  
Customer Information ◽  
Widespread Agreement ◽  
Key Issues

Organizations are becoming increasingly aware of the need to scrutinize their bottom-line financial returns of business automation initiatives. To achieve this, organizations have to become more customer-centric. According to Karakostas, Karadaras and Papathanassiou (2005), a 5% increase in customer retention can result in an 18% reduction in operating costs. Therefore, the need to build and maintain customer relationship has become a priority for organizations. However, according to a KPMG survey, only a small percentage of companies were able to obtain even basic customer information despite the fact that 89% of companies consider customer information to be extremely important to the success of their business (McKeen and Smith, 2003). As a result, many organizations are adopting electronic customer relationship management (eCRM) applications in order to gather, organize, understand, anticipate, and respond to the constant evolution of customers’ requirements and demands. Indeed, eCRM is forecasted to become increasingly important as businesses seek to deliver their services and information as well as to provide transactional facilities via online and wireless platforms, in additional to the more traditional means of communication channels (e.g., call centers and customer service) (Tan, Yen and Fang, 2002). The market worldwide for eCRM applications is predicted to grow from US $3.4 billion in 2000 to US $10.5 billion in 2005 (EPS, 2001). Yet, despite the huge investment and widespread agreement that eCRM has direct and indirect impact on customer satisfaction, loyalty, sales, and profit, it has been found that 70% of eCRM solutions that have been implemented by businesses fail (Feinberg, Kadam, Hokama and Kim, 2002). Moreover, studies carried out by Gartner, Forrester, AMR Research, and the Yankee Group claim that most of CRM implementations did not return the expected ROI (Foley, 2002). This is because management tends to be myopic when considering their IT (information technology) decisions, primarily because they are unable to evaluate (specifically the indirect benefits and costs) eCRM applications (Ernst and Young, 1999). To address this issue, this paper sets out to investigate the current evaluation practices by Australian organizations implementing eCRM. The other objective is to identify the key issues faced by managers to justify and measure their eCRM. Hopefully, the finding can help business organizations to better manage their eCRM investment and its contribution to improving their long term profitability.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1742-1759
Author(s):  
Su-Fang Lee ◽  
Wen-Jang ("Kenny") Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1778-1794
Author(s):  
Su-Fang Lee ◽  
Wen-Jang (Kenny) Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Barbie in a Wheelchair: Mattel’s Respect to Customer Voice

2020 ◽  
Vol 9 (3) ◽  
pp. 181-186
Author(s):  
Jashim Uddin Ahmed ◽  
Ayesha Tahsin Ananya ◽  
Kazi Pushpita Mim ◽  
Asma Ahmed ◽  
Sarika Iqbal
Keyword(s):  
United States ◽  
Customer Relationship Management ◽  
Minority Groups ◽  
Relationship Management ◽  
The United States ◽  
Customer Relationship ◽  
The Internet ◽  
New Era ◽  
The World ◽  
Key Aspects

Barbie in a wheelchair has heralded a new era in the magical world of Barbie. Mattel, one of the biggest toy manufacturers, has redefined the way Barbie has been portrayed to the world by introducing their new Black Barbie in a wheelchair. After years of innovation and trial and errors, it has proved that Barbie is not just a make-believe plaything or a representation of a singular aspect of beauty standards. These dolls should be relevant and wholesome when it comes to creating a bridge between customers and the brand itself. Mattel realized not too long ago the significance of inclusion, and now it has ended up hoisting a sensation in all of the United States and globally through the Internet and social media such as Twitter. The IDIC (Identify, Differentiate, Interact and Customize) model, which is an effective customer relationship management (CRM) tool, has been deployed by Mattel to demonstrate how Mattel cares for its customers. Mattel’s customer centrism, devotion towards innovation and inclusiveness are the key aspects which has rewarded the company with a whole new spectrum of acceptance from minority groups with a smile on their faces.

Infosys Technologies Limited

2011 ◽  
pp. 1-15
Author(s):  
Debabroto Chatterjee ◽  
Rick Watson
Keyword(s):  
Information Management ◽  
Delivery System ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
It Services ◽  
Customer Information ◽  
Crm System ◽  
Front End

Infosys Technologies Ltd., one of the world’s most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBA – Customer Information Management By All. This customer-focused system was conceived and designed to improve communication and collaboration between the company and its customers. By seamlessly integrating the front-end sales system with the back-end delivery system, CIMBA was expected to further enhance the company’s IT solutions delivery capability. This case provides insights into the factors that triggered the need for developing such an integrated CRM solution and how the company went about developing and launching this system. It also brings to light the various challenges associated with the implementation of this IS solution.

scholarly journals The Relationship between E-Service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance Mediating by Brand Image

2021 ◽  
pp. 9-19
Author(s):  
Farid Wadjdi ◽  
Zulkifli Djamin
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Brand Image ◽  
Relationship Management ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Research Approach ◽  
Probability Sampling ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine the relationship of E-Service Quality and Ease of Use to Electronic Customer Relationship Management (E-CMR) which is mediated by Brand image. The research approach used is quantitative. The research sample is determined by non probability sampling which takes 100 samples of e-commerce application consumers in Indonesia. The results showed that there is a relationship between Brand Image and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Brand Image. There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM). There is a relationship between Ease of Use and Brand Image. There is no relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image. There is a relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image.

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