Towards Design Principles for Data-Driven Decision Making: An Action Design Research Project in the Maritime Industry

Data-driven decision making (DDD) refers to organizational decision-making practices that emphasize the use of data and statistical analysis instead of relying on human judgment only. Various empirical studies provide evidence for the value of DDD, both on individual decision maker level and the organizational level. Yet, the path from data to value is not always an easy one and various organizational and psychological factors mediate and moderate the translation of data-driven insights into better decisions and, subsequently, effective business actions. The current body of academic literature on DDD lacks prescriptive knowledge on how to successfully employ DDD in complex organizational settings. Against this background, this paper reports on an action design research study aimed at designing and implementing IT artifacts for DDD at one of the largest ship engine manufacturers in the world. Our main contribution is a set of design principles highlighting, besides decision quality, the importance of model comprehensibility, domain knowledge, and actionability of results

CUSTOMER RELATIONSHIP MANAGEMENT

In order to maintain in a market economy with the competition becoming increasingly tough, with consumer preferences and demands more sophisticated and diverse, a company must manage in the best possible way the relations with the existing and potential customers to know their preferences, attitudes, purchasing behaviour, motivations, in order to attract the proper clients for their company products. These goals may be achieved by implementing a strategy called “Customer Relationship Management”, which aims to identify the potential customers, observing their needs, attract them through a special offer and obtaining their enthusiasm. A key element of a CRM strategy is communication using as many possible ways with current and potential customers, in order to attract them and to become loyal.customer attraction, loyalty, CRM, strategy

Managing customer relationship within financial organisations

The paper points out the key market changes in the first decades of the twenty-first century and their implications on business philosophy, concepts, principles and techniques of relationship marketing from the point of making strategic marketing decisions within financial organizations. In this context points are made to the important role of information and communication technologies (ICT) in accomplishing executive and creative marketing activities, highlighting the analysis of the process of customer relationship management (CRM) in financial organizations and providing rational insight in CRM potential for improving business results, in order to identify useful tools in this complex area, and offer appropriate solutions, which confirms the benefits of its application in financial services

Customer Knowledge Management towards Customer Attraction from managers’ perspective; a Case Study of Arab Bank in Amman City, Jordan

The daily accelerating changes in business environment has recently made the banks competition amongst banking industry more complicated; as a result there has been increased focus on customer and Customer Knowledge Management (CKM) concept. Moreover, customer knowledge has become a key competitive factor and developed to be highly considered in globally, as a result; being a successful competitor in banking industry needs to put into consideration an important element which is called ‘Customer’. This paper aims to introduce a theoretical framework of CKM combined with Customer Attraction process by employing CKM toward gaining new customers in Arab Bank in Jordan. The methodology conducted as a data collection tool using a questionnaire and the data was collected from (38) branches managers of Arab Bank in Amman, Jordan. Besides, literature review was conducted to determine the concepts of integrating CKM toward customer attraction process to deliver the suggested Customer Knowledge Attraction Model (CKAM). The study findings reveal that there is a positive effect of customer knowledge management towards customer attraction in Arab Bank Keywords: Knowledge Management, Customer Knowledge Management, Customer Relationship Management, Customer Attraction, CKAM, Arab Bank, Jordan