scholarly journals Detecting success factors of electronic customer relationship management (e_CRM) system to establish an appropriate model in police call centre of Iran

2012 ◽  
Vol 2 (1) ◽  
pp. 339-350 ◽  
Author(s):  
Ahmad Ali Yazdanpanah ◽  
Hossein Gazor
Keyword(s):  
Customer Relationship Management ◽  
Success Factors ◽  
Relationship Management ◽  
Customer Relationship ◽  
Call Centre

scholarly journals Marketing technologies of customer relationship management: digital ecosystems

2022 ◽  
pp. 31-38
Author(s):  
G. V. Butkovskayakaya ◽  
E. V. Sumarokova
Keyword(s):  
Customer Relationship Management ◽  
Success Factors ◽  
Relationship Management ◽  
Customer Relationship ◽  
Digital Environment ◽  
Research Issues ◽  
Digital Ecosystems ◽  
Customer Expectations ◽  
Key Success Factors ◽  
Research Findings

Digital technologies are changing customer expectations and reshaping the boundaries of industry markets forming ecosystems. At the same time, ecosystems are built on customer needs and go beyond a simple partnership between players from different industries to bring together digitally available services or products, providing an end-to-end experience for consumers. The article summarises research findings in the field of digital marketing and digital ecosystems. Theoretical and research issues of changes in marketing techniques for customer relationship management in the digital environment have been reviewed. The experience of the world’s leading ecosystems has been systematised, the main archetypes of digital ecosystems and key success factors have been highlighted. 

Electronic Customer Relationship Management in Tourism

2020 ◽  
pp. 273-294
Author(s):  
Cenk Murat Koçoğlu ◽  
Merve Yıldırım Kalem
Keyword(s):  
Information System ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Success Factors ◽  
Relationship Management ◽  
Customer Relationship ◽  
Competitive Environment

Tourism companies, like other companies producing goods and/or services, practice different strategies to achieve competitive advantage and satisfy the needs and wants of customers/guests. The most important recent strategy is electronic customer relationship management (e-CRM). In today's competitive environment, a successfully implemented e-CRM enhances a customer centric culture that is key to tourism growth and competitive advantage. For tourism companies, e-CRM succeeds only if it is totally integrated strategically and operationally in the business and in the information system of the company. This chapter focuses on e-CRM concept, its importance in tourism, dimensions of e-CRM, major challenges of e-CRM and its opportunities for companies, its implementation in tourism, e-CRM Technologies used in tourism, e-CRM success factors, and the reasons of e-CRM failures.

scholarly journals Critical Success Factors in Customer Relationship Management Strategy in the Local Government Authorities in Zimbabwe

2019 ◽  
Vol 11 (4) ◽  
pp. 99
Author(s):  
Douglas Chiguvi ◽  
Ruramayi Tadu ◽  
Zenzo Dube
Keyword(s):  
Local Government ◽  
Customer Relationship Management ◽  
Management Strategy ◽  
Critical Success Factors ◽  
Success Factors ◽  
Statistical Tests ◽  
Relationship Management ◽  
Customer Relationship ◽  
Research Approach ◽  
Critical Success

The aim of the study was to identify critical success factors in customer relationship management strategy success in the local government authorities in Zimbabwe. A thorough abridgment of the literature was conducted, mainly to understand the nature and structure of local government authorities in Zimbabwe as well as to identify critical success factors in CRM strategy success. A Meta-analysis methodology was employed and explanatory research approach was adopted by means of a survey strategy. 197 questionnaires have been collected from twenty-one local government authorities in Zimbabwe. The findings of the study revealed that all of the ten critical success factors are significant and positively linked to CRM strategy success. Furthermore, the statistical tests show that success and failure of CRM strategy success are highly dependent on four major critical success factors including Implementation Approach, Change Management, Metrics and Implementation Strategy. However, process design and Buy-in Approach and Adoption have low significance impact in CRM strategy success in local government authorities in Zimbabwe. The results of the data analysis led to the creation of a framework which outlines the critical success factors in CRM strategy success in local government authorities in Zimbabwe and the CRM implementation Index which need to be followed before implementing the CRM strategy. This study has clearly indicated that customer relationship management forms a powerful strategy that local government authorities should apply to manage long-term relationships with their key stakeholders.

A Success Framework to Investigate Critical Factors Associated with Implementation of Customer Relationship Management

2013 ◽  
pp. 133-152
Author(s):  
Abbas Keramati ◽  
Mohamad Sadegh Sangari
Keyword(s):  
Customer Relationship Management ◽  
Success Factors ◽  
Assessment Tool ◽  
Relationship Management ◽  
Customer Relationship ◽  
Successful Implementation ◽  
Valuable Insight ◽  
Critical Factors ◽  
Critical Success ◽  
Network Process

This paper suggests a novel success framework for customer relationship management (CRM) based on a conceptual implementation model to identify associated critical factors and their contribution to overall success/failure. Fuzzy analytic network process (FANP) is applied to identify the relative importance of each factor in successful implementation of each stage and the CRM initiative as a unified process. The results illustrate that CRM goals, change management, customer knowledge management, and top management support are the most critical factors for successful implementation of CRM projects within Iranian business contexts. The proposed success framework provides valuable insight into the CRM implementation process and its critical success factors (CSFs). It can be applied as a practical assessment tool that provides a pre-evaluation of the overall success of the CRM implementation project and identifies areas of weakness that negatively affect successful implementation of each stage of CRM initiative.

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