Management of Customer Relationship Management (CRM) Technological Attributes in Brazil: A B2B Relationship in the Software-Media Development Sector

Customer Relationship Management (CRM) represents a technological application based on the philosophy of Relationship Marketing and it recommends the interaction with high value consumers. Relating CRM to new social technologies, CRM 2.0 or social CRM deals with the relationship between companies and customers using online platforms such as blogs, RSS, forums and social network sites, among other facilities. Through a comparative study based on qualitative indicators, this article draws a relationship between CRM theory and practice. In two high technology organizations it was identified that, although the indicators are appropriate to the business practices, their usage and understanding are oriented by the nature of businesses and by the company characteristics. Empirical results show that technology structure, data collection and analysis tools and interactive sales tools favor CRM. In this paper, four variables are treated theoretically and empirically: Information Technology; Information tools, where the Database and the Storage of Debugged Data are included; Data Mining; and, the Sales Force Automation Facilities

Membangun CRM (Customer Relationship Management) Pada Usaha UMKM Bola Ubi di Kota Batam

Sustem of the developing technological advances for various business sectors, namely Micro, Small and Medium Enterprises (MSMEs) its call CRM. MSMEs keep up with technological developments by innovating in order to survive and reinforce the long-term relationships that are fostered between businesses and customers. The aim is to help MSMEs automate sales, marketing, and increase customer attention by providing services through social media to support MSME services better in business development, with the topic of how to build customer relationship management (CRM) in the UMKM Bola Ubi Batam City business. The results that Bolaubi Batam UMKM in building Batam City Customer Relationship Management (CRM) uses 3 stages, namely acquire, enhance, and retain. The CRM system that has been implemented is good and is very suitable for Bolaubi's MSME business in utilizing technology through social media, namely whats app business, Instagram, web, Facebook, web, and grabfood, gofood and shoopee food applications used as a form of business interaction tool and operational system support currently running between UMKM Bolaubi and customers and reaching more new customers. This application is made according to customer needs, so that customers increase with better service, long-term relationships are maintained with customers, it is also a solution in the ease of transactions, information and communication with UKMK Bola Ubi

Human-centredness in customer relationship management implementation research: Towards a holistic perspective

The application of information technology (IT) to marketing through customer relationship management (CRM) software is growing rapidly, but the risk of failure remains high. We argue that research in CRM implementation success should focus more on human-centred issues. In this study we introduce a conceptual framework for a holistic view of humans in CRM and apply the framework to earlier research on CRM implementation. The results indicate that in most CRM approaches the prevailing conception of humans is monistic. The human being is seen as consisting of only one basic mode of being in that humans are conceptualized as objects without any mental and social qualities. We suggest that a more holistic approach to human beings as users of a CRM system would benefit CRM implementation

Exploring CRM through Technology-enabled Experience in Virtual Environment: The Era of COVID-19

Purpose: The purpose of the study is to explore the application of Augmented Reality (AR) technology to enhance interactivity and decision making via technology-enabled experience particularly, in the context of COVID-19. This study investigated effects of perceived utilitarian value, hedonic value, social value, and perceived risk on customer satisfaction with AR technology that are rarely examined in previous studies. Research design, data and methodology: Online survey data was used in the study. This study applied factor analysis and regression analysis to test the hypotheses and employed ANOVA and mediation effect analysis to explore additional findings. Results: The results suggested that customers’ perceived usefulness, arousal, social preference, innovativeness, financial risk, and performance risk have statistically significant effect on customer satisfaction. Conclusions: The findings of the study provided managerial and policy implications to develop and advertise the introduction of AR technology with the emphasis on the practical and utilitarian benefits of the technology. The result of this study highlighted the importance of customer relationship management by providing advanced services to customers through AR technology. This study contributes to technology-enabled CRM literature by providing the empirical result to verify the assumption that AR technology can be an effective tool of firms’ CRM strategy2

A Role of Knowledge Level of Employees in Customer Relationship Management With Special Reference to Lic

Purpose: Role ofknowledge level of employees in customer relationship management with special reference to LIC. In order to investigate a range of factors of CRM in LIC of India. In this specially concentrate to understand the knowledge level of the employees as perceived by the customer.   Theoretical framework: The theoretical frame work of the study, CRM is assessed the Knowledge level of employees isthe independent variables and the customer satisfaction is the dependent variable in the study. CRM is shown influencing the customer satisfaction. The significant influences of the factors on CRM vary according to different demographic profiles and views on policy holdings.   Design/Methodology/Approach:Descriptive research design was use in this studyThe prime data were collected from the sample of the respondents was identified from the total population of lic policy holders. The statistical analysis was carried out with the application of SPSS package. Both Descriptive and Inferential Analysis were carried out. The tools for the Inferential Analysis included Independent Sample t-test, One Way ANOVA, Chi Square Test, Friedman Test, Correlation and Regression.   Findings: The findings of the study based on output of the study. Henceforth reasoned that there is a huge distinction between mean positions towards Factors of Customer Relationship Management. In light of mean position, Customer Engagement is the main variable of CRM, trailed by Deployment of Modern Technology Knowledge level of the Employees etc. There is no importance contrast between capability of representatives concerning the Factors of Knowledge level of the Employees, There is significance contrast among male and female of laborers with respect to the Factors of Knowledge level of the Employees. The connection coefficient between Perception on Explanation of various items and Ready for Clarification is positive connections between Perception on Explanation of various item and Perception on Ready for Clarification .The connection coefficient between Explanation of various item and Recommending Right Schemes is positive connections between Explanation of various item and Recommending Right Schemes. The connection coefficient between Perception on Explanation of various items and Knowledge about Procedure is positive connections between Perception on Explanation of various items and Easy Acquisition of Policy and also different variables are decidedly corresponded with one another.   Research, practical & social implications:This article express a different perspective on CRM in LIC.The results of this study indicate knowledge level of employees has a strong impact on customer satisfaction. Therefore top management should implement latest technology based increase the knowledge level of employees. To increase the knowledge level of employees to help the increasing satisfaction level of policy holders. It is intended to help guide and reassure current and potential Ph. D students.   Originality/value:To date, no systematic review has been conducted on the knowledge level of employees in LIC .This paper makes an important contribution to knowledge level of employees in CRM

CRM Framework for Higher Education in Mauritius

This research paper provides a conceptual CRM framework that may be used by public universities in Mauritius for managing student relationships. Several important components have been identified for improving relationships with students based on a survey carried out with students and staff in the different public universities in Mauritius. The research findings show that people integrity and trust, communication and adaptation, facilitation and support, technological support and student engagement activities are the most important factors for improving relationship building. The rationale of the study is built upon the increasing number of student complaints and problems in the public universities. The research outcome will be highly beneficial for the different stakeholders in higher education

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 consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points through out customer lifecycle. Customers’ 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 customers’ 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

Rural consumers' adoption of CRM in a developing country context

This paper illustrates how understanding consumer preferences through market research may enhance CRM adoption among the rural customers of a developing country like Bangladesh. It presents the case of Community Information Centre (CIC) established by Grameenphone, a company owned by Telenor, the Norwegian telecommunications company and Grameen Bank, the Nobel prize winning micro credit organisation in the rural settings of Bangladesh. The paper shows that CIC is an innovative way of building and maintaining customer relationships and technological interface with the financially constrained consumers in a poor developing economy like Bangladesh