Customer relationship management in the purchase decision process

Purpose: Customer relationship management is not a project but is a strategy that every business aims to realize and manage the needs of current and potential customers of the company. This research aims to identify the factors that affect Customer Relationship Management, to provide a more detailed analysis of the importance of customer relationship management, how much businesses invest in meeting customer needs, whether they use the right methods to maintain customers.Findings: Through this research we have managed to identify several factors that affect the management of consumer behavior. Where intelligent customer management and care generates two main benefits for companies; reducing marketing costs and better penetration to customers.Research methodology: This paper contains theoretical and practical part including literature of various local and foreign authors and scientific publications. Also, the remarks and suggestions given by various local and international authors and organizations, relevant literature and reports, various research articles and other data are critically analyzed.Originality / value: The findings from this scientific research paper will be a good guide for the research of all researchers and a contribution to enrich the international scientific literature.peer-reviewe

Global affective computing research in the period 1997-2017: a bibliometric analysis

Notable fallouts in marketing and financial market prediction have raised the interest by the scientific community and the business world in Affective Computing (AfC). Automatically recognizing and responding to a user’s affective states, AfC shows a great potential to improve companies capabilities of customer relationship management. The aim of this study is to evaluate this field of research during the last twenty years, identifying for one side its evolution, by the major publications, citations, journals, authors, productive countries, productive institutions, and collaboration patterns; and for another side, identifying its trends through the analysis of research hotspots, burst keywords and areas of research done so far. This bibliometric analysis is based on the science citation index expanded (SCI-E), from the Institute of Scientific Information Web-of science, which is now firmly established as an integral part of research evaluation methodology especially within the scientific and applied fields. The results show a significant 4.19 rate of growth in AfC, doubling the number of publications in 4.02 years time. This field of interest is paving the way for creativity and innovation and provides opportunities for its greater development.info:eu-repo/semantics/acceptedVersio

A Strategic Marketing Management Approach Of The Relationship Between Companies On B2B Field In Romania And Their Suppliers

AbstractThe main objective of this paper is to identify a conceptual model to integrate the strategic marketing management instruments in the relationship between the organization on the B2B market in Romania and its suppliers. In order to be able to see the way in which the conceptual model of integration of strategic marketing in the relationship with suppliers can be applied by Romanian companies on B2B field, a quantitative research has been undertaken, having as main objectives to identify which are the main criteria used by organizations in segmenting, targeting and positioning their suppliers and also to identify what type of relationship exists between companies in the B2B field in Romania and their main suppliers. The whole marketing theory resides on the idea of customer and market orientation, and starting from this the concept organizations are as successful as much as they adapt their reactions to the evolutions and changes in the marketing environment. As a consequence to this the marketing theory developed by placing in the centre of its scientific methodology and instruments the market and the relationship of the company with its customers. Our research, has led us to the conclusion that, especially on B2B markets, organizations focus their marketing activities not only on the relationship with their customers, but on the relationship with their suppliers as well. In the supply chain, companies appear as buyers and also as clients for the suppliers of goods, financial resources and of work force. The classical model that describes the relationship of a company with its suppliers presents the acquiring company as a “passive” one, the “active” role being the one of the supplier for which the buying organization appears like customer. Although in numerous occasions the buying company has an “active” role, thus being able to discuss about a different strategic approach (an active one)

Improving customer service level through centralized supply flexibility

Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Engineering Systems Division; in conjunction with the Leaders for Manufacturing Program at MIT, 2006.Includes bibliographical references (leaf 70).This thesis explores a combined application of Supply Chain Management theory for centralized and decentralized distribution systems and Customer Relationship Management techniques in data mining to solve the challenges of supply allocations to individual customer entities at Intel Corporation. The relatively long manufacturing lead time compared to order lead time restricts Intel's supply flexibility from responding to rapid order changes by each customer. As a result, the individual customer service level is sacrificed. Therefore, the objective of the research project is to improve customer service level by global optimization for all customers as opposed to the local optimization that each customer currently operates on. Over-ordering occurs in the local optimization system. The proposed solution is to use a scientific and systematic methodology of data mining to guide operational strategies that will provide incentives to encourage customers to order more accurately with Intel. Through this exercise, the supplies can be virtually centralized at Intel instead of being committed out to each customer in a decentralized fashion. The hypothesis is that the new system with more accurate ordering from customers will result in increased supply flexibility and higher effective service level.by Mindy H. Hsu.S.M.M.B.A

The Analysis of Service Management Based Information Technology Systems at PT Mitra Solusi Telematika

Service Point is the spearhead that connects between the customer with the workforce engineer in the process of information technology services to improve IT services in the company. Often companies ignore this, whereas service point is one of the services of information technology services in order to ensure the sustainability of the business offered by the company. Analysis of incident management system in ITOP program and IT services service based on ITIL V3 framework for Service Point at PT Mitra Solusi Telematika is very much needed in effort to improve IT service to support Vision of PT Mitra Solusi Telematika become provider of integrated technology solution. One effort to improve IT services is by developing the process of providing IT services and services as a single point of contact that bridges between customers with all service point staff and IT services. The development of incident ITOP program management and IT support analysis begins with gathering information and analysis through a review of processes within existing ITOP programs, and ITIL V3 framework literature study. Analysis is done to refine the existing process. Once the document is created and developed, the next step is the document verification process to find out the purpose of the incident management process has been met. The results of this development of the management can facilitate the needs and improve IT services especially in Service Point Department PT Mitra Solusi Telematika for IT services to be maintained and measurabl

INTEGRATING KANSEI ENGINEERING AND CUSTOMER RELATIONSHIP MANAGEMENT TO IMPROVE SERVICE QUALITY: A CASE STUDY AT SHOPPING MALL IN SURABAYA

With respect to customer dynamics in experiencing products and services, nowadays, customers tend to highly demand hedonism, pleasure and individuality rather than functionality and usability. In other words, they look for a service that offers more values (both physically and emotionally) from its function. Apart from that, it is a must for a company to strive for achieving customer loyalty. Thus, this study proposes an integrative framework of Kansei Engineering (KE) and Customer Relationship Management (CRM) in services. It aims to explore the customer emotional needs (Kansei in Japanese) experienced and encountered in services. As emphasized in the Customer Relationship Management (CRM) concept, understanding the customer emotional needs is one of successful keys for CRM implementation. In order to analyze the applicability of the proposed framework, a case study taken at a brand new elegant shopping mall in Surabaya that involved 100 customers was conducted. Some significant Kansei words as the representatives of customer emotional needs were obtained, such as elegant, believe, cool, wide and curious. These Kansei words have significant correlation with several service attributes, such as: “service given without social status”, “service accuracy”, “responsive employees”, “convenient parking lots”, “attractive events”, and “neat and attractive employees”. Some improvement innitiatives were proposed, including to accelerate the parking lots construction, and to provide a clear directions to the mall access. Theoretically, this study contributes to academic literatures on the relationship between CRM and KE providing in a unified integrated framework. Practically, this research provides a guidance to service managers in collecting and capturing the emotional needs of customers, and investigating what service attributes that are significantly sensitive to the customer emotions. It is, then, to be used as a prioritization tool for continuous improvement or maintenance on service attributes

A taxonomy of logistics innovations

In this paper we present a taxonomy of supply chain and logistics innovations, which is based on an extensive literature survey. Our primary goal is to provide guidelines for choosing the most appropriate innovations for a company, such that the company can outrun its competitors. We investigate the factors, both internal and external to the company, that determine the applicability and effectiveness of the listed innovations. We support our suggestions with real world cases reported in literature

A taxonomy of supply chain innovations

In this paper, a taxonomy of supply chain and logistics innovations was developed and presented. The taxonomy was based on an extensive literature survey of both theoretical research and case studies. The primary goals are to provide guidelines for choosing the most appropriate innovations for a company, and help companies in positioning themselves in the supply of chain innovations landscape. To this end, the three dimensions of supply chain innovations, namely the goals, supply chain attributes, and innovation attributes were identified and classified. The taxonomy allows for the efficient representation of critical supply chain innovations information, and serves the mentioned goals, which are fundamental to companies in a multitude of industries