Search results for "Customer Relationship Management"
showing 5 items of 65 documents
ICT for external use in Croatian four- and five-star hotels
2016
The Purpose – The objective of the paper is to examine the implementation of advanced technology and promotional supports in hotel companies and to compare their performance in four- and five-star hotels. More specifically, ICT for external use are analysed, i.e. customer relationship management (CRM), communication with customers, promotional supports, and online order receptions. Design/Methodology/Approach – The empirical research took place in 38 upscale (26 four and 12 five-star) hotels located in Croatia, in the regions of Dalmatia, Istria, and Kvarner, and in the city of Zagreb. The data were collected through a structured questionnaire administered mainly during personal interviews …
Adoption of ubiquitous crm for operational sustainability of the firms: Moderating role of technology turbulence
2021
Ubiquitous CRM (UCRM) enhances customer relationship management. It can sense customer needs and demands, to which firms can respond quickly. Therefore, UCRM helps to improve a firm’s agility. There is a growing interest among researchers and practitioners to understand how the adoption of UCRM impacts the sustainability of firms’ operations, but not many studies have investigated this issue. In this context, the aim of this study is to examine how firms’ absorptive capacity and dynamic capability could impact the adoption of UCRM to influence the operational sustainability of the firms and their performance. The study also investigates the moderating role of technology turbulence on the re…
How to motivate salespeople to use CRM system efficiently through gamification elements : case Finnish media company
2017
Consumers buying behavior has changed dramatically due to the development of digital sales. This has led companies to change their marketing strategy to become more cus-tomer-oriented. Nowadays companies are increasingly investing to different kind of in-formation system technologies. However, there are major shortcomings in the use of these systems. Many executives feel that systems are conducive to effective work and help in resource allocation. To achieve these goals, it is necessary to understand system requirements and the resources available to users. Specifically, salespeople’s motivation to use CRM system is crucial factor in system utilization. CRM system is collaborative tool, whi…
CRM -käyttöönotossa huomioitavat tekijät
2010
Korhonen, Jussi Tapani Tietojärjestelmätieteen kandidaatintutkielma / Jussi Korhonen Jyväskylä: Jyväskylän yliopisto, 2010. 40 s. Kandidaatintutkielma Tutkielmassa selvitetään kirjallisuuskatsauksen kautta tekijöitä, jotka vaikuttavat CRM:n käyttöönotossa onnistumiseen. Tutkielmassa esitellään CRM:n määritelmä, kartoitetaan CRM-järjestelmää sekä sen osia, selvitetään miksi CRM:ää tulisi tarkastella strategisesta näkökulmasta sekä havainnollistetaan hyötyjä joita CRM:llä on mahdollista saavuttaa. Tämän jälkeen tuodaan esille kirjallisuudessa esitettyjä tekijöitä, joiden on havaittu olevan syynä CRM:n surullisenkin kuuluisaan onnistumistodennäköisyyteen. Näiden havaintojen pohjalta esitellään…
Perceived status and value
2017
This article examines how students in a multidisciplinary project-based learning course involving real customers perceive their interactions with their customers. The authors conducted a qualitative study and analysed students’ learning reports by means of a thematic network analysis. The analysis shows how students perceive their status in relation to their customers and how their perceptions of their work affect how they see the value of the projects. The authors consider their empirical findings in the context of the existing literature on university–industry collaboration and thereby summarize different scenarios of the contrasting working practices and priorities in academia and indus…