136,712 research outputs found

    Adopting knowledge discovery in databases for customer relationship management in egyptian public banks

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    We propose a framework for studying the effect of KDD on CRM in the Egyptian banking sector. We believe that the KDD process and applications may perform a significant role in Egyptian banks to improve CRM, in particular for customer retention. Our believe is supported by the results of the field survey at the largest Egyptian bank. Keywords. Adopting new technology, Knowledge Discovery in Databases (KDD), Customer Relationship Management (CRM), and banking sector.Applications in Artificial Intelligence - Knowledge DiscoveryRed de Universidades con Carreras en InformĂĄtica (RedUNCI

    Adopting knowledge discovery in databases for customer relationship management in egyptian public banks

    Get PDF
    We propose a framework for studying the effect of KDD on CRM in the Egyptian banking sector. We believe that the KDD process and applications may perform a significant role in Egyptian banks to improve CRM, in particular for customer retention. Our believe is supported by the results of the field survey at the largest Egyptian bank. Keywords. Adopting new technology, Knowledge Discovery in Databases (KDD), Customer Relationship Management (CRM), and banking sector.Applications in Artificial Intelligence - Knowledge DiscoveryRed de Universidades con Carreras en InformĂĄtica (RedUNCI

    Understanding Customer Relationship Management: The Implications of CRM Fit and Customer Orientation

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    Customer Relationship Management (CRM) has been one of the important managerial issues. The benefits of Relationship Marketing has been well recognized and new information technologies offer amazing possibilities for CRM practice. The processes of implementing CRM, however, are expensive, and yet the failure rate of the CRM projects is also high. Of the failures, 20% end up even damaging to long-standing customer relationships. This study focuses on explaining theoretically why huge IT investment on CRM practice does not always generate the successful outcomes to the organizations, what are the critical factors of CRM, and how the factors influence the CRM performance. Based on the review of the previous frameworks and definitions of CRM, the study proposes an integrated CRM framework. In addition, among others, CRM Fit and Customer Orientation are addressed as critical factors of successful CRM. Although technology has been identified as a main enabler of successful CRM, many CRM experts have claimed that it is not technology in isolation that brings the success to the CRM practice. Adopting Task-Technology Fit (TTF) model, CRM Fit, not Technology, is included in the research model. Therefore, this study proposes that CRM Fit has a positive relationship with CRM performance and Customer orientation moderates the effect of CRM Fit on CRM performance

    Factors Affecting the Adoption of Electronic Customer Relationship Management Information Systems in SMEs

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    The recent global recession has pushed businesses to search for means to efficiently and effectively manage their customers so as to remain competitive. This has led to the rise in the adoption and use of information technology in different business functions. These developments have yielded into the adoption of Electronic Customer Relationship Management. However, as this technology sees more prominence in the developed countries, many organizations in developing countries are finding it difficult to implement. This study was intended to examine the factors that affect the adoption of Electronic Customer Relationship Management in developing countries. A case study was conducted in Uganda, in which 150 Small and Medium-sized Enterprises where purposively selected from 30 districts to participate in the study. A sample size of 450 was taken from these organizations. Self administered questionnaires were used to collect data. Te data were coded and analyzed using descriptive statistics. Findings indicate that although Electronic Customer Relationship Management was very beneficial in promoting Small and Medium Enterprises' new products, marketing existing products, keeping their customers updated and sharing information, most Small and Medium Enterprises faced challenges in adopting the technology. The main challenges were highlighted as lack of knowledge about the Electronic Customer Relationship Management, lack of Information Communication Technology skills, poor infrastructure, lack of top management support and resistance to change. The study gives some recommendations for better adoption of Electronic Customer Relationship Management in Small and Medium Enterprises

    Barriers of Supply Chain Management Practices in Manufacturing Companies in Republic of Yemen: Pre-War Perspective

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    Supply chain management (SCM) is a backbone of manufacturing firms, it enable them to manage all tasks throughout business process. Therefore, investigating the barriers for supply chain management has become significant to assist them for better practicing for SCM. However, the main aim of this paper is to describe the current technology, relationship, and alignment barriers within manufacturing companies in Yemen. A quantitative method was adopted using a questionnaire and a sample of 65 Yemenis respondents who belong to the medium management level of the manufacturing companies in Yemen. Data was analyzed using the SPSS Generally, the findings revealed that Suppliers and customer geographical distance from own facilities represent the most barriers to manufacturing companies in adopting SCM in Yemen. Discussions of the findings, implication and limitation of the study were also included

    Adopting knowledge discovery in databases for customer relationship management in egyptian public banks

    Get PDF
    We propose a framework for studying the effect of KDD on CRM in the Egyptian banking sector. We believe that the KDD process and applications may perform a significant role in Egyptian banks to improve CRM, in particular for customer retention. Our believe is supported by the results of the field survey at the largest Egyptian bank. Keywords. Adopting new technology, Knowledge Discovery in Databases (KDD), Customer Relationship Management (CRM), and banking sector.Applications in Artificial Intelligence - Knowledge DiscoveryRed de Universidades con Carreras en InformĂĄtica (RedUNCI

    RFID in the supply chain: lessons from European early adopters

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    Purpose Radio frequency identification (RFID) is increasingly being presented as a technology with the potential to improve supply chain performance, but empirical evidence from early adopters is sparse. This paper aims to rectify this scarcity and contribute to a more informed discussion in and between academic and practitioner communities. Design/Methodology/Approach The paper is based on a conceptual model of factors influencing the success of adoption efforts. It then reports the results of a survey of 612 European supply chain managers, focusing on the 128 respondents who have begun RFID trials. Findings A significant influence on operational deployment is the presence of mandates from key customers requiring the technology’s use. Customer mandates also impact the anticipated benefits of a faster sales cycle and of enhanced systems integration, though the relationships are complex. By contrast, greater cost reduction benefits are anticipated in two industries where mandates are less common – industrial goods and logistics. Perceived organizational innovativeness positively impacts anticipated ROI from RFID. Companies adopting a ‘slap and ship’ approach are less likely to anticipate pricing benefits than those integrating RFID into enterprise systems Research Limitations/Implications The limitations of the paper include the limited sample size of early adopters. In addition, qualitative research is needed into RFID supply chain applications and into different approaches to IS integration of RFID, to inform future survey work. Practical Implications This paper informs supply chain managers and senior decision makers who are examining the potential of RFID technology. It offers guidance on what issues to look for when adopting this technology, approaches to take and the benefits that might be accrued. Originality/Valuer This paper offers a major contribution to understanding the current status of the adoption of RFID in European supply chains. This understanding is put in the context of the wider literatures on supply chain management and the adoption of information systems and te

    eWOM & Referrals in Social Network Services

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    If a few decades ago the development of the Internet was instrumental in the interconnection between markets, nowadays the services provided by Web 2.0, such as social network sites (SNS) are the cutting edge. A proof of this trend is the exponential growth of social network users. The main objective of this work is to explore the mechanisms that promote the transmission and reception (WOM and referrals) of online opinions, in the context of the SNS, by buyers of travel services. The research includes some research lines: technology acceptance model (TAM), Social Identification Theory and Word-of-Mouth communication in virtual environment (eWOM). Based on these theories an explicative model has been proposed applying SEM analysis to a sample of SNS users’ of tourist service buyers. The results support the majority of the hypotheses and some relevant practical and theoretical implications have been pointed out for tourist managers

    Measuring the level of lean readiness of the Hong Kong's manufacturing industry

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    Increasingly competitive business environments have forced manufacturing organisations to continuously seek improvements in their production processes as an alternative to achieve operational excellence. Lean manufacturing principles and techniques based on the elimination waste have been widely used by manufacturing organisations around the world to drive such improvements. The purpose of this paper is to present an empirical study that evaluates the readiness level of the Hong Kong’s manufacturing industry to provide a foundation for the successful implementation and/or sustainment of lean practices. To conduct this study, the paper adapts an assessment framework developed by Al-Najem et al. [16]. Thus, the lean readiness assessment is based on six quality practices (i.e. planning & control; processes; human resources; customer relations; supplier relations; and top management & leadership) related to lean manufacturing. One research question and three hypotheses were formulated and tested using a combination of inferential statics (i.e. Levene’s test and t-test) and descriptive statistics. Data were collected through a survey questionnaire responded by 9 manufacturing organisations with operations in Hong Kong. The findings suggest that the Hong Kong’s manufacturing organisations surveyed do not currently have a well-developed foundation to implement or sustain lean manufacturing. In particular, these organisations present important opportunities to further develop some quality practices such as processes, planning & control, customer relations, supplier relations, human resources, and top management & leadership. The improvement of these quality practices will ensure, according to Al-Najem et al.’s [16] framework, a more effective implementation and sustainment of lean manufacturing in their operations

    Understanding Critical Variables for Customer Relationship Management in Higher Education Institution from Employees Perspective

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    The aim of this paper is to evaluate the critical success factors and investigate the benefits that might be gained once implementing Electronic Customer Relationship Management at HEI from employee perspective. The study conducted at Al Quds Open University in Palestine and data collected from (300) employee through a questionnaire which consist of four variables. A number of statistical tools were intended for hypotheses testing and data analysis, including Spearman correlation coefficient for Validity, reliability correlation using Cronbach’s alpha, and Frequency and Descriptive analysis. The overall findings of the current study show that all the features were important for staff and it was critical success factors, at the same time, websites were providing all the features discussed by the theory whereas staff showed their willingness to use those features if provided. It is also discovered that implementing Electronic Customer Relationship Management can cause staff retention, were provided efficiently and needed to be improved. Research limitations: The survey findings were based on QOU employee in Palestine, UAE and KSA branches not included in the study
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