scholarly journals Digital transformations of logistics customer service business models

2020 ◽  
pp. 57-75
Author(s):  
Mariia Hryhorak ◽  
Natalia Trushkina ◽  
Tadeusz Popkowski ◽  
Kateryna Molchanova
Keyword(s):  
Information And Communication Technologies ◽  
Customer Service ◽  
Business Models ◽  
Customer Orientation ◽  
Synergetic Effect ◽  
Digital Transformation ◽  
Customer Relationship ◽  
Management Tool ◽  
Mutual Relations ◽  
Marketing Information

The article presents the results of expert surveys conducted by international organizations as a method of empirical research to identify current problems, features and trends of customer-oriented logistics services to consumers in the context of digital space. The statistical analysis of the indicators characterizing the level of use of information and communication technologies at management of mutual relations with consumers at the Ukrainian enterprises is executed. The key barriers that hinder the digital transformation of the logistics service have been identified, which are conditionally classified into 6 groups: trading, transport, marketing, information, organizational and financial and economic. The content structure of CRM-system implementation as a customer relationship management tool is proposed. The expediency of the complex approach application to digital transformation of consumers logistic service on the basis of customer orientation is substantiated and the formula of an estimation of synergetic effect from its realization is offered.

Artifical Intelligence and CRM

2022 ◽  
pp. 92-114
Author(s):  
Shailja Dixit
Keyword(s):  
Customer Service ◽  
Data Analytics ◽  
Business Models ◽  
Big Data Analytics ◽  
Digital Transformation ◽  
Disruptive Technologies ◽  
Artifical Intelligence ◽  
Customer Lifetime ◽  
Customer Care ◽  
Transformation Potential

Disruptive technologies such as IoT, big data analytics, blockchain, and AI have changed the ways businesses operate, with AI holding immense marketing transformation potential. AI is influencing marketing strategies, business models, sales processes, customer service options, and customer behaviors. AI-CRM's improving ability to predict customer lifetime value will generate an inevitable rise in implementing adapted treatment of customers, leading to greater customer prioritization and service discrimination in markets. CSPs are working through the challenging process of digital transformation, driven by the need to compete with fast-moving OTT and consumer tech players. CSPs need to move quickly and can advance digital transformation with solutions that leverage AI which can drive value across the business from network optimization and data analytics through to customer care and marketing engagement. The chapter tries to identify how AI is impacting the CRM in the telecom industry and leveraging the benefits of this technology for better customer management and growth.

Digital Transformation and Change Management at Organizations in the Textile Industry

2020 ◽  
pp. 144-174
Author(s):  
Carmen De-Pablos-Heredero
Keyword(s):  
Change Management ◽  
Information And Communication Technologies ◽  
Textile Industry ◽  
Customer Value ◽  
Business Models ◽  
New Technologies ◽  
Communication Technologies ◽  
Digital Transformation ◽  
New Business ◽  
Information And Communication

Organizational changes are required for the implementation of information and communication technologies (ICT) at firms operating in the textile industry. Technologies for a new way of doing things will not provide good results if applied to an old established process. ICT allows putting into action processes in a different way, which may result in many cases, in more efficient and convenient process from the perspective of customer value generation. Textile firms highly invest in digital transformation to get new business models that constitute a challenge for traditional ways to operate. For that, they must face organisational changes. Change management implies leaving a group of structures, procedures, and behaviours and the adoption of new ones. Organizations must be able to identify potential efficient processes as a consequence of the application of new technologies. An appropriate management of more tangible aspects—equipment, financial resources—and intangible ones—people, users, and perceptions—will have impact on change management results.

A CRM Process Model for Agent-Based Simulation

2017 ◽  
Vol 8 (4) ◽  
pp. 56-82 ◽  
Author(s):  
Hichem Benaissa Anouar Badsi ◽  
Abdessamed Rdess Ghomari ◽  
Leila Zemmouchi-Ghomari
Keyword(s):  
Information And Communication Technologies ◽  
Process Model ◽  
Business Models ◽  
Communication Technologies ◽  
Customer Relationship ◽  
Suitable Model ◽  
Abstract Concepts ◽  
Generic Level ◽  
Agent Based ◽  
Information And Communication

To simulate the value generated by information and communication technologies, there is a need to design a suitable model. This article focuses on the little-used technology of ontologies, particularly Business Model Ontologies. Ontologies allow the representation of very abstract concepts, such as Business Models. The concept consists of four pillars, one of which, the “customer interface” is related to Customer Relationship Management (CRM). This paper proposes a modeling approach and a generic CRM model for the simulation of the value generated by information and communication technologies. The model must have a sufficient level of accuracy to achieve meaningful and helpful results, while maintaining a sufficiently generic level of abstraction to allow rapid implementation.

scholarly journals Digital transformation of the world market of aviation services

E-Management ◽  
2020 ◽  
Vol 3 (2) ◽  
pp. 70-76
Author(s):  
F. Baykov
Keyword(s):  
Organizational Context ◽  
Business Models ◽  
Business Processes ◽  
World Market ◽  
Digital Transformation ◽  
Customer Relationship ◽  
Modern World ◽  
Digital Platforms ◽  
Corporate Strategies ◽  
Wide Range

The article is devoted to the analysis of the key effects of digital transformation for the development of the modern world market of aviation services. The long-term international competitiveness of airlines will be determined by the use of a wide range of revolutionary technologies, new service delivery models, as well as the degree of “digitization” of key business processes.It has been established that the intensive development of the global passenger air transportation market is due to both demographic trends and the emergence of new generations of consumers. At the same time, the basic competitive advantage for airlines will be the degree of their digital maturity and the possibility of their investments in a personalized travel experience based on the use of new digital technologies. In this regard, relations between airlines and external contractors will be built in a new organizational context, as airlines will strive to provide greater flexibility for their business models.The digital transformation for airlines will mainly relate to the revision of the customer relationship system, emphasis on the “digital consumer”, and this trend will be strengthened by global digital platforms and online aggregators in the field of tourism. Comprehensive digital transformation projects are becoming increasingly important in corporate strategies of airlines. These projects, in particular, concern specialized innovative services, for example, air travel by subscription, creation of specialized corporate venture capital funds, conclusion of contracts of hybrid types.The study found that digital transformation in the global aviation services market is subject to many exogenous shocks, in particular, national law regulations that cannot adapt quickly after changes in the market. The main problem limiting the digital transformation of the industry remains the regulatory differences in countries regarding the requirements of confidentiality and data security.

scholarly journals Sistem Informasi Pemasaran dengan Penerapan CRM (Customer Relationship Management) Berbasis Website menggunakan Metode Waterfall dan Agile

2020 ◽  
Vol 5 (4) ◽  
pp. 346
Author(s):  
Johar Saputra Irsandi ◽  
Iskandar Fitri ◽  
Novi Dian Nathasia
Keyword(s):  
Information Systems ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Product Information ◽  
Relationship Management ◽  
Customer Relationship ◽  
Target Market ◽  
Application Development ◽  
The Future ◽  
Marketing Information

Bella Frame ART shop is a business shop that is engaged in selling paintings, calligraphy, and frames. Until now, the promotion method still uses brochures, posters, and pamphlets, so shop owners need a lot of money to convey information to a broad target market. Storing the results of feedback, or messages from customers is also needed, in order to assist the store in making decisions in product marketing and customer service in the future. With the application of CRM in the website-based marketing information system at the Bella Frame ART Shop, data storage can be stored neatly and in detail, and delivery of product information to customers can be done more easily and quickly and is expected to help the store make decisions in marketing products and customer service for the future. In this study, the authors used application development methods, namely the waterfall and agile methods. Web-based information systems with the proposed Customer Relationship Management (CRM) method are systems that meet the needs and have the advantage of being integrated with systems related to marketing information systems. As well as using the waterfall method can help writers in the first stage of application development because testing is carried out after the application has been run while the agile method is used at a later stage so that it can cover deficiencies in the first stage of application development, namely requests for changing needs so that applications can continue to be developed despite requests needs change and application testing can continue at any time so that errors or bugs can be found more easily.Keywords:Information Systems, Customer Relationship Management, Website, Waterfall, Agile.

Service Sector and Antecedents of Marketing Strategies for Emerging Markets

2017 ◽  
pp. 884-907
Author(s):  
Sumesh Singh Dadwal
Keyword(s):  
Emerging Markets ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Sector ◽  
Business Models ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Related Factors ◽  
Local Conditions

Emerging Markets are of huge interest not only to MNCs, but also to many national governments of developed and developing countries. The size and prospectus of opportunities and challenges of entering and promoting any business in general, and particularly services, has led to this special interest in emerging markets. Executives are interested in to know about appropriate strategies for performing better in the emerging markets such as India. To explore into the ways of various right strategic moves that are required to promote services in emerging markets, it is significant to understand the antecedents behind the choice of fitting marketing and servicing strategies. This chapter explores various concepts like customer service quality, services, marketing and brand related factors and customer relationship management and discusses these in global context in general and in Indian context in particular. The literature develops a conceptual framework that links a range of consumer behavior related and marketing concepts with Customer Relationship Management and ultimately with appropriate marketing strategies suitable for the emerging markets. The findings from literature and secondary research indicated that the companies are becoming more CRM oriented and adapting their business models to local conditions to promote their products and services in the emerging markets.

scholarly journals Collaborative Networks: A Pillar of Digital Transformation

2019 ◽  
Vol 9 (24) ◽  
pp. 5431 ◽  
Author(s):  
Luis M. Camarinha-Matos ◽  
Rosanna Fornasiero ◽  
Javaneh Ramezani ◽  
Filipa Ferrada
Keyword(s):  
Information And Communication Technologies ◽  
Business Models ◽  
Industrial Revolution ◽  
Digital Transformation ◽  
Collaborative Networks ◽  
Sustainable Solutions ◽  
New Organizational Forms ◽  
New Business ◽  
Information And Communication ◽  
New Research

The notion of digital transformation encompasses the adoption and integration of a variety of new information and communication technologies for the development of more efficient, flexible, agile, and sustainable solutions for industrial systems. Besides technology, this process also involves new organizational forms and leads to new business models. As such, this work addresses the contribution of collaborative networks to such a transformation. An analysis of the collaborative aspects required in the various dimensions of the 4th industrial revolution is conducted based on a literature survey and experiences gained from several research projects. A mapping between the identified collaboration needs and research results that can be adopted from the collaborative networks area is presented. Furthermore, several new research challenges are identified and briefly characterized.

scholarly journals The role and importance of Smart Systems concept in the Industry 4.0

2020 ◽  
Vol 4 (2) ◽  
Author(s):  
Momčilo Amović ◽  
Vladimir Vujović ◽  
Snježana Milinković
Keyword(s):  
Information And Communication Technologies ◽  
Business Models ◽  
18Th Century ◽  
Transformation Process ◽  
Digital Transformation ◽  
Smart Systems ◽  
Information And Communication ◽  
Smart Agriculture ◽  
Almost All ◽  
Industrial Revolutions

From the 18th century, the Industrial Revolutions led to the creation of a base for the development and progress of civilization and business. Different business models that relied on the new trends defined by the industrial revolutions significantly transformed the ecosystems of companies. This resulted in the accelerated development and entrance into the digital age, followed by the digitization of the environment and establishing a new system of values. Information and communication technologies are the backbone of the development and mapping of the physical domain into cyber-physical, leading to the emergence of new processes, knowledge, and skills that have been established in the context of Digital Transformation and the digital era. The key part of Digital transformation process is the Smart Systems concept, which is present in almost all industries and domains. Smart Agriculture is one of the most common applications of Smart Systems solutions. It aims to answer important questions regarding food production while, at the same time, taking care of the preservation of the environment, the health of the population and global development. In this paper, the key concepts of the digital transformation and smart systems are presented. In addition, the design and development of the GoGrow, commercial solution for smart agriculture is described.

scholarly journals Assessment of the Readiness of Industrial Enterprises for Automation and Digitalization of Business Processes

Electronics ◽  
2021 ◽  
Vol 10 (21) ◽  
pp. 2722
Author(s):  
Irina Krakovskaya ◽  
Julia Korokoshko
Keyword(s):  
Information And Communication Technologies ◽  
Business Models ◽  
Business Processes ◽  
Digital Transformation ◽  
Negative Effects ◽  
Industrial Enterprises ◽  
Degree Of Satisfaction ◽  
Industry Automation ◽  
The Republic ◽  
The Impact

The purpose of this article is to identify the promising areas of digitalization in the work of industrial enterprises at the national and regional level. The study was conducted on the basis of industrial enterprises of the Republic of Mordovia using the methods of a systematic approach, comparative and strategic analysis, mathematical statistics, etc. As a result, we assessed the impact of the digital transformation of the economy on the development of industrial enterprises in Russia and the Republic of Mordovia, changes in the efficiency of enterprises associated with the expansion of the use IT, the degree of satisfaction of enterprises with the use of specific tools of information and communication technologies, etc. Spearman’s rank linear correlation demonstrates positive and negative effects of ICT using the industrial enterprises. The novelty and practical value of the obtained results consists in the fact that confirmed research hypotheses reflect both specific regional factors and systemic nationwide problems of digitalization of the Russian industry, automation of business process, allow us to outline the priority areas of digital transformation of business models not only of the studied enterprises industry of the region, but also the non-resource sector of the industry in general.

Service Sector and Antecedents of Marketing Strategies for Emerging Markets

2017 ◽  
pp. 1-31
Author(s):  
Sumesh Singh Dadwal
Keyword(s):  
Emerging Markets ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Sector ◽  
Business Models ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Related Factors ◽  
Local Conditions

Emerging Markets are of huge interest not only to MNCs, but also to many national governments of developed and developing countries. The size and prospectus of opportunities and challenges of entering and promoting any business in general, and particularly services, has led to this special interest in emerging markets. Executives are interested in to know about appropriate strategies for performing better in the emerging markets such as India. To explore into the ways of various right strategic moves that are required to promote services in emerging markets, it is significant to understand the antecedents behind the choice of fitting marketing and servicing strategies. This chapter explores various concepts like customer service quality, services, marketing and brand related factors and customer relationship management and discusses these in global context in general and in Indian context in particular. The literature develops a conceptual framework that links a range of consumer behavior related and marketing concepts with Customer Relationship Management and ultimately with appropriate marketing strategies suitable for the emerging markets. The findings from literature and secondary research indicated that the companies are becoming more CRM oriented and adapting their business models to local conditions to promote their products and services in the emerging markets.

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