The Impact of CRM System Development on CRM Acceptance

siirretty Doriast

Value-focused objectives for CRM system adoption

• Purpose The purpose of this paper is to define objectives for Customer Relationship Management (CRM) system adoption. The objectives provide a theoretical basis for strategizing about CRM system adoption. The objectives also provide managers to clearly direct CRM system adoption, thus ensuring a highly successful outcome. • Design/methodology/approach The authors conducted a sequential multi-method research in Europe. The initial qualitative phase constituted 62 in-depth interviews. Using Keeney’s (1992) value-focused thinking approach, the authors defined 102 CRM system adoption objectives. Quantitative purification techniques, using a sample of 210 organisations, a more parsimonious set of objectives were developed. The complete set of objectives were classified into fundamental and means objectives. • Findings Results present three fundamental and three means objectives. These objectives allow for successful CRM system adoption. The three fundamental objectives are: maximise CRM organisational culture; ensure an effective relationship with CRM providers; and minimise CRM project risks. The three means objectives are: maximise CRM usage, maximise relational marketing capabilities, maximise CRM orientation. • Practical implications This study provides strategic objectives that can be used by companies to plan adoption of a CRM system. Hence the fundamental and means objectives take the form a strategic planning template. • Originality/value Although technology adoption has been well researched and has also been extended to address CRM systems, the focus has largely been behavioural. The strategic objectives for CRM system adoption, presented in this paper, are novel. Objectives enable decision making and resource planning. The combination of fundamental and means objectives provide a theoretical basis for ensuring successful CRM system adoption.info:eu-repo/semantics/publishedVersio

Security Analysis of an Operations Support System

Operations support systems (OSS) are used by Communications service providers (CSP) to configure and monitor their network infrastructure in order to fulfill, assure and bill services. With the industry moving towards cloud-based deployments, CSPs are apprehensive about their internal OSS applications being deployed on external infrastructure. Today's OSS systems are complex and have a large attack surface. Moreover, a literature review of OSS systems security does not reveal much information about the security analysis of OSS systems. Hence, a security analysis of OSS systems is needed. In this thesis, we study a common architecture of an OSS system for provisioning and activation (P&A) of telecommunications networks. We create a threat model of the P&A system. We create data flow diagrams to analyse the entry and exit points of the application and list different threats using the STRIDE methodology. We also describe various vulnerabilities based on the common architecture that OSS vendors must address. We describe mitigation for the threats and vulnerabilities found and mention dos and don'ts for OSS developers and deployment personnel. We also present the results of a survey we conducted to find out the current perception of security in the OSS industry. Finally, we conclude by stressing the importance of a layered security approach and recommend that the threat model and mitigation must be validated periodically. We also observe that it is challenging to create a common threat model for OSS systems because of the lack of an open architecture and the closed nature of OSS software

The mediating role of customer lifetime value on customer relationship management and business performance

Iran is rich in touristic resources but does not collect enough shares of the international tourism revenues. The main concentration of tourism activities is in Tehran, the capital of Iran, while the other cities like Shiraz and Kish are neglected. As a solution to resolve Iran’s tourism issues, improvement in the performance of tourism-related businesses like hotel services could be an effective element in solving Iran’s tourism problems. Customer Relationship Management (CRM) has been proven effective in increasing hotel’s profitability. Therefore, the aim of this study is to examine the relationships between CRM and Business Performance (BP), CRM and Customer Lifetime Value (CLV), and CLV and BP, as most organizations which implement CRM also implement CLV in order to develop relationships with customers. There is a lack of study examines the mediating role of CLV on CRM and BP. This study was conducted among forty hotels in Shiraz and Kish, involving 120 managers of three to five star hotels. This study used Structural Equation Modelling (SEM) together with Partial Least Squares (PLS) approach. The results showed a significant relationship between CRM and BP, CRM and CLV, and CLV and BP. The results also showed a significant mediating role of CLV on the relationship between CRM and BP. The only CRM dimensions that had influence on BP was technology and the only CLV dimensions that had influence on BP was customer development. Theoretically, this study extend our understanding on the influence of process and technology on CRM. This study reinforces CLV’s role as mediator and suggests that CLV could be an important variable between CRM and BP. Practically, the study provides the hotel management with solution to improve performance of tourism-related businesses like hotel services by properly developing the CRM system. Hotels should cross-sell and upsell to customers to develop customer relationship. This study can be repeated by other industries such as telecommunications, pharmaceutical or air travel industry. Comparative studies could also be conducted among hotels and managers at different levels. Future research could also investigate the customers’ point of view as well as compare the phenomena among hotels and managers at different levels

November 2011

One Question Every Small Business Owner Must Answer — Understanding Your Competitive Advantage Every business owner must be able to answer one very basic question, “Why should a prospective customer buy my product or service rather than a competitor’s?” If the owner cannot answer this question, he or she should probably cut his or her losses and seek alternative employment The 3 R’s for Dealing With Workplace Bullying Workplace bullying is a pressing problem in today’s workplaces. According to the Workplace Bullying Institute (WBI), 35% of the U.S. workforce report being bullied right now! Danita Johnson Hughes gives some tips to employees and leaders on how to stop workplace bullying The Key to Successful Selling: Become a Priority Your product or service cannot become a client’s number one priority until you understand the customer’s priorities. Nathan Jamail lists a couple of things you can do to move buying your product or service up on the customer’s priority list without having to offer a financial incentive or limited time offer Accountability Increases Ability Diane Ciotta outlines effective ways to motivate employees to be more accountable After-Acquired Evidence Comes to the Rescue In a case decided last month, the Court dismissed an employee’s claims for disability. Evidence discovered that the employee filed a counterfeit social security number Small Business Sales Mike Morrell Column Investments and Finance Real Estate Notes Executive Notes The Lists: Inland Empire’s Largest Office Projects Commercial Real Estate Brokers Serving the Inland Empire Fastest Growing Private Companies in the Inland Empire Mortgage Lenders Title Companies in the Inland Empire Computer Column Legal Notes Management Sales Legal HR Restaurant Review Manager’s Bookshelf New Business Lists: County of San Bernardino County of Riverside Executive Time Ou

Toward a contextualized understanding of inside sales: the role of sales development in effective lead funnel management

Purpose The purpose of this study is to provide a contextualized understanding of how business-to-business (B2B) firms use the sales development function for efficient and effective lead funnel management. Design/methodology/approach The authors adopted a qualitative field-study approach and interviewed 13 people from eight firms. While software as a service (SaaS) firms are the most prevalent application context for the sales development function, the authors also included respondents from non-SaaS firms to develop an in-depth understanding of the contextualized nature of the sales development process. Findings Sales development processes can be applied in outbound prospect-focused, outbound account-based, inbound prospect-focused and inbound account-based lead management contexts. The sales development processes of lead research, engagement and handover vary depending on the nature of the lead management context. These processes are supported by the appropriate design of organizational, technological and people platforms. Practical implications The authors explain how sales development as a form of inside sales can support effective lead funnel management in B2B firms through technology-enabled lead research and nurture processes designed to prepare customers for meaningful conversations with field sales. Originality/value To the best of the authors' knowledge, this study is the first to focus purely on the sales development function as a form of inside sales. They explain how the sales development processes relating to lead research, engagement and handover are conducted in four distinct application contexts to qualify leads for the outside salesforce.</p

Exploring sources of competitive advantage in e-business applications: A cross-industries case study in mainland China

A review of existing literature revealed that little theoretical framework exists to capture e-business-enabled value creation through an integrated approach that includes the environmental view and resource-based view (RBV). Furthermore, little empirical research has been conducted to test these theoretical frameworks, in particular in the Chinese business context. The aim of this research is to extend the theoretical and practical understanding of e-business-enabled sources of competitive advantage (SCA) in China. The value chain (VC) concept, virtual value chain (VVC) framework and RBV were identified from the literature as the key constructs to underpin the theoretical basis. The research design used a qualitative research methodology consisting of indepth case studies of nine leading Chinese companies in three industries - housing development, manufacturing, and B2C. The principle finding is the formulation of a theoretical framework for investigating ebusiness value creations which integrates the key constructs of the VVC, online information capabilities (OIC), value system and RVB. This research also proposes a typology of five generic types of key e-business applications which states clearly the relationships between key e-business applications and SCA. Finally, this research demonstrates that e-business value creation features differently between two groups: Internet pragmatist and Internet pioneers. The research offers a number of contributions to the field of e-business value creation. Firstly, it introduces the concepts of OIC and value system to the VVC. It also provides empirical test of the analytical framework. In addition, this research provides an indepth understanding of the relationships between types of e-business applications and key SCA. Finally, this research identifies and explains the key differences and similarities between the three industries, within each industry, and between the two key groups

An investigation into factors of e-CRM influencing customer retention in Afriqiyah Airways.

The problem identified in this research is the lack of understanding and knowledge ofthe factors that produce a propensity towards e-CRM as a predictor of continued customer use. To this end this study investigated the factors contributing to attitude towards the use of e-CRM of that would positively influence customers of Afriqiyah Airways (AAW), contributing to customer retention. The research developed a modified Technology Acceptance Model (TAM) incorporating these factors. The general TAM model proposes that external variables influence perception of ease of use and perception of usefulness of a technology, with perception as a predictor for the adoption of that technology. In our proposed model, the external variables consisted of Trust, Pre-Sales Services, and After-Sales Services, which influenced the variable Perception (borrowed from TAM) that combined perceived ease of use and perceived usefulness ofthe e-CRM system. The research collected data using a survey questionnaire disseminated to 306 customers of Afriqiyah Airways (AAW) in the United Kingdom. Exploratory and Confirmatory factor analysis established the validity of the survey questionnaire. The partial least squares method was employed to analyse the Customer Retention Modified TAM Model used in the study, while simple and multiple regression analysis were used to test the hypotheses of the study concerning the relationships among the variables. The findings of this study, however, demonstrate that Trust plays a direct and significant role on Attitude toward using e-CRM that is not mediated by Perception, although it accounted for less variance in Attitude than it did for Perception. These results imply that Trust may be one of the most important external variables for developing a propensity towards e-CRM among customers, which suggests that Afriqiyah Airways (AAW) and other similar airlines should ensure that elements oftheir e-CRM system contribute to customers' subjective evaluation of trustworthiness of the system. Moreover, the findings also demonstrate that the customer's experience with Pre-Sales Services and After-Sales Services can have an effect on Attitude, which suggests that firms should ensure their customer care systems meet the expectations ofusers of the online system. The findings also have implications for Afriqiyah and other similar firms by indicating that both sale stages can play an important role in the customer's perceptions of an e-CRM system. Hence; when considered together, the finding that Trust, Pre-Sales Services and After-Sales Services each make an important contribution to variance in Perception implies that these external variables antecedent to Perception are necessary for customers to develop a propensity towards e-CRM. In conclusion, the finding that the Customer Retention Modified TAM Model accounts for approximately more than half of the variance in Attitude and that there are rich interrelationships with each other suggests that the four variables of Trust, Pre-Sales Services and After-Sales Services are important predictive factors for explaining the variance in Attitude. This suggests that firms seeking to improve attitudes towards e-CRM should focus on these four constructs to ensure that the elements of the e-CRM system meet with customer expectations. Hence, the final finding of the study is the determination that a positive attitude toward e-CRM use is a necessary prerequisite for customer retention

The research on customer structure characteristics and marketing measures of regional bank agency: a case from the Agricultural Bank of China

With intensified opening degree and increasingly fierce market competition of commercial banks, commercial banks innovate their products constantly and improve their service quality at the same time. The Agricultural Bank of China (ABC) is a state-owned commercial bank that has built branches in all county-level districts. Instead, branches of ABC in county-level have become the weakest links that reduce ABC’s competitive power. If the flaws in customer and market maintenance in the county-level branches are ever to be repaired, in my opinion, meeting customer perceived service quality and customer demands efficiently based on understanding of customer needs should be put in the first priority currently. Firstly, this part studies the customer segmentation of ** branch of Agricultural Bank of China. This thesis puts forward approach to segment bank customers based on the improved k-means clustering. The results show that the improvement algorithm effectively overcomes the defect that traditional k-means algorithm easily falls into local optimal value, increasing the accuracy of customer classification, and contributing to more reasonable clustering results. Secondly, this thesis uses the econometric panel data model to study the relationship between customer structure and bank performance. The results indicate that a good customer structure can bring benefits for banks and improve their competitiveness. Thirdly, this part analyzes different service quality requirements of different types customer in the ** branch of Agricultural Bank of China. We combine service quality evaluation theory and the background of Chinese commercial banks, establishing the SERVQUAL model for the ** branch. The Study has shown that the correlation coefficient between overall perception of service quality and customer satisfaction is positive; the overall perception of service quality and customer willingness to recommend are also positively correlated, but the degree of correlation is lower than the correlation between the overall perception of service quality and customer satisfaction; the correlation of overall perceived quality of service for all samples and willingness to accept the services of other banks correlation was not significant. At the same time, there is still a gap between the customer perceived service quality and customer expectation in the ** branch of Agricultural Bank of China. Finally, according to the results of customer structure classification and service quality survey of the ** branch of Agricultural Bank of China, the marketing strategies for different customer groups are proposed.Com o crescente grau de comercialização da indústria bancária chinesa e a entrada continua de bancos estrangeiros, a competição entre bancos está a tornar-se cada vez mais feroz, e as estratégias dos bancos comerciais com vista a ganhar vantagens competitivas muda gradualmente. Para além do lançamento de uma variedade de produtos financeiros, os bancos comerciais utilizam serviços diferenciados para poder dar resposta á procura do mercado diversificado de consumidores. Estes bancos estão igualmente a começar a entender que para os bancos gradualmente convergirem devem não só atingir uma vantagem competitiva através da oferta de produtos financeiros bem como serviços diferenciados de alta qualidade. Este meio tornou-se na única forma forma que o banco dispõe para poder vencer a sua competição. Portanto, para os bancos comerciais, estamos num período de inovação onde o aumento da qualidade de serviço é inevitável. O Agricultural Bank of China é um banco comercial do estado que possui uma filial em todas as regiões administrativas a nível de condado. Ligações e serviços, citadinos e urbanos tem sido a maior vantagem do Agricultural Bank of China, mas a situação actual não é favorável. A filial a nível de condado tem-se tornado na ligação pior e mais fraca da fundação deste banco. Ao mesmo tempo, bancos privados têm emergido em paridade com o rápido desenvolvimento dos instrumentos financeiros online e, o Agricultural Bank of China, como o representante dos bancos tradicionais está a enfrentar competição feroz. Em especial desvantagem no que toca a recursos ao consumidor e instrumentos online que os outros bancos oferecem. Os bancos comerciais tradicionais, estão desta forma confrontados com a perda de clientes bem como o elevado custo de adquirir novos clientes. O risco operacional do banco aumenta á medida que a estabilidade do mercado consumidor piora. Se querem mudar o status quo das filiais a nível de condado, necessitam entender a actual necessidade da qualidade de serviço ao cliente, analisar as características da procura do consumidor e estabelecer um mecanismo de ciclo virtuoso de mercado-consumidor-beneficio - são as maiores prioridades agora. Baseado nisto, este estudo usará marketing, processo de decisão da gerência, teoria e métodos, mineração de dados, técnicas estatísticas e métodos econométricos para analisar as características de procura do consumidor do Agricultural Bank of China. Primeiro, utilizar a análise de cluster de mineração de dados para efectuar uma estratificação analítica do grupo de consumidores do banco para manter a estrutura da procura dos consumidores e serviços; classificação da informação de procura dos consumidores, acesso ás tendências de procura dos consumidores do banco e tendência de produtos competitivos; na base de quantificar os requerimentos do consumidor, usamos o painel de dados econométricos para efectuar uma análise empírica sobre a estrutura de procura dos consumidores e a performance do Agricultural Bank of China

Матеріали 4-го семінару молодих вчених з комп'ютерних наук та програмної інженерії (CS&SE@SW 2021), віртуальний захід, м. Кривий Ріг, Україна, 18 грудня 2021 р.

Матеріали 4-го семінару молодих вчених з комп'ютерних наук та програмної інженерії (CS&SE@SW 2021), віртуальний захід, м. Кривий Ріг, Україна, 18 грудня 2021 р.Proceedings of the 4th Workshop for Young Scientists in Computer Science & Software Engineering (CS&SE@SW 2021), Virtual Event, Kryvyi Rih, Ukraine, December 18, 2021