scholarly journals WHAT CAN BUSINESS MODEL INNOVATION BRING TO TRANSPORT SERVICE OPERATIONS IN A CONTEXT OF INCREASING LIBERALIZATION

2016 ◽  
Author(s):  
José María Mateu Céspedes
Keyword(s):  
Business Model ◽  
Customer Relationship Management ◽  
Service Operations ◽  
Business Model Innovation ◽  
Customer Relationship ◽  
Transport Service ◽  
Balanced Development ◽  
Market Creation ◽  
Market Opening ◽  
Transport Services

Transport services continue to be liberalized across the entire European Union, although at differing speeds in each Member State. This momentum is expected to continue in the coming years. Against this background, attention to new dimensions of transport services becomes imperative. The focus, which has so far centred on managing infrastructure, must now shift to lesser explored areas, like product innovation and customer relationship management. The efficiency and competitiveness of new private operators will depend to a large extent on achieving a balanced development of the three aforementioned areas, as well as paying particular attention to their inherent logic, in order to build a strong value proposition. Business model innovation emerged in the field of strategic management yet goes beyond the traditional framework of competition 'for the market' and 'in the market', opening a wider and more promising space, i.e. the market creation framework. The goal is no longer to discover and exploit opportunities, but to create new opportunities and generate new market spaces.DOI: http://dx.doi.org/10.4995/CIT2016.2016.3673

scholarly journals Penerapan Zachman Framework dalam Merancang Customer Relationship Management pada Bank Perkreditan Rakyat

SISFOTENIKA ◽  
2018 ◽  
Vol 8 (1) ◽  
pp. 93
Author(s):  
I Dewa Ayu Eka Yuliani
Keyword(s):  
Business Model ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Zachman Framework

<p>Penggunaan Zachman Framework sebagai arsitektur dalam merancang customer relationship management bertujuan untuk menggambarkan arsitektur organisasi secara umum dan menguraikannya sebagai sistem informasi perusahaan yang lebih kompleks. Pada penelitian ini Zachman Framework digunakan untuk membangun rancangan arsitektur dari Customer Relationship Management pada BPR Tamara Dana Khatulistiwa. Matriks dari Zachman Framework yang digunakan adalah ukuran 3 x 5 dimana setiap kolom mempresentasikan data, proses dan jaringan yang menjelaskan pengertian dan berkenaan dengan hal signifikan dari perusahaan, tentang informasi apa yang akan ditangani, sedangkan setiap baris mempresentasikan scope description, model of the business, model of the information sistem, technology model, dan technology definiton. Hasil dari penerapan Zachman Framework untuk merancang CRM adalah peningkatan layanan terhadap nasabah dengan membuat desain sistem, yang dimodelkan dengan menggunakan diagram UML, dan rancangan aplikasi CRM berbasis website yang memiliki fasilitas untuk mengelola data nasabah, tampilan produk perbankan, forum antara nasabah dengan CSO, dan menampilan Frequently Ask Question (FAQ).</p><p>Kata kunci—Arsitekur Sistem Informasi Perusahaan, Zachman Framework, CRM</p>

Customer Relationship Management in Service Mediary-Driven Mobile Services

2011 ◽  
pp. 67-86
Author(s):  
Timo Saarinen ◽  
Jukka Kallio ◽  
Markku Tinnila ◽  
Jarkko Vesa
Keyword(s):  
Business Model ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Critical Elements ◽  
The Future ◽  
Specialized Service

In this chapter we introduce the concept of Service Mediary, which provides a conceptual and technical platform for electronic services. Our analysis shows that it pays off to outsource customer relationship management in electronic channels to a specialized service provider. The I-mode case study demonstrates clearly the benefits this kind of cooperation offers to content and service providers. Especially the built-in billing and revenue sharing logic are critical elements to I-mode’s success story. Even more encouraging are the benefits of collaboration to customers, who will enjoy the fruits of the new networked e-business economy. A Service Mediary is in a position to understand the customer requirements and building a service offering which optimally matches those requirements. In the multi-channel business environment of tomorrow, no single company can develop cost efficiently all required services for every channel. The future belongs to specialized, closely cooperating companies, which can offer superior customer experience at a competitive price. A Service Mediary like NTT DoCoMo with its I-mode service can offer a true win-win-win business model: service providers, customers and the Service Mediary all win in this game. Based on the analysis of the I-mode case, we can conclude that Service Mediary as a business model has a great potential in the future.

Business model innovation and growth of manufacturing SMEs: a social exchange perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiawen Chen ◽  
Linlin Liu ◽  
Yong Wang
Keyword(s):  
Business Model ◽  
Social Exchange ◽  
Structural Equation ◽  
Firm Growth ◽  
Structural Changes ◽  
Resource Constraints ◽  
Business Model Innovation ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Content Type

PurposeThis study investigates business model innovation in small- and medium-sized manufacturing enterprises (SMEs) and its impact on firm growth.Design/methodology/approachThe study was based on analyzing data collected through a questionnaire survey. Structural equation modeling was applied to test the hypotheses.FindingsBusiness model innovation has a positive effect on SME growth in the manufacturing sectors. Moreover, growth is also achieved through the indirect effect of business model innovation on customer trust and commitment.Practical implicationsManagers will benefit from understanding how business model innovation can help their companies to overcome resource constraints and achieve sustained growth. When manufacturing SMEs engage in modular or structural changes to their business model, they may find it worthwhile to focus on maintaining a relationship of trust and commitment with their customers.Originality/valueThis study highlights business model innovation as a unique and important, yet underexplored, factor in manufacturing SME growth. The findings also untangle the complex processes of customer relationship management by which business model innovation improves manufacturing competitive advantage for SMEs.

scholarly journals Digitalization as an enabler of business model dynamics

2020 ◽  
Author(s):  
Mariana Tesařová ◽  
Aleš Krmela ◽  
Iveta Šimberová
Keyword(s):  
Business Model ◽  
Customer Relationship Management ◽  
Management System ◽  
Research Question ◽  
Dynamic Change ◽  
Relationship Management ◽  
Customer Relationship ◽  
Manufacturing Companies ◽  
Focal Company ◽  
The Impact

The purpose of the article is to answer a research question related to the extent of the impact of digitalization on a business model (BM) of a focal company. An original primary, qualitative research has been conducted. It draws on multiple, in-depth case studies on a globally active B2B incumbent manufacturing companies that recently implemented a digital platform-based customer relationship management system. The data were gathered through participative observation and semi-structured interviews with system users and project leaders. The contribution of the research is in linking the business model dynamic change with a customer relationship management system (CRMS). It identifies the element HOW – value creation – as the mainly affected element of BM of the focal company.

Sign in / Sign up

Export Citation Format

Share Document