24,725 research outputs found
Identifying the Interrelationships of Critical Success Factors for Customer Relationship Management
An effective Customer Relationships Management (CRM) implementation benefits firms to achieve competitive advantages over others by enhancing customer retention, loyalty, satisfaction, and growing. A successful CRM implementation has become essential owing to the massive percentage of failures that occur. This year, firms are expected to spend more than $27 billion on implementing CRM. While a significant amount of study has been conducted into CRM implementations, particularly with respect to Critical Success Factors (CSFs), only a minority of the implementations have been successful. It is argued that one of the reasons for this is the improper assessment of interrelationships of CSFs prior starting the CRM implementation. CSFs are interlinked. They represent factors at nodes in a network of influences, which need to be examined together in order to determine best practice, identify study issues and reflect on strategy. Therefore, the aim of this study is to determine the interrelationships between the identified CSFs associated with CRM implementation, which revealed the important of these relationships for the success of the implementation. The study involves practical work based on one particular national context; the Kingdom of Saudi Arabia (KSA)
Exploring the Critical Success Factors for Customer Relationship Management and Electronic Customer Relationship Management Systems
Both customer relationship management (CRM) and electronic customer relationship management (eCRM) systems have unique characteristics that support customer-business interactions and are linked to internal business processes and systems across different areas for operational and analytical purposes. Such characteristics may imply that different critical success factors are required for both to be successfully implemented. This exploratory study identifies the factors and the interrelationships associated with the success of CRM and eCRM, compares the differences between CRM and eCRM, and discusses the reasons of the differences. Since there are only a few cases of CRM or eCRM systems fully implemented across marketing, technology, people, and business processes, an exploratory multiple-case study is conducted. The current status of CRM research and future research direction are discussed
Recommended from our members
Towards a business model for cellular network and telecommunication operators: a theoretical framework
Cellular networks and telecommunications bring major change to the way businesses are conducted.
Mobility has become one of the main priorities for users and this has impacted on cellular networks and telecommunication operators (CNTOs). However, entrants into the cellular industry have been confounded primarily by inexistent or weak Business Models (BMs). Designing a BM for a CNTO is
complex and requires multiple actors to balance different and often conflicting design requirements. Nevertheless, most research about CNTOs has been technically oriented and has mainly addressed the technological and engineering issues related to their infrastructure. Less attention has been given to
the business model of CNTOs. Hence, there is a need to enhance our ability to determine what
constitutes the optimal and most viable business model to meet the various strategic objectives and
goals for these CNTOs. In this paper an overview of research into the cellular business model and the main issues to be resolved is provided. In particular, the authors propose guidelines as a basis on which to develop a more comprehensive definition which may lead to a consensus. Moreover, a generic model (V4 Model) is proposed for the BM of these companies based on value proposition, value architecture, value network and value finance
Information technology and performance management for build-to-order supply chains
En las siguientes lĂneas se plantea un artĂculo de reflexiĂłn que tiene en cuenta parte del marco teĂłrico que sustenta la investigaciĂłn titulada âPrĂĄcticas pedagĂłgicas que promueven la competencia argumentativa escrita (CAE) en niños campesinos de los grados
4° y 5° del Centro Educativo Municipal La Caldera, Sede Principal de Pastoâ, desarrollada en el año 2012. En Ă©l se contemplan los aportes de las ciencias del lenguaje y la comunicaciĂłn, la teorĂa de la argumentaciĂłn, la didĂĄctica de la lengua escrita y los gĂ©neros discursivos, que dan cuenta de la necesidad de desarrollar la
capacidad crĂtica en los estudiantes a travĂ©s de la argumentaciĂłn, lo cual implica transformar las prĂĄcticas pedagĂłgicas para que se alejen de la transmisiĂłn de conocimientos y den paso a la comunicaciĂłn, para que la palabra escrita sea apropiada de manera significativa
Recommended from our members
Information technology and performance management for build-to-order supply chains
A system dynamics approach for improving efficiency of total quality management (TQM)
This paper investigates a system dynamics model to evaluate efficiency of Total Quality Management (TQM)
for the enterprise. Previous studies reveal that, quality efforts, information symmetry, the gap between
performance and the inferences from enterprise affect Total Quality Management Index (TQMI). Some factors
such as advertisement, cultural values, economic development, supply chain management and education affect
information symmetry and other factors such as customer satisfaction, society, human resources, quality
management, quality educations and management expectations can improve quality. Also the gap between
desirable and actual level of customer satisfaction, vendor satisfaction and human resource satisfaction can
decrease TQMI. Hence the objective of this paper is to develop a total modeling approach using the concept of
System Dynamic by applying the Vensim PLE version to simulate different decision making policies. To find
proper actions by which the firm can achieve his objectives, the TQMI can be calculated. Then the proper action
can be driven by the decision makers
The Mediating Effect of NPD-Activities and NPD-Performance on the Relationship between Market Orientation and Organizational Performance
Empirical research has demonstrated that a market orientation has in general a positive effect on organizational performance. The potential benefits of a market orientation have, however, not been realized because academics and practitioners do not yet understand the modus operandi that transform market orientation into superior organizational performance. Recent research has demonstrated that the proficiency in new product development (NPD) activities might be the key in the conversion of market orientation into superior NPD-performance, and hence, organizational performance. This study is designed to test a set of hypotheses related to the interrelationships among market orientation, the proficiency in NPD-activities, NPD-performance, and organizational performance. The results from a sample of 126 manufacturing firms in the Netherlands present evidence for the mediating role of the proficiency in several NPD-activities and NPD-performance in the relationship between market orientation and organizational performance. The fact that this mediating role has been found thus provides a better understanding of how market-oriented behaviors are transformed into superior value for customers.performance evaluation;innovation;statistical analysis;market orientation;studies
Recommended from our members
Multi-channel customer management: A case study in Egypt
Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumersâ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customersâ contact with the organizationâs multi-channels can occur at several touch points through out customer lifecycle. Customersâ behaviours may be differentiated according to the individual or micro level, but it might also differ at an ecological or macro level of analysis (Ramaseshan et al., 2006). In this paper the author has conducted a case study in Egypt to analyze customersâ behaviours at a macro level and customers channel choices, through out the customer lifecycle. The author has used a Structurational Analysis model (Ali and Brooks, 2008) to identify the cultural factors (Ali, et al. 2008) that influence the multi-channel customer management in Egypt
- âŠ