scholarly journals Customers’ Perception towards CRM Practices in reference to Organized Retail in India

2021 ◽  
Vol 2 (4) ◽  
Author(s):  
Sulabh Agarwal ◽  
Shekhar Srivastava
Keyword(s):  
Customer Service ◽  
Management Practices ◽  
Radical Change ◽  
Business Environment ◽  
Customer Relationship ◽  
Statistical Tool ◽  
Customer Perception ◽  
Retail Business ◽  
Depth Analysis ◽  
Key Drivers

Retailing being one of the fastest growing sectors is facing tremendous competition from domestic as well as foreign players. Customer retention is an area of serious concern for online as well as offline retailers in the Indian economy, driving players in the Indian business scenario to bring radical change in their CRM practices which affects their customers perception. Retailers are highly concerned in identifying the key drivers of service execution that model customer shopping satisfaction and enhance loyalty. Customer satisfaction & loyalty is an outcome of sound customer relationship management practices. Thus, to ensure the prolong survival in the highly aggressive retail business environment customer centric approach is hour’s need. This paper critically analyses Customer’s perception towards CRM practices with reference to organized retail in India. Major parameters such as reliability, product attributes, customer service, convenience and ambience are identified to evaluate the customer perception towards CRM practices. The relevance of each parameter is analyzed with special reference to both the formats of organized retailing i.e., online & offline. For in-depth analysis of each parameter in both the formats of retail, they are further divided into sub-parameters. A survey is conducted for collecting data about customers perception towards these parameters. A statistical tool two-way ANOVA is used to analyze the variation in customer perception between online and offline retail. Based on analysis and major findings of research a conceptual model is also being proposed to get a pictorial view of how these parameters are affecting customers perception towards online & offline retail.

The Impact of Customer Relationship Management and its Significant Relationship to Customers’ Satisfaction in Cooperative Banking (A Case Study of Kangra Central Co-operative Bank)

2017 ◽  
Vol 9 (2) ◽  
pp. 59 ◽  
Author(s):  
Manvinder Singh Tandon ◽  
Narender Nath Sharma ◽  
Vipan Kumar Bhulal
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Traditional Method ◽  
Customer Relations ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Business Organization ◽  
The Impact

Customer relationship management is the durable and the most effective approach in maintaining and creating relationship with customers. Once this personal and emotional relationship is built, it is very easy for any organization to identify the actual needs of customer and help them to serve them in a better way. Business organization would not flourish until and unless their customers are happy; this is the reason, why Customer Relationship Management (CRM) is so important? In the present competitive business environment attracting and retaining customers is a challenging task for business organization. To grow, businesses do any only need to attract new customers but also to hold on to existing customers. CRM facilitates organization not only to gain customers but also to retain them. It focuses on improving sales and productivity by effectively catering to customer demands, queries and complaints. Though the traditional method of maintaining good customer relations is still being used yet the importance of CRM cannot be neglected. The more effectively a business can use information about its customer to meet their needs the more profitable it would be for the organization. Companies can provide excellent customer service if they are aware about their customers’ needs and react to those needs effectively. CRM helps you to understand, anticipate and respond to your customers’ needs and react in a consistent way. The paper analyses how organization use CRM as a technique to gain business distinction.

scholarly journals What Drives Differences in Management Practices?

2019 ◽  
Vol 109 (5) ◽  
pp. 1648-1683 ◽  
Author(s):  
Nicholas Bloom ◽  
Erik Brynjolfsson ◽  
Lucia Foster ◽  
Ron Jarmin ◽  
Megha Patnaik ◽  
...  
Keyword(s):  
Human Capital ◽  
Management Practices ◽  
Business Environment ◽  
Census Bureau ◽  
Manufacturing Plants ◽  
Right To Work ◽  
The Us ◽  
Key Drivers ◽  
Firm Management ◽  
Us Census

Partnering with the US Census Bureau, we implement a new survey of “structured” management practices in two waves of 35,000 manufacturing plants in 2010 and 2015. We find an enormous dispersion of management practices across plants, with 40 percent of this variation across plants within the same firm. Management practices account for more than 20 percent of the variation in productivity, a similar, or greater, percentage as that accounted for by R&D, ICT, or human capital. We find evidence of two key drivers to improve management. The business environment, as measured by right-to-work laws, boosts incentive management practices. Learning spillovers, as measured by the arrival of large “Million Dollar Plants” in the county, increases the management scores of incumbents. (JEL D22, D24, L25, L60, M11, M50)

Modelling eCRM Systems with the Unified Modelling Language

2011 ◽  
pp. 667-677
Author(s):  
Calin Gurau
Keyword(s):  
Electronic Commerce ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationships ◽  
Customer Equity ◽  
Customer Relationship ◽  
Advanced Technology ◽  
Modelling Language

Electronic commerce requires the redefinition of the firm’s relationships with partners, suppliers, and customers. The goal of effective Customer Relationship Management (CRM) practice is to increase the firm’s customer equity, which is defined by the quality, quantity, and duration of customer relationships (Fjermestad & Romano, 2003). The proliferation of electronic devices in the business environment has determined the companies to implement electronic customer relationship management (eCRM) systems, which are using advanced technology to enhance customer relationship management practices.

scholarly journals Business Models and Modern Instruments for Improving the Efficiency of Retail Trade Enterprises

2021 ◽  
Vol 3 (518) ◽  
pp. 207-212
Author(s):  
N. O. Ivanchenko ◽  
◽  
O. S. Podskrebko ◽  
V. M. Mazur ◽  
◽  
...  
Keyword(s):  
Customer Service ◽  
Business Model ◽  
Business Models ◽  
Model Development ◽  
Business Environment ◽  
Retail Trade ◽  
Current Status ◽  
Retail Business ◽  
New Business ◽  
Main Components

The article is aimed at examining the main components of retail business models, to determine the probable directions in which these models can develop, as well as identifying the factors and tendencies that form the business models used by retail trade enterprises. The current status of retail trade, innovations and changes to the business models of evolutionary nature are analyzed. The need to implement new solutions for store formats, cooperation of distribution channels, changes in the range of products and services offered, as well as the use of machine learning for effective management of retail business is substantiated. Based on observations on the activities of modern retail enterprises, it can be stated that changes that occur in the business environment lead to the need to find and implement effective ways to gain competitive advantages through the use of new business models. The article consistently covers the nature and components of the retail business model, business model development issues, analysis of both external and internal factors that determine changes in business models, as well as defines trends and examples of innovative solutions in the formation of models for retail trade business. It is concluded that in the changing conditions of today, retailers need to constantly modify the business models used and improve the processes associated with the implementation of basic business functions, such as procurement, warehousing, sales and customer service.

Customer Relationship Management Practices and Impact on Customer Satisfaction of Delivering

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
K. Balaji Mathimaran ◽  
A. Ananda Kumar
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chi Square ◽  
Customer Perception ◽  
Descriptive Research ◽  
Factors Influencing

The purpose of this study was to examine the various facts of CRM (Customer Relationship Management practices adopted by Manatec in Puducherry. The research design in this study will consist of descriptive research whereby different aspects with regards to CRM in the Manatec have been extracted from existing studies and tested on a sample of customers. This study examined the demographic profile of customers, customer awareness of CRM policies, customer perception on CRM practices, factors influencing CRM practices and role of E-CRM measures of Manatec in customer satisfaction. This study utilized 52 samples in various parts of Puducherry. The data for the study have been collected through a questionnaire. The statistical tools like simple percentage, chi-square, correlation and factor analysis was used in this study. This study revealed that the customer relationship management practices followed in Manatec are satisfactory to the customers.

Electronic Customer Relationship Management (e-CRM) in Jordan

2012 ◽  
Vol 3 (3) ◽  
pp. 36-46 ◽  
Author(s):  
Rawan Khasawneh ◽  
Emad Abu-Shanab
Keyword(s):  
Customer Service ◽  
Communication Technology ◽  
Web Application ◽  
Banking Sector ◽  
Rapid Development ◽  
Business Environment ◽  
Customer Relationship ◽  
Web Browsers ◽  
Information And Communication ◽  
Land Bank

The continuous and rapid development of information and communication technology (ICT) influenced the operations and services provided by the banking sector. Many financial institutions adopted the “customer is king\queen” strategy by changing their business environment, making use of various types of ICT to their relationship with their customers. One of the major new trends is the concept of e-CRM, which defines an improved relationship with customers utilizing the Internet, web browsers, and other web application. E-CRM is making customer service more effective and efficient. This paper aims to gain a better understanding of the application of e-CRM concept and its benefits to both customers and banks utilizing the case of the Egyptian Arab Land Bank in Jordan.

Debt Strategies of Russian Regions

2015 ◽  
pp. 78-93 ◽  
Author(s):  
A. Tabakh ◽  
D. Andreeva
Keyword(s):  
Management Practices ◽  
Debt Management ◽  
Russian Regions ◽  
Key Drivers ◽  
Municipal Debt ◽  
Debt Policy

The article considers debt management practices by Russian regions and municipalities, within a framework set by federal budgetary legislation and practices of state-controlled banks. Key drivers of regional and municipal debt policy are analyzed, and Russian regions are stratified by their debt policy. Current recession is likely to produce higher level of regional debt and changes in its structure, lowering reliance on market funding and decreasing variations in pursued debt policy.

Transportation management in distributed enterprises

1999 ◽  
Vol 18 (3-4) ◽  
pp. 203-212
Author(s):  
Geir Hasle
Keyword(s):  
Information And Communication Technologies ◽  
Customer Service ◽  
Management Practices ◽  
Driving Forces ◽  
Software Tool ◽  
Transportation Management ◽  
Conflicting Objectives ◽  
Information And Communication ◽  
Transportation Logistics ◽  
Distributed Enterprises

The recent trend towards globalisation, with a tendency towards geographical distribution of manufacturing in distributed enterprises, has generally increased the complexity of transportation management. Other driving forces towards higher complexity in transportation logistics are the implementation of Just-In-Time principles, the explosion of Internet trade (including home shopping), a strengthening of environmental concerns, and the implementation of new legislation. Moreover, there is higher emphasis on customer service, timeliness, reactivity, and efficiency in the transportation function. We may safely conclude that there is a need for highly optimised transportation management practices at the strategic, tactical and operational control levels. Today, lack of planning and co-ordination is the cause of excess travel for commercial vehicles, with detrimental effects on economy and the environment. In distributed enterprises, these tasks (if supported at all) typically use isolated IT tools that cannot address the full problem, fail to address important constraints, cannot balance partially conflicting objectives, do not react to dynamics, and, cannot interact with the user in a timely and meaningful way. Recent advances in Information and Communication Technologies have enabled us to remedy these shortcomings. As a point in case, the GreenTrip Esprit project has developed a rapidly re-configurable, generic software tool for optimised transportation management. With GreenTrip as an illustration, this paper will describe state-of-the-art decision-support tools in transportation logistics, their underpinning technologies, and their possible impacts on business.

scholarly journals Development of Market Orientation for Marketing Strategy Formulation

2017 ◽  
Vol 9 (4) ◽  
pp. 54
Author(s):  
Nagasimha Balakrishna Kanagal
Keyword(s):  
Literature Review ◽  
Marketing Strategy ◽  
Market Orientation ◽  
Value Creation ◽  
Business Environment ◽  
Customer Relationship ◽  
Strategy Formulation ◽  
Market Mechanisms ◽  
Develop Market ◽  
Business Purpose

The formulation of marketing strategy is augmented with the firm making efforts to develop market orientation. Market orientation is the ability of the firm to “orient” its marketing strategy to the requirements of the market and continually re-orient its marketing strategy to the changes that occur in the market and business environment. The paper examines the nature of market orientation through literature review and outlines the meaning of the types of strategic thrusts, with specific focus on introducing a new position of competitive advantage called “market mechanisms.” The paper then postulates aspects of enabling reorientation of marketing strategy to keep up with changes in the market and business environment. The paper then extends the understanding of market orientation in extant literature by outlining the details of accommodating the convergence between the business purpose of firm orientation and the business purpose of value creation that encapsulates the firm-customer relationship or the market. An empirical section on certain “orient” aspects is laid out. Implications for marketing strategists are discussed. 

scholarly journals Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues

2021 ◽  
Vol 6 (1) ◽  
Author(s):  
Asbjørn Følstad ◽  
Cameron Taylor
Keyword(s):  
Qualitative Analysis ◽  
Customer Service ◽  
User Experience ◽  
Practical Relevance ◽  
Interaction Patterns ◽  
Case Examples ◽  
Key Drivers ◽  
Future Work ◽  
Practical Implications ◽  
Insight Into

AbstractThe uptake of chatbots for customer service depends on the user experience. For such chatbots, user experience in particular concerns whether the user is provided relevant answers to their queries and the chatbot interaction brings them closer to resolving their problem. Dialogue data from interactions between users and chatbots represents a potentially valuable source of insight into user experience. However, there is a need for knowledge of how to make use of these data. Motivated by this, we present a framework for qualitative analysis of chatbot dialogues in the customer service domain. The framework has been developed across several studies involving two chatbots for customer service, in collaboration with the chatbot hosts. We present the framework and illustrate its application with insights from three case examples. Through the case findings, we show how the framework may provide insight into key drivers of user experience, including response relevance and dialogue helpfulness (Case 1), insight to drive chatbot improvement in practice (Case 2), and insight of theoretical and practical relevance for understanding chatbot user types and interaction patterns (Case 3). On the basis of the findings, we discuss the strengths and limitations of the framework, its theoretical and practical implications, and directions for future work.

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