Customer Care
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Boris Kontsevoi ◽  

The paper examines the principles of the Predictive Software Engineering (PSE) framework. The authors examine how PSE enables custom software development companies to offer transparent services and products while staying within the intended budget and a guaranteed budget. The paper will cover all 7 principles of PSE: (1) Meaningful Customer Care, (2) Transparent End-to-End Control, (3) Proven Productivity, (4) Efficient Distributed Teams, (5) Disciplined Agile Delivery Process, (6) Measurable Quality Management and Technical Debt Reduction, and (7) Sound Human Development.

2022 ◽  
pp. 92-114
Shailja Dixit

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.

Ayooluwa Femi Aribisala ◽  
Musa Mohammed

Energy consumers in Nigeria have long complained about Distribution Companies' unfair billing practices, exorbitant monthly electricity bills resulting from meter estimation rather than accurate meter reading and calculation based on uninterrupted electricity use. The objectives of the study were to establish the relationship between the prepaid metering system and customer satisfaction; and to evaluate the level of satisfaction with respect to the usage of the prepaid metering system in Niger State, Nigeria. In carrying out the study, the structured questionnaire was administered to 393 randomly chosen respondents drawn from prepaid meter users, out of which 344 responded generating a response rate of 87.5%. The data derived were subjected to spearman correlation and multiple regression models. The major findings from the study showed a significant, moderate and positive relationship between the prepaid metering system and customer satisfaction. Additionally, three significant predictors, Affordability, Availability and Flexibility with p < .01 are statistically significant. Further findings from descriptive statistics revealed that users had the highest level of satisfaction with the privacy they had as a result of no meter readers and no accumulated. The study concluded that there exist a positive and beneficial link between the prepaid metering system and customer satisfaction. The study therefore recommends the provision of a smart metering system, good customer care units and a marketing campaign for better knowledge of the prepaid metering system.

Aman Agarwal ◽  
Shilpa Parkhi

Consumer convenience and access are improved through E-pharmacy. This will mostly benefit chronic old patients living in nuclear families, as well as people who are unable to travel to a pharmacy. E-pharmacy also offers competitive prices, making drugs more affordable to those who are less well-off. Consumers in India focused on staying indoors after the COVID-19 lockdown was announced, which forced people to go digital, whether to pay bills or contact doctors. There are no exceptions when it comes to e-pharmacies. Brick-and-mortar pharmacies' home delivery of medicines has also increased. The aim of this paper is to discover and experimentally validate the many characteristics that influence customer acceptance, usage, and intent to suggest E-pharmacy for pharmaceutical purchases. This paper also aims to identify the factors that influence customers on choosing between the various e-pharmacies (PharmEasy, Tata 1mg, Net Meds,                             Apollo 24x7) providing their service in the market. For this research, the information from 106 respondents was collected and it was found that factors like ease of buying, discounts, user experience, customer care, and availability of the medicines/healthcare products influences their buying behaviour.

2021 ◽  
Vol 4 (4) ◽  
pp. 68-81
Glory S.E. ◽  
Idorenyin U.E. ◽  
Edim E.J. ◽  
Sarah E.

This study centered on the effect of relationship marketing on customer retention in the telecommunications industry. It was conducted to assess the effects of customer care, communication, trust-building and service quality on customer retention in the telecommunications context. The study adopted survey research design. A structured questionnaire was used to obtain primary data from 198 customers of MTN Nigeria Plc and Globacom Nigeria Plc in Calabar. The data were analyzed and interpreted using descriptive statistics, while the hypotheses developed for the study were tested using multiple linear regression. Consequently, the findings of the study revealed that customer care, communication, trust building and service quality had significant positive effects on customer retention of telecommunication firms in Calabar. Therefore, the study recommended that: telecommunications companies should strengthen their customer care capability by using trained service professionals to elicit and promptly resolve customers enquiries and complaints; telecommunications companies should improve communications with customers by opening up more channels such as phone calls, direct messaging, social media and email through which information can be transmitted to subscribers to enhance informed patronage decisions; and it is imperative for telecommunications companies to consolidate customers’ trust in their delivery capabilities by demonstrating through effective service delivery that they are capable of satisfactorily meeting the service needs of subscribers.

2021 ◽  
Vol 2 ◽  
pp. 81-87
Eva Rakovská

Today, businesses depend strongly on data and the opinion of customers or the experience of managers or experts. The large databases contain non-heterogeneous data, which is the ground for further decisions. Business uses multicriterial decisions in more areas (e.g., customer care, marketing, product development, risk management, HR, etc.) and often it is based on assessment. One of the assessment methods is the ranking, which can be done by crisp values of data where the sharp borders between evaluated entities do not give the adequate ranking result. On the other hand, the ranking process is based on the qualitative assessment, which has linguistic expression. It is more familiar and understandable for people. The article shows how to treat non-heterogeneous data to prepare them for a ranking process using fuzzy sets theory. The article aims at offering several types of ranking methods based on different inputs and preferences of the user and describes appropriate fuzzy aggregations for solving the ranking problem.

2021 ◽  
pp. 119-132
Colin Gilligan ◽  
Robin Lowe ◽  
Peter Cattee

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Niamh Murtagh ◽  
Alice M. Owen ◽  
Kate Simpson

PurposeTo improve building performance and meet statutory carbon reduction targets, a radical transformation of existing UK building stock is needed. Much previous research on building performance has focussed on large-scale construction. However, retrofit of existing housing stock – which will contribute the majority of the requisite efficiency improvement – is carried out by practitioners in the repair–maintain–improve (RMI) subsector. These practitioners are the sole traders and micro-firms who constitute two-fifths of employment in the construction sector. The study aims to examine the factors influencing these practitioners in RMI work to understand how better to engage them with improved building performance.Design/methodology/approachA total of 31 semi-structured interviews were conducted with RMI professionals from around the UK and analysed using template analysis.FindingsThe analysis identified capabilities of the practitioners who influence building performance, including knowledge and co-ordination of people and resources; opportunities including state action and customer demand; and motivations including pride in work, customer care and satisfaction, maintaining a viable business and working relationships.Research limitations/implicationsThe participants were a small, mixed group in terms of firm size and specialisation. The qualitative approach adopted provided detailed insights but does not make claims for statistical generalisability or representativeness of the findings. Future work could look to extend the findings with a statistically representative survey.Practical implicationsFor a successful transition to high standards of building performance, modelling is not enough. Initiatives are needed to address the multiple factors which determine engagement in energy-efficient retrofit: capacities, opportunities and motivations. The desire of RMI practitioners to meet customer expectations could be used to develop pragmatic building performance evaluation, guided by householder satisfaction criteria.Originality/valueThe study examined the attitudes and experiences of an under-researched sector who are essential to the delivery of improved building performance. This study makes a novel contribution by applying an established psychological model of behaviour change, the capability, opportunity, motivation – behaviour model, for the first time in this domain.

Meenakshi Sood ◽  
Arun Aggarwal ◽  
Sahil Gupta ◽  
Sanjay Rastogi

Customer relationship management is important for any service industry as a satisfied customer is likely to remain loyal, spread publicity thereby ensuring profits to the organizations. Healthcare is an important and fast-growing service industry in which patient is the customer and maintaining good relationship with them is highly profitable. Good customer relationship comes from an understanding of patients’ expectations and what factors lead to patient satisfaction. WHO in its report in 2000 introduced the Concept-Responsiveness, which deals with ‘meeting the universal, legitimate expectations of the patients. This study identifies factors related to patients’ expectations, satisfaction and hence good customer relations in Indian health system. Structural equation modelling was used to measure the influence of the factors suggested. The results show significant influence of patient’s expectations on customer relationship.

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