Best Practices for Customer Resource Management (Crm)

This thesis will help to define the best practices for implementing a CRM (Customer Resource Management) system in corporate enterprises. The notion that CRM is just an Information Technology Software Application is shortsighted. CRM is a more global design incorporating vendors, supply chains, enterprises, and customers. In presenting this dissertation, I follow proven and respected processes in order to set a foundation that is necessary for a structured research framework to identify best practices in CRM systems

Marketing plan of Oriental Yuhong Company

The COVID-19 outbreak, which started in 2020 and has continued globally since then, has largely changed the way human beings live and work, and has also caused different impacts and effects in various industries. The purpose of this project is to develop a new marketing plan to address the decline in operating revenue and profit of Oriental Yuhong Company in 2022. This thesis uses literature review method, case study method and questionnaire method, and conducts external, internal and competitive analysis, and uses 4P marketing model to formulate a new marketing plan. The final conclusion of this thesis: Firstly, the company needs to reposition the new product market and focus on R&D innovation. Then, vigorously develop the application of the Internet, improve the enterprise network information system, and establish the service system of O2O marketing mode. And it should pay attention to the change of consumer demand in key markets and keep up with the change of policy and general environment.O surto de COVID-19, que começou em 2020 e tem continuado a nível mundial desde então, alterou em grande medida a forma como os seres humanos vivem e trabalham, tendo também causado diferentes impactos e efeitos em vários sectores. O objetivo deste projeto é desenvolver um novo plano de marketing para fazer face ao declínio das receitas operacionais e dos lucros da Oriental Yuhong Company em 2022. Esta tese utiliza o método de revisão da literatura, o método de estudo de casos e o método de questionário, e realiza análises externas, internas e competitivas, e utiliza o modelo de marketing 4P para formular um novo plano de marketing. A conclusão final desta tese: Em primeiro lugar, a empresa precisa de reposicionar o mercado de novos produtos e concentrar-se na inovação de I&D. Depois, desenvolver vigorosamente a aplicação da Internet, melhorar o sistema de informação da rede da empresa e estabelecer o sistema de serviço do modo de marketing O2O. Além disso, deve prestar atenção à evolução da procura dos consumidores nos principais mercados e acompanhar a evolução da política e do ambiente geral

SMEs’ Entrepreneurship from the Perspective of Social Networks

Companies utilize social networks which don\u27t entail any additional resources to promote their products, services as well as brands, build a brand image and handle customer relationships. Therefore, numerous SMEs are more likely to turn to social media when they launch a business. The current research mainly uses questionnaires or case studies to illustrate the benefits resulted from using social media by SMEs to start up a business. A large amount of information flow in social media has brought a lot of opportunities to SMEs. Still, meantime it also puts more pressure on SMEs that lack funds and technology to use such information. In the end, whether social media brings benefits or disadvantages to entrepreneurship still needs empirical data to confirm. From this perspective, this article looks for empirical data to demonstrate the role of social media in entrepreneurship for SMEs. This study obtains relevant data of sample companies from e-commerce and social media websites and applies the data envelopment model to measure the efficiency of these enterprises using social media entrepreneurship

Improving enterprise decision-making : the benefits of metric commonality

Thesis (S.M.)--Massachusetts Institute of Technology, Dept. of Aeronautics and Astronautics, 2010.Cataloged from PDF version of thesis.Includes bibliographical references (p. 94-97).The objective of this research is to identify a new approach in managing, and making internal program-level decisions from, externally tracked performance metrics. Industry observations indicate the increasing challenge for program managers and internal development teams to identify performance improvement opportunities for products, services, organizations, etc., in an effective and efficient manner based on tracked performance metrics by external customers. Literature on metrics; performance measurement selection, systems, and frameworks; the concept of commonality; and designing across a life cycle is assessed and helps generate a new concept of commonalizing metrics across an operating life cycle to address this issue. It is hypothesized that despite the uniqueness of each external stakeholder, the tracking of a small set of common performance metrics at different operating life cycle phases across all external stakeholders would result in more accurate decision-making in identifying the most value-added performance improvement opportunities, increased enterprise-level communication, and lower incurred costs. A detailed case study of a technical product with multiple customers whose external data drives internal program decisions is presented to address (1) if metric commonality is plausible, (2) what the expected benefits are of implementing this new decision-making tool, and (3) how these common metrics would change over the course of the product's operating life cycle. A historical data analysis and initial customer interviews established the architecture of the program's current state. Internal development team expert interviews and a second round of customer interviews were performed in an effort to identify an optimal set of common metrics the external stakeholders could track for this program. Also identified were proper adoption attributes that would need to be considered to not only drive this new decision-making tool through this enterprise, but also to address some of the barriers that influenced the program's current state. The triangulation of the historical, developer, and customer data sets produced a list of less than a dozen common, value-added metrics for this program, with most of these metrics consistently measured throughout the operating life cycle, supporting the plausibility of this new decision-making tool. Having all stakeholders recording the same metrics also improves the efficiency and effectiveness of making the right product improvement decisions, as well as increases communication within the product community. The study also provides insight into the importance of the voice of the customer, the relationship between metrics and strategic planning, the connection to lean thinking, and a new performance measurement framework; and is considered an excellent starting point for future detailed studies in this area.by Alissa H. Friedman.S.M

Evaluation and improvement on service quality of Chinese university libraries under new information environments.

The rapid development of information technology in the recent years has added a range of new featuresto the traditional information environment, which has a profound impact on university library services and users. The Quality of Service parameter in library services has reached a broader consensus,which directly reflects customer satisfactions and loyalty. Exploring the evaluation frameworks for service quality in university libraries cannot be undermined in this context. Besides, existing evaluation frameworks of service quality of university library services are also facing numerous challenges due to their imperfections. Thus,there is an urgency and necessity to explore and enhance the efficiencies of the evaluation frameworks of service quality. To this end, this thesis conducts a systematic analysisof evaluation frameworks with a motivation of identifying the core components that needs enhancements for achieving effective service quality in Chinese university libraries through empirical methods. Furthermore, the inferences extracted from the analysis has been exploited to provide suitable recommendations for improving the service quality of university libraries.N/

Social support, social capital and online community e-loyalty: an empirical study

Online communities, as an essential manifestation of online social relationships, sociality factors (including social support factors and social relationship factors, etc.) ought to facilitate the formation of community trust and community satisfaction. However, although the existing literature has explored the underlying mechanisms of online community trust and satisfaction formation, few studies implemented research from the integrated sociality perspectives. In this thesis, we integrate social capital theory and social support theory to consider social capital and social support as important antecedent social factors in forming community trust and community satisfaction, which influence users' trust and satisfaction in online communities. Community trust and satisfaction further promote community loyalty. Specifically, this thesis scrutinizes the influence of three levels of social support factors such as information support, emotional support, and human-computer network management support and three kinds of social capital such as structure, cognition, and relationship to online community trust and satisfaction. Based on the proposed research model, 430 online community users' survey data were collected through an empirical questionnaire and the research model was tested through the partial least squares structural equation model method. The results of the thesis suggest that social support factors, including information support, emotional support, and interpersonal network interaction support, and social capital factors including structural capital, relational capital, and cognitive capital significantly affect community users' loyalty not only directly but also indirectly through enhancing community users' trust and satisfaction. Thus, users' trust and satisfaction with the community are significant mediating variables.Nas comunidades online, como uma importante manifestação das relações sociais online, os fatores de socialidade (incluindo fatores de apoio social e fatores de relacionamento social) devem facilitar a formação de confiança e satisfação da comunidade. No entanto, embora a literatura existente tenha explorado os mecanismos subjacentes à formação da confiança e da satisfação da comunidade online, poucos estudos consideraram a perspectiva social de forma integrada. Nesta tese, integramos a teoria do capital social e a teoria do suporte social para considerar o capital social e o suporte social como importantes fatores sociais antecedentes na formação da confiança e satisfação da comunidade, que influenciam a confiança e a satisfação dos utilizadores em comunidades online. A confiança e a satisfação da comunidade promovem ainda mais a lealdade da comunidade. Especificamente, esta tese estuda a influência de três níveis de fatores de suporte social - suporte de informação, suporte emocional e suporte de gestão da relação homen-computador - e três tipos de capital social - estrutura, cognição e relacionamento - na confiança e satisfação da comunidade online. Com base no modelo de pesquisa proposto, 430 observações de utilizadores de comunidades online foram recolhidos através de um questionário. O modelo de pesquisa foi testado através de métodos de equação estruturais. Os resultados da tese relevam que fatores de suporte social, incluindo suporte de informação, suporte emocional e suporte de interação de rede interpessoal, e fatores de capital social, incluindo capital estrutural, capital relacional e capital cognitivo, afetam significativamente a lealdade dos utilizadores da comunidade, não apenas diretamente mas também indiretamente, aumentando a confiança e a satisfação dos utilizadores da comunidade; a confiança e a satisfação dos usuários com a comunidade são variáveis mediadoras importantes

The Value Co-creation of Private Equity Fund in China -- Customer Participation, Virtual Vehicle and Service System

In China, based on the existing and dominant management method of private equity fund (PE), a general partner (GP) takes full responsibility for the running of PE This entails a closed management style for all activities of the fund, such as investment, fundraising and management. GP creating value and limited partner (LP) sharing value is still the current mainstream management method. However, in recent years, due to the change of the whole economic structure and environment in China, the profit rate and the project survival rate of PE under the management of GP has declined dramatically necessitating consideration of alternative methods of management to respond to these challenges. Academic research on customer participation and value co-creation under a Service-dominant logic (S-D) framework has been studied for many years in China and worldwide. However, there has been less research on customer participation value co-creation under service-dominant logic, especially as evidenced by empirical evidence from China's PE industry. Research on this issue can have a positive impact on dealing with the current problems faced by China's PE industry. Therefore, this thesis explores these basic and important problems. According to the service-dominant logic, this study focuses on customer participation value co-creation, value co-creation vehicle and value co-creation service system. Value co-creation is an important part of S-D logic, which is created value jointly by the customer and the enterprise. Value co-creation could increase the perceived value and the loyalty of customer. Therefore, based on S-D logic, this thesis tries to illustrate a new pathway to solve these problems for China's PE funds in a logical manner combining theoretical insights with empirical evidence. The research questions that this thesis addresses are as follows. Firstly, the hypothesis is verified that the value co-creation of customer participation has a significant positive impact on customer perceived value. Moreover, the complete mediation effect of customer participation in value co-creation of PE on customer perceived value is explored. Secondly, using actual PE (APE) to build a special vehicle, which is a virtual PE (VPE) which provides a platform for customer participation in PE value co-creation processes. It demonstrates that customer participation (engagement) has a partial mediation effect in value co-creation processes. Thirdly, APE and VPE jointly carry out value co-creation, this interaction process not only makes the high-level integration and optimization of resources possible but will also bring unexpected creativity to PE. This needs to be supported by the service system. In the constructed service system, this thesis focuses on researching customer demand preference discovery and Clustering modeling, in order to determine potential customer demand and value propositions; it also studies collaborative filtering recommendation and decision-making and discusses collaborative decision-making mechanisms for PE. Finally, this thesis focuses on PE equity assets monetization and transaction method. Further, it emphasizes that the fair value of PE equity assets should not be the scalar algebraic sum of the initial value + expected excess return value, but the vector sum (module) - composite value of the complex number. This thesis provides recommendations and conclusions for management strategies for those working in the Chinese PE industry to pursue in strengthening all aspects of value co-creation

Supporting SMEs´ Internationalisation through a Deeper Understanding of Government Comprehensive Support: A Case Study of German Manufacturing SMEs

This research addressed the question ‘How can German SMEs use a variety of economic promotion programmes provided by government organisations to foster internationalisation’ and aimed to develop a theoretical framework for the promotion of international activities. It has become apparent that this subject was underrepresented in the literature. In particular, the anchoring of a government network perspective, which forms the basis of the theoretical framework for a comprehensive government support system to foster internationally active SMEs, was not existent within the institutional network theory. The philosophical worldview pragmatism is the methodological background. Based on this, a mixed method approach was chosen, which consisted of a preliminary study part and the main study part. The preliminary study included a quantitative enterprise survey and a usability testing of the central funding database available to enterprises in Germany. Based on the findings from these studies, a case study followed to gain deeper knowledge from the perspective of different enterprises in order to derive a useful theoretical framework. Based on the empirical findings, a theoretical framework emerged consisting of a closely interconnected governmental support network that includes various governmental organisations offering support instruments for SMEs’ internationalisation. As a key success factor within this one-house approach, the SMEs highlighted the involvement of a central coordinating body that manages the majority of the interaction between the government organisations and the enterprises. Furthermore, the findings implied several critical success factors that are important for an efficient use by the enterprises. The findings from the research confirmed that a stricter government network perspective is needed within the existing institutional network theory. This emerging approach must be the basis on which SMEs can benefit more from a comprehensive government support network in internationalisation. The findings expanded the knowledge about the concrete elements of a coherent theoretical framework that was only rudimentarily anchored in the previous literature. In particular, the inclusion of the enterprise's point of view in the development of a framework was important, as previous research focused strongly on the government perspective

Enterprise business ecological strategic capabilities and enterprise group ecosystem health: an analysis based on the Sichuan Port and Channel Development Enterprise Group

An enterprise group is a complex group of independent enterprises that are linked by a number of formal or informal relationships. Regarding enterprise group as a kind of business ecosystem, this dissertation explores the relationship between enterprise’s business ecological strategic capabilities and enterprise group’s ecosystem health based on Sichuan Port and Channel Development Enterprise Group, adopting business ecological perspective, enterprise capability theory and social network analysis theory. From ecological perspective, enterprises within a business ecosystem will be playing different roles. Therefore each of them will be having different basic strategic capabilities corresponding to its specific role, which will not only be influencing the enterprise’s own performance, but also stimulate the system’s ecosystem health. This dissertation used role-capabilities matching model to measure enterprise’s business ecological strategic capabilities, and construct a regression model of the enterprise’s role-capabilities matching rate and performance. We demonstrated and clarified enterprises business ecological strategic capabilities’ influence to the enterprise group’s ecosystem health. We proposed relevant theoretical hypotheses of the relationship between enterprise’s rolecapabilities matching rate and enterprise group’s ecosystem health, the every dimension of business ecological strategic capabilities of niche player and enterprise group’s ecosystem health, and verify our hypotheses using data from questionnaires responded by the top management in Sichuan Port and Channel Development Enterprise Group’ s enterprises. Main conclusions drawn were that 1) the higher the enterprise’s role-capabilities matching rate was, the better the enterprise group’s ecosystem health would be; 2) The niche player’s business ecological strategic capabilities of every dimensions have a positive impact on the enterprise group’s ecosystem health, yet different dimensions of business ecological strategic capabilities have different mechanisms in impacting such performance. Our findings have practical significance in enterprise group governance.Um grupo empresarial é um grupo complexo de empresas independentes ligadas por várias relações formais e informais. Considerando o grupo empresarial como um tipo de ecossistema empresarial, com base no Grupo Empresarial do Desenvolvimento do Canal e do Porto de Sichuan, esta dissertação explora a relação entre capacidades estratégicas ecológicas de negócios da empresa e a saúde do ecossistema do grupo empresarial, adotando a perspetiva ecológica de negócios, teoria de capacidade empresarial e teoria de análise de redes sociais. Do ponto de vista ecológico, as empresas num ecossistema de negócios desempenharão papéis diferentes. Por isso, cada um deles terá diferentes capacidades estratégias básicas, correspondentes ao seu papel específico, que não apenas influenciarão o desempenho da própria empresa, mas também estimularão a saúde do ecossistema. Esta dissertação usa o modelo de função-capacidade para medir as capacidades estratégicas ecológicas de negócios da empresa e constrói um modelo de regressão sobre a taxa de correspondência de função-capacidade da empresa e o seu desempenho. Demonstrámos e esclarecemos a influência das capacidades estratégicas ecológicas de negócio da empresa na saúde do ecossistema do grupo empresarial. Baseado na revisão extensiva de literatura na área de perspetiva ecológica de negócios, de teoria de capacidade empresarial e de teoria de análise de redes sociais, propomos hipóteses relevantes à relação entre a taxa de correspondência de função-capacidade da empresa e a saúde do ecossistema do grupo empresarial, entre cada dimensão das capacidades estratégias ecológicas do jogador de nicho e a saúde do ecossistema do grupo empresarial. Pesquisamos na relação entre empresas no ecossistema do grupo empresarial, as capacidades estratégicas ecológicas de empresa, a saúde do ecossistema do grupo empresarial, com base nos questionários feitos pela administração sénior das empresas do Grupo Empresarial do Desenvolvimento do Canal e do Porto de Sichuan e verificamos as nossas hipóteses através dos dados obtidos a partir dos questionários. As conclusões são: 1) mais alta a taxa de correspondência de função-capacidade da empresa, melhor saúde do ecossistema do grupo empresarial; 2) as capacidades estratégicas ecológicas de negócios de cada um dos participantes de cada dimensão têm um impacto positivo na saúde do ecossistema do grupo empresarial, mas diferentes dimensões das capacidades estratégicas ecológicas de negócios têm mecanismos diferentes para influenciar esse desempenho. Os nossos resultados não apenas contribuem para a construção do ecossistema de negócios dentro do grupo empresarial, mas também têm significado teórico para estudos quantitativos sobre micro-questões relacionadas ao ecossistema de negócios