Exploring the Success Factors of E-crm Implementation on B2c E-commerce: Satisfaction and Loyalty a Conceptual Framework

E-CRM has an important role in addressing the challenges that exist in the e-commerce industry and certainly affect the success of e-commerce. One measure of the success of e-commerce is the customer satisfaction. The purpose of this study was to determine the factors that influence the achievement of satisfaction of existing customers in the industry e-commerce, Business to Consumer (B2C) in particular, so customer will be loyal. The researchers used meta-analysis to integrate the findings of previous studies. The meta-analysis method used is sourced from 25 journals previous studies from 2006 to 2016. Based on the literature review, authors create a research model on these factors. The factors namely access to information, service, security and trust that significantly affect the achievement of customer satisfaction. The achievement of customer satisfaction will be improved the customer loyalty then will be impact on increased sales and profits of the company. The researches then discuss the findings of the integrated framework leading to theoretical and practical with implications for implementation in Indonesia and reviews directions for future research. In addition, researchers also suggested the e-commerce industry in Indonesia to implement the E-CRM strategy

DEVELOPMENT OF ELECTRIC CUSTOMER RELATIONSHIP MANAGEMENT FOR ACCELERATION OF CLAIM SERVICES AND COMPLETION FOR CUSTOMER COMPLAINTS IN LIFE INSURANCE COMPANY

Implementation of e-Customer Relationship Management (e-CRM) in financial services industry will give influence to increase customer loyalty. One indicator of this is the development of features in the e-CRM application that make access easy for customers. However, the development of the e-CRM model is generally applied to the banking sector, while customer service needs in other financial services sectors such as insurance company are equally important. One of the main problems in life insurance companies is the measurement of claims service level agreement. In this research we intend to design an e-CRM application that can facilitate the management of complaints and claims reports in a life insurance company more effectively. The e-CRM application can also facilitate measurement of customer service staff performance in serving customers. In this research we applied the Rapid Application Development (RAD) method for development e-CRM application. The results of this research are development of e-CRM application, complaint management and supporting daily operational of customer care staff in a life insurance company.

Investigating the antecedents to the adoption of SCRM technologies by start-up companies

Despite their fairly recent emergence, start-up companies now play an important role in the economic development of countries around the globe. These companies have fewer tangible assets and capital, and therefore, the efficient delivery of services and products is a key business priority for them. Customer relationship management (CRM) technologies, which are designed to facilitate customer engagement during the design, development and delivery of services and products may play a significant role in the success or failure of start-up companies. Developments in new communication technologies have transformed traditional CRM into electronic CRM (eCRM), mobile CRM (mCRM); and more recently, social CRM (SCRM). However, there remains very little understanding of the factors affecting SCRM adoption in start-up businesses. The relative newness of SCRM technologies, coupled with the swiftly evolving nature of start-up companies: which has made them difficult cases to study – has limited the amount of research undertaken in this area. This paper aims to close this gap by proposing a framework that depicts the factors affecting start-up companies’ intention to adopt SCRM applications, and explores the relative importance of these factors. Inspired by an extended Technological, Organisational and Environmental (TOE) framework, this paper investigates effects of technological characteristics (TC), organisational characteristics (OC), environmental characteristics (EC) and managerial characteristics (MC) on start-up companies’ intentions to adopt SCRM applications. The results outlined in this research indicate that the observability, compatibility and trialability of SCRM solutions positively affect SCRM adoption in start-up businesses. Moreover, the availability of internal financial resources has a similarly positive effect. When considering environmental characteristics, it was found that support from venture capitalists, crowd funding support, governmental support, business angels support and external pressure all positively affect the intention to adopt SCRM applications within start-up businesses

Personalized online promotions : long-term Impacts on customer behavior

Thesis (S.M.)--Massachusetts Institute of Technology, Sloan School of Management, 2012.Cataloged from PDF version of thesis.Includes bibliographical references (p. 67-72).Personalization is widely used by marketers in today's world. It is not only a competitive advantage but is becoming a necessity for companies. Recent information technology advances have helped a lot to improve personalization methods. Companies could collect data about their customers through the Internet more easily and quickly. In return, companies create more values for their customers through personalization in performance as well as personalization in relationship. However, personalization may also bring new problems if customers are concerned about issues such as privacy, choice overload, and perceived fairness. This thesis examines the advantages and disadvantages of personalization from both customers' and companies' perspectives. It also studies how customer reactions to personalization change over time, and suggests a conceptual framework that shows how customer behavior affects companies' profitability. It concludes with recommendations about how companies should act in order to have successful online personalization strategies.by Farnaz Barary Savadkoohi.S.M

Dynamic pricing and customers\u27 perceptions of price fairness in the airline industry

The application of the Internet and other digital technologies has had a considerable influence on all elements of the marketing mix, including pricing. This is especially important in the context of service industries, such as hotels and airline companies, where digital technologies dramatically altered pricing policies. This process is dominated by dynamic pricing – a pricing discrimination technique which leverages real-time pricing and individualizes prices. Customers are aware that companies are charging different prices for the same products or services, and the issue of price fairness has also emerged. Unfavorable customers\u27 perceptions of dynamically determined prices could lead to different consequences for the company, such as negative word-of-mouth and social media communication, and a decrease in customer loyalty. The aim of the article is to present the current scientific evidence on dynamic pricing and customers\u27 perceptions of fairness of dynamically determined prices, with the focus on the airline industry. The importance of researching customers\u27 perceptions of dynamic pricing is discussed and future research proposals are provided

Business-to-Consumer Electronic Commerce Success Factors in Thailand: The Website Merchant Perspectives

Electronic Commerce (E-Commerce) is considered a new channel of distribution that consumers can reach websites at anytime and from anywhere. In reality, however, consumers are not yet confident in on-line transactions. Several Thai website owners who operate business to consumer (B2C) e-commerce stated nine major success factors: government support, security and privacy, customer service, administrative support, online promotion, product uniqueness, logistics, product variety, and image creation. It is necessary that website merchants study various success factors, having impact on achieving business value of e-commerce investment and building customer trust which would then bring long-term profits to the organization

Relationship or revenue: potential management conflicts between customer relationship management and hotel revenue management

The concepts of customer relationship management (CRM) and revenue management (RevM) have been embraced by managers in the hospitality industry although, in practice, companies may find it difficult to accommodate both fully. This paper examines the compatibility between the two practices and discusses the possible management conflicts that occur from both account managers’ and revenue managers’ viewpoints. Findings gathered from an international hotel company reveal several causes of potential management conflicts including: management goals, management timescales, perceived business assets, performance indicators and management foci between CRM and RevM due to divergence occurring in managers’ priorities and in their approaches to achieving their individual set goals. These differences have rarely been comprehensively investigated in previous studies, yet are vital in integrating CRM and RevM practices

The Next Wave of CRM Innovation: Implications for Research, Teaching, and Practice

Globalization and customers’ ever-changing needs have created a hyper-competitive market. As a result, customer relationship management (CRM) has become a core topic of interest among both practitioners and academics. Further, over the years, with the advancements in the technology landscape, such as digital technologies, CRM has improved in myriad ways. This paper summarizes a panel discussion on CRM innovations held at the 2016 Pacific Asia Conference on Information Systems (PACIS 2016) in Chiyai, Taiwan. The panel discussed CRM fundamentals and how traditional CRM systems work in organizations. Then, the panel focused on the advancement in technology landscape such as big data, analytics, Internet of things, and artificial intelligence and how such technologies have transformed innovations in the CRM landscape. Finally, the panel highlighted the limitations in the current CRM curricula in the universities and how the curriculum today needs to reflect such advancements to enhance the union between the CRM curricula and the industry needs. Further, this paper provides future research ideas for academia and contributes to research interests on CRM in general

Quality modeling in electronic healthcare: a study of mHealth Service

Information and communication technologies (ICTs) have the potential to radically transform health services in developing countries. Among various ICT driven health platforms, mobile health is the most promising one because of its widespread penetration and cost effective services. This paper aims to examine Quality Modeling in Electronic Healthcare by using PLS based SEM