Zero Customer Defection

AI-oriented CRM has a bright future in business transformation. We're living in the age of the customer. Due to the proliferation of data, customers are more informed than ever. Armed with empowerment, customers are demanding that customer experience be put on a pedestal. According to research by Walker, customer experience is slated to overtake price and product as the key brand differentiator by the end of 2020. Quality is a buzz word. In this sharp, opportunistic, and calculating world, one can survive only if it is having not only good quality but a unique quality. As it is very well explained by Darwin that the mantra for success is “survival of fittest.” Every organization has its own procedure of achieving its best quality and to sustain in this tough world. This chapter will not only discuss about the zero customer defection but also emphasize on the issues, problems, and trends of artificial intelligence in CRM and in turn zero customer defection.

Digital business roadmap webinar: Exploring creative digital business idea

In facing the industrial era 4.0, college graduates in information and computer science are required to adapt to the developments and needs of current industrial technology. The link and match between the world of education and industry is the key to optimizing the absorption of skilled labor. To answer these challenges, the Information systems undergraduate study program at Institut Teknologi Telkom Purwokerto, SUHU, and T-Lab held a Webinar Series "Link & Match of Information Technology between Academics and Industrial Needs" with the topic of Digital Business Roadmap: Exploring creative digital business ideas. This webinar activity is carried out using a mentoring method as well as sharing new knowledge with participants about Digital Business Transformation and how to explore creative digital business ideas. The result is that participants can understand digital business transformation and then explore creative digital business ideas to be developed in a business proposal.

Impact of Digital Technologies on Business Performance in Serbia

Research Question: The main goal of the study was to investigate the degree to which Serbian businesses accept and use digital technologies as part of the digital business transformation process. Motivation: The main aim was to research the specific determinants of the digital economy, digital technology and digital business transformation. Through an empirical analysis, digital technologies were classified as primary and secondary and the motive was to examine whether digital technologies affect revenue growth, productivity improvement, increase in market share, customer satisfaction and employee satisfaction, reduction in operating costs, development and use of digital products, digital market expansion and digital platform development. Idea: The main idea behind the study was to determine to what extent the said technologies are employed in Serbian businesses, as well as to develop a model of the impact of digital technologies on business performance, which may serve as a basis for further research. Data: The research was conducted from October 2020 to March 2021. A questionnaire was sent to over 500 email addresses of Serbian companies, and 98 questionnaires were filled in and duly returned. We displayed the most important characteristics of our sample and that way pointed out its randomness and representativeness and explained the choice of data analytics methods we use. Tools: The research instrument was a questionnaire including the general information (Part I). Part II included the question regarding the primary and secondary digital technologies used in their daily business activities. In Part III, the participants were required to state the specific outcomes their company expects to obtain as a result of digital business transformation. Findings: Mobile technologies, social networks and cloud computing were found to be dominantly employed technologies by the Serbian businesses from the sample. In percentage terms, the second class of disruptive technologies was shown to be insignificantly present in the Serbian companies. Finally, it appears that the role and importance of robotics and artificial intelligence have started to be recognised on the business scene. There is a significant impact of digital technologies on business performances, and we also give correlations between specific digital technologies and business performances, and intensity and statistical significance of impact in each case. We have also determined that some significant technologies make a latent, indirect impact on performances and shown the way that occurs. The analysis is performed after standardizing the ordinal scale values of variables making the results more accurate. Contribution: The paper provides the state of affairs regarding digital technologies use by Serbian businesses, as well as that of digital business transformation.

The Selection and Training Framework for Managers in Business Innovation and Transformation Projects

The riskiest factor in transforming a traditional Business Environment (BE) into an innovative and business lean oriented BE is the role of the business and (e-)Business Transformation Manager (BTM). The basic profile of such a BTM has not been sufficiently investigated in a holistic and educational manner. The characteristics of a suitable BTM profile is the main goal of the author's selection and training framework (STF) research project; that started in the year 2010. In this research paper, the author tries to prove that the STF research methodology, design and prototype (STF_RMDP) can be applied in a "real world case"; that is in fact the final phase. This final phase is labelled the "STF research empirical model". This whole research is a part of the author's doctorate in business administration. The STF_RMDP results define the optimal BTM profile who has to cope with complex business transformation projects (BTP). These BTPs need a specific set of skills, especially for the final and the very difficult implementation phase (Trad, Kalpic, IMRA, 2013-an award winning paper). The BTP's implementation phase is the major cause of high failure rates. The BTMs' needed hands-on skills; these skills should encompass: 1) knowledge of business process and services (BPs) technologies, 2) automated real-time business environments, 3) project management, 4) knowledge integration, 5) organizational behaviour, 6) management sciences methodologies 7) enterprise application integration and other concrete BTP implementation phase know-how artefacts. Therefore the researcher recommends the technocrats profile (Fahroomand, 2004) as a "base profile" for such BTPs; that need to be complemented with crossfunctional skills (Trad, Kalpic, ITI, 2013). More specifically, this research focuses on the influence of the BTMs' hands-on business architecture experience, background and education, on managing complex BTP implementations. Where such transformations integrate avant-garde innovation, knowledge and technology. “We know that those organizations that are consistently successful at managing innovation-related changes outperform their peers in terms of growth and financial performance” (Tidd, 2006). The author has based his research model on the main fact that only around 12% of business organizations successfully manage innovation-related business transformations initiatives. Therefore, there is an important need for a dynamic and automated way of selecting and training future BTMs. BTMs who would be capable of implementing such complex BP based systems (Tidd, Bessant, 2009). Where STF_RMDP is the empirical model with which the author wants to prove that future BTMs can be selected to successfully build or reengineer various electronic and lean BE (ELBE) components. The empirical model will contain a real world prototype and surveys that will generate the need data sets the qualitative research approach.

How to manage labor protection in modern conditions: expert opinion

In October, the All-Russian public organization Delovaya Rossiya hosted events dedicated to labor protection issues: the round table “Labor protection in retail and chain companies” and “The role of engineers and technical experts in ESG business transformation: ecology and labor protection”. The meeting participants discussed the role of environmental engineers and labor protection specialists in the ESG transformation of companies, the specifics of building an OSH management system in companies with a wide branch network, exchanged experience on the implementation of modern technologies and adaptation of the OSH system, taking into account innovations in Section X of the Labor Code RF.