Search results for "CRM"

CRM in the digital age: implementation of CRM in three contemporary B2B firms

2015

Purpose – The purpose of this study was to contribute to the current discussion on digitization in companies’ marketing from a customer relationship management (CRM) perspective by examining the role and objectives of CRM and the exploitation of social media to serve the objectives of CRM in contemporary business-to-business (B2B) companies. Design/methodology/approach – The data are collected through semi-structured themed interviews with key marketing/sales managers from three B2B firms. Findings – CRM seems to be moving closer to the company’s core activity and becoming everybody’s business to a greater extent than ever before, but its main goal, to enhance customer relationships, will …

Customer Relationships Management in Organizations

2013

Abstract In recent years, the market for on-demand CRM applications suffered especially in the segment of small and medium companies because of the concerns about the cost and the complexity of on request implementations. CRM on demand is a good choice for companies that want to implement standard processes that can use data structures “out of box” with little or not at all internal IT support and does not require complex or real-time integration with back office systems. However, on-demand CRM software is not always as simple as vendors want us to believe. Customizing can be problematic and interface tools of CRM vendors can not provide desired levels of integration. Implementing a hosted …

Using Social Networks to Enhance Customer Relationship Management

2013

International audience; In recent years, the Web has evolved into an exchange platform. Customer Relationship Management (CRM) must follow this evolution and connect CRM tools to social networks in order to place companies in the center of all the exchanges. We propose, in this article, a community detection approach that identi fies clusters of customers of a company using their explicit and implicit behaviour. Our contribution is the definition of a composite pro le that integrates various informations gathered from di erent applications, such as the information system of the company, the existing CRM, or Twitter. We de ne a similarity measure, between a user and a tag, that takes into ac…

Intention to use mobile customer relationship management systems

2014

Purpose – The purpose of this paper is to investigate the behavioral intentions of business-to-business (B2B) sales managers to use mobile customer relationship management (CRM) systems in the course of their day-to-day activities. Design/methodology/approach – An extended Technology Acceptance Model (TAM) of mobile CRM system adoption is developed and tested with data from 105 international sales managers representing five B2B companies. Findings – The study extends the TAM framework with three additional constructs derived from mobile technology and sales force automation literature, namely personal innovativeness in the domain of IT, perceived risk, and perceived reachability. The model…

Customer relationship management: The evolving role of customer data

2013

Purpose – Customer relationship management (CRM) developed a separate identity as a result of companies utilising customer data in managing customer relationships. In this evolution, CRM became a heavily company-oriented construct: customer data were used instrumentally to serve companies’ purposes. However, as companies increasingly shift attention from selling products to serving customers, traditional CRM activities, such as segmentation and cross-selling, may prove inappropriate owing to their inherent orientation towards selling more products to customers. The perspective on customer data usage needs to better address the strategic goal of serving customers. Consequently, the purpose …

The determinants of social CRM entrepreneurship : An institutional perspective

2021

Abstract Despite a growing interest in social media adoption by corporations, there is minimal knowledge about the drivers of social customer relationship management (SCRM). This study examines the determinants of SCRM entrepreneurship from an institutional perspective and specifically from the banking sector. Data on 19 banks were obtained from 183 responses to a questionnaire. These data were analyzed using Partial Least Square (PLS) path modeling. The findings show that organizational and technological contexts have a significant positive impact on SCRM entrepreneurship. The results also reveal a significant impact of institutional normative and coercive pressures on SCRM entrepreneurshi…

La qualità percepita dai clienti della Grande distribuzione: disegno di ricerca e tecnica di campionamento

2009

Atvērtā koda klientu attiecību pārvaldīšanas sistēmu (CRM) izvērtējums izmantošanai Datorikas fakultātē

2020

Bakalaura darba “Atvērtā koda klientu attiecību pārvaldīšanas sistēmu (CRM) izvērtējums izmantošanai Datorikas fakulātē” mērķis ir iepazīties ar CRM sistēmu piedāvātajiem rīkiem, to funkcionalitāti un tehnoloģijām, kā arī pielietojumu citās augstākās izglītības iestādēs, izzināt pašreizējo sistēmu trūkumus un problēmas universitātē, pēc kā izvērtēt un uzstādīt atvērtā koda CRM sistēmu balstoties uz universitātes problēmu un esošo sistēmu izpētes. Balstoties uz iegūtajiem rezultātiem, izvērtēt CRM sistēmas nepieciešamību Datorikas fakultātē, sniegt rekomendācijas.

Oracle CRM "SIEBEL" konfigurācijas iespējas

2017

Oracle CRM "SIEBEL" konfigurācijas iespējas Šis bakalaura darbs satur informāciju par Oracle CRM “SIEBEL” konfigurāciju un tās iespējām. Galvenais uzdevums, veidojot šo bakalaura darbu, bija apkopot informāciju par Oracle CRM “SIEBEL” un detalizēti aprakstīt tā konfigurēšanas procesa norisi. Iegūtos rezultātus raksturo izveidotā produktu konfigurāciju aprakstošā blokshēma un tās detalizēts apraksts.

Dense Solid-Liquid Suspensions in Top-Covered Unbaffled Stirred Vessels

2011

In the present work solids suspension is investigated in an unbaffled tank stirred by a Rushton turbine and provided with a top-cover in order to avoid the formation of the well known central vortex. The data obtained are compared with those pertaining baffled stirred tanks via comparison with the well known Zwietering’s correlation. The dependence of Njs on particle concentration is found to be similar to that well established for baffled vessels, while, as a difference from the latter, Njs is found to decrease when liquid viscosity increases. Results also show that Njs is substantially independent of particle size, a feature that may advice the adoption of unbaffled tanks when large heavy…