Search results for "Customer relationship"
showing 9 items of 69 documents
Mobile financial services : Introduction, definition, and conceptualization
2019
Incumbent business models in banking and payment are continuously challenged by new competition and evolving consumer expectations as banking and payment landscape have increasingly moved digital and mobile. Mobile financial services (MFS) and related technologies encompass a broad range of digital (including mobile) devices, channels, and financial transactions that consumers execute on their mobile phones or tablets. This chapter conceptualizes the term ‘MFS’ and investigates what constitutes the field of MFS. The chapter seeks to answer the following research questions: What is the mobile financial services landscape? What are MFS and how they have been conceptualized in the marketing an…
CLUSTER APPROACH AS ONE OF DETERMINANTS FOR INCREASING COMPETITIVENESS OF RIGA FREEPORT
2011
The cluster-based approach offers a new way of dividing and understanding an economy and competitiveness. The main objective of the present study was to reveal the influence of industrial clusters on Freeport’s of Riga business competitiveness and integrated development. The cluster environment stimulates competitiveness and competition inside the cluster and the industry. One of the reasons for the current problems of Latvia’s competitiveness is the low level of business entities’ co-operation and business integration in the national economy of Latvia and the Freeport of Riga in particular. Companies are isolated in their approaches to increasing their competitiveness and entering the glob…
Goodwill and Criteria for its Recognition in Financial Statements
2004
The article summarises a research on goodwill which is one of the most controversial assets. The research includes a comparison between the descriptions of the economic nature of goodwill and an analysis of various valuation methods and accounting policies. The article discusses the internationally recognised problem that there coexist several accepted methods of accounting for goodwill arising from the acquisition of an enterprise, as a result of which the accountancy data of different enterprises and countries are incomparable.
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…
CSR i jego znaczenie dla kształtowania relacji z klientami - w świetle wyników badań ankietowych
2016
Społeczna Odpowiedzialność Biznesu (CSR) jest nową, dynamicznie rozwijającą się koncepcją zakładającą równowagę między trzema wymiarami – ekonomicznym, społecznym i ekologicznym. Od przedsiębiorstwa oczekuje się nie tylko pomnażania zysków, ale również pełnego spojrzenia na otoczenie i pracowników. Społeczne zaangażowanie to obecnie, poza działalnością charytatywną, odpowiedź na potrzeby społeczności. Najważniejsze jest, by przedsiębiorstwa wdrożyły procesy, dzięki którym względy społeczne, środowiskowe i etyczne oraz kwestie praw człowieka staną się stałym elementem ich działalności i strategii biznesowej.
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…