CRM 2.0 and Mobile CRM

Companies are becoming more focused on customers and on new ways to approach them individually. Mobile technologies and Web 2.0 have been pushing companies to evolve in this area. This research is focused on the way Customer Relationship Management (CRM) systems are used, on a European level, by recruiting companies to assist candidates in finding a satisfactory job. A framework is presented to identify how CRM 2.0 and mCRM (mobile CRM) can help candidates to find jobs in a personalized way. A set of four hypotheses have been defined. To gain a better understanding of these CRM systems, the methodology used in the exploratory study was quantitative, employing a non-probabilistic sampling technique, with 35 recruiting agencies being studied. Results showed that the use of software in recruiting agencies is quite common and that CRM 2.0 is present in the vast majority of the studied companies. When it comes to mobile CRM, there's still much to be explored in this channel, as agencies focus their resources on Web 2.0, leaving this channel's great potential of mobile CRM unused.

CRM 2.0 sebagai Strategi Layanan Rumah Sakit Kelas C terhadap Pasien BPJS –KIS

Latar belakang: Pelayanan asuransi dari pemerintah (JKN) melalui badan penyelenggara BPJS-KIS saat ini merupakan bagian besar rumah sakit yang ada di Indonesia. Meskipun begitu masih banyak peserta BPJS-KIS yang masih belum mengetahui tatacara menggunakan asuransi JKN di rumah sakit. Pihak rumah sakit melalui Customer Relationship Management (CRM) seharusnya bisa memberikan informasi tersebut melalui website atau melalui media social RS. Tujuan: Penelitian ini memberikan usulan model penyampaian informasi melalui model social-CRM sebagai bentuk ikatan antara pasien asuransi pemeritah BPJS-KIS terhadap rumah sakit kelas C di Yogyakarta sebagai rujukan pertama Faskes 1. Method: peneliti mengambil contoh website rumah sakit kelas C di Yogyakarta baik rumah sakit pemerintah, organisasi sosial dan swasta. Dari website rumah sakit tersebut kami menganalisis seberapa besar bentuk informasi tentang asuransi dan service RS terhadap pasien BPJS _KIS. Kami memberikan usulan desain model social-CRM atau CRM-2.0 untuk rumah sakit dengan memasukan informasi BPJS-KIS dalam menu khusus. Dalam model social CRM ini kami memberikan usulan fitur yang mudah di akses peserta/ pasien KIS yang di hubungan dengan social media RS seperti Facebook, twiter instagram dll. Hasil: Bentuk usulan social CRM rumah sakit yang diperuntukan masyarakat pengguna asuransi BPJS –KIS yang dapat diakses melalui social media RS.

The Evolution of CRM from the Perspective of an Emerging Country: Past, Present and Future

From traditional groceries to mobile commerce, marketing has passed through several ages in its history, and so has the relationship between the seller and the customer. The CRM evolution process differs according to the history of different countries. This study offers a perspective on CRM from an emerging country, Turkey, and will demonstrate the stages of customer relationship management (CRM) in that country. In Turkey’s collective culture in the 80s, grocery stores existed with a strong relationship between the seller and the store. The owner was called “uncle grocery” and usually came from the same quarter as the customers. In this era, which we will call “CRM 1.0,” sellers knew their customers well. They knew their needs and the problems they were having in their homes, and they even knew about their family lives. Over time, supermarkets were introduced at the beginning of the 90s, and shopping malls were built after that. We can call this era “CRM 2.0.”These large stores offered products cheap, as they bought them from their suppliers in huge quantities. As a result of the development of technology, it’s now possible to talk about “CRM 3.0,” in which the Internet has become the focus of customers’ shopping lives. This era began in Turkey in the 90s, and online commerce soared in the last decade, paralleling the development of mobile commerce. The evolution of technology continues at a great pace. The next step is said to be the Internet of Things. Maybe in the future we will talk about an evolving customer, from “humans” to “objects”.

CRM 2.0 and Mobile CRM

Companies are becoming more focused on customers and on new ways to approach them individually. Mobile technologies and Web 2.0 have been pushing companies to evolve in this area. This research is focused on the way Customer Relationship Management (CRM) systems are used, on a European level, by recruiting companies to assist candidates in finding a satisfactory job. A framework is presented to identify how CRM 2.0 and mCRM (mobile CRM) can help candidates to find jobs in a personalized way. A set of four hypotheses have been defined. To gain a better understanding of these CRM systems, the methodology used in the exploratory study was quantitative, employing a non-probabilistic sampling technique, with 35 recruiting agencies being studied. Results showed that the use of software in recruiting agencies is quite common and that CRM 2.0 is present in the vast majority of the studied companies. When it comes to mobile CRM, there's still much to be explored in this channel, as agencies focus their resources on Web 2.0, leaving this channel's great potential of mobile CRM unused.

Application of CRM 2.0 in Spanish Public Administration

Public administrations have a fundamental role in developed societies ensuring the citizens' welfare through the provision of important services. Despite its importance, the effects of using IT in administrations has been less studied by the academy in comparison with using it in businesses, so there is an absence of works focused on analyzing which technologies administrations apply and which results they produce. Accordingly, this chapter aims to analyze the practical results that may be encountered in the application of CRM 2.0 in public administrations. For this, firstly, the CRM concept and its application are analyzed, finding that traditional CRM maintains a unidirectional approach of information, with little room for citizen participation. Secondly, to overcome the one-way approach, concept of Web 2.0, based on the collaborative use of the IT, which extends the possibilities of interaction between administrations and citizens is presented. This integration of traditional CRM with Web 2.0 gives rise to the CRM 2.0; its applications are expected to be the opportunity to modernize services and move closer to citizens. However, the literature has not identified the specific effects of applying CRM 2.0 in public administrations. In this sense, the work identifies some practical results of these implementations through exploratory research by applying a Delphi to senior managers of nine Spanish public administrations; this has allowed the authors to identify as principal results an improved productivity, an increased citizen satisfaction, and a better integration of information. Security and organizational issues are the main difficulties.

Application of CRM 2.0 in Spanish Public Administration

Public administrations have a fundamental role in developed societies ensuring the citizens' welfare through the provision of important services. Despite its importance, the effects of using IT in administrations has been less studied by the academy in comparison with using it in businesses, so there is an absence of works focused on analyzing which technologies administrations apply and which results they produce. Accordingly, this chapter aims to analyze the practical results that may be encountered in the application of CRM 2.0 in public administrations. For this, firstly, the CRM concept and its application are analyzed, finding that traditional CRM maintains a unidirectional approach of information, with little room for citizen participation. Secondly, to overcome the one-way approach, concept of Web 2.0, based on the collaborative use of the IT, which extends the possibilities of interaction between administrations and citizens is presented. This integration of traditional CRM with Web 2.0 gives rise to the CRM 2.0; its applications are expected to be the opportunity to modernize services and move closer to citizens. However, the literature has not identified the specific effects of applying CRM 2.0 in public administrations. In this sense, the work identifies some practical results of these implementations through exploratory research by applying a Delphi to senior managers of nine Spanish public administrations; this has allowed the authors to identify as principal results an improved productivity, an increased citizen satisfaction, and a better integration of information. Security and organizational issues are the main difficulties.

Social Media

The purpose of this paper is to provide an understanding of the Web 2.0 phenomenon and social media and its implications on customer relationship management, in order to learn that online communities and social networking are at the core of the enterprise of future or Enterprise 2.0. A range of published articles and books regarding Web 2.0, Enterprise 2.0, CRM 2.0 and social networking are examined and critiqued. A model is proposed to establish the association between Enterprise 2.0 and Information Technology from the perspective of social media. The sources are divided into three basic elements: Web 2.0, Online Social Networking websites and CRM 2.0. If Enterprise 2.0 is the enterprise of future then Social Media is the future of enterprise. Customer engagement and customer value proposition form the core of Enterprise 2.0 and online communities and social media form the corresponding core for knowledge creation and integration of Enterprise 2.0. Social media should affect customer relationship management in organizations. In the knowledge society of the future extended enterprises will become the basis of business rather than the competitive strength of individual enterprises and therefore the need to proactively prepare for it.

Improving CRM 2.0 through Collective Intelligence by Using CBIR Algorithms

CRM 2.0 is a business philosophy whose purpose is to involve the customer in the business in order to provide value of mutual benefit. CRM is supported by two main elements: a technological platform and social features; in this chapter both elements are covered. An overview of different Content Based Images Retrieval (CBIR) algorithms, with the aim to develop Web 2.0 applications for improving CRM 2.0 by using Collective Intelligence is introduced. The result of applying Collective Intelligence is an improvement in the services offered, useful for maintaining an inter-functional integration among processes, the people, and the area of marketing to increase customer satisfaction. It is also useful for identifying tendencies and to proactively conceive new business strategies. With the implementation of CBIR paradigms and Collective Intelligence into Web 2.0 application, CRM 2.0 can be improved by providing a new strategy for presenting products or services. This integration materializes a link where customers have the ability to enrich their search before the purchase; to effectively compare products, and to clarify their preferences. Finally, it is important to underline that the proposed integration represents a decision support in the feedback phase of CRM.

Application of CRM 2.0 in Spanish Public Administration

Public administrations have a fundamental role in developed societies ensuring the citizens' welfare through the provision of important services. Despite its importance, the effects of using IT in administrations has been less studied by the academy in comparison with using it in businesses, so there is an absence of works focused on analyzing which technologies administrations apply and which results they produce. Accordingly, this chapter aims to analyze the practical results that may be encountered in the application of CRM 2.0 in public administrations. For this, firstly, the CRM concept and its application are analyzed, finding that traditional CRM maintains a unidirectional approach of information, with little room for citizen participation. Secondly, to overcome the one-way approach, concept of Web 2.0, based on the collaborative use of the IT, which extends the possibilities of interaction between administrations and citizens is presented. This integration of traditional CRM with Web 2.0 gives rise to the CRM 2.0; its applications are expected to be the opportunity to modernize services and move closer to citizens. However, the literature has not identified the specific effects of applying CRM 2.0 in public administrations. In this sense, the work identifies some practical results of these implementations through exploratory research by applying a Delphi to senior managers of nine Spanish public administrations; this has allowed the authors to identify as principal results an improved productivity, an increased citizen satisfaction, and a better integration of information. Security and organizational issues are the main difficulties.