Business Drivers for CRM Adoption in the Software Services Sector: A Case Study Analysis

This study was undertaken to gain better understanding of the business drivers for CRM adoption in software service companies. The literature on CRM gives the impression of being inconsistent. The objective is to uncover the market trend and reasons for CRM adoption. A case study analysis involving three Bangalore based software service firms which implemented CRM, was done. Semi-structured interview method was used for gathering data. The key finding of this research is that competition and customer retention are the major motivators for a firm to adopt CRM. Software services companies are fast emerging all over the world especially in South Asia. These companies operate in a very competitive market and there is a need to differentiate a service from the competition, for endurance. One of these differentiators could be the adoption of CRM to improve service, performance, customer satisfaction and productivity. However, the process of CRM adoption in the service industry has not yet been studied. The value of this paper is that it illustrates how a case study approach can be used to understand the real market scenarios and identify business drivers for CRM adoption by software service firms. Keywords: Software service industry, CRM implementation, Key drivers, Case study investigatio

CRM Success Factors in Software Services firm: A Case Study Analysis

This study is undertaken to gain better understanding of Customer Relationship Management (CRM) success factors in software service and Information Technology (IT) companies. The literature on CRM gives the impression of being inconsistent. The objective is to uncover the success factors associated with a CRM project. A case study involving a Bangalore based IT company which had implemented CRM, was done. Semi-structured interview method was adopted for gathering data. The key finding is that effective leadership is critical for CRM success. The study confirms that the people, process and technology factors are crucial for a CRM program. IT companies are emerging significantly all over the world especially in Asia. These companies operate in a very competitive market and there is a need to distinguish a service from the competition, for survival. The effective use of CRM systems to improve service, performance, customer satisfaction and productivity is essential. However, the success factors for CRM in the service industry have not yet been studied. The value of this paper is that it illustrates how a case study approach can be used to understand the real CRM success factor in software service firms. Keywords: Software service industry, CRM success factor, Implementation, Case study investigatio

CRM Implementation in a Software Services firm: a Case Study Analysis

This study is undertaken to gain better understanding of CRM implementation in software service companies. The literature on CRM gives the impression of being inconsistent. The objective is to uncover the process of CRM implementation. A case study involving a Bangalore based software service firm which had implemented CRM, was done. Semi-structured interview method was adopted for gathering data. The key finding is that effective leadership is critical for CRM success. Also, findings have shown that CRM implementations have been successful and thus achieved corporate satisfaction. The study confirms that the people, process and technology factors are crucial for a CRM program. Software Services companies are emerging significantly all over the world especially in South Asia. These companies operate in a very competitive market and there is a need to distinguish a service from the competition, for endurance. The effective use of CRM systems to improve service, performance, customer satisfaction and productivity is fundamental. However, the process of CRM implementation in the service industry has not yet been studied. The paper outlines a guideline for a flexible CRM program. The value of this paper is that it illustrates how a case study approach can be used to understand the real implementation process by software service firms. Keywords: Software service industry, CRM implementation, Key drivers, Case study investigatio

Parametric study to mitigate fretting fatigue in dovetail joint of aeroengine compressor

Fretting fatigue is most likely to occur in the dovetail joint of aero engine compressor resulting in small amplitude displacement of a few micrometers. This leads to degradation of the material in the form of fatigue strength and corrosion. This paper reports optimal conditions of blade geometrical parameters such as flank length, flank angle and coefficient of friction in order minimize the failure due to fretting fatigue. ANOVA indicated that Von-mises stresses, deformation, contact pressure and sliding distance were influenced by coefficient of friction and flank angle. While deformation, contact pressure and sliding distance decreased with increase in coefficient of friction and increased with increase in flank angle and flank length. Von-mises stress increased with increase in coefficient of friction. Response surface methodology results indicated that the optimum value of Von-mises stress (328.24 MPa), deformation (153.87 µm), contact pressure (275.48 MPa) and sliding distance (80.66 µm) were found at coefficient of friction 0.35, flank angle 65° and flank length of 12 mm which were in agreement with those of grey relational analysis results

Study of Vibration Behaviour of Stiffened Polymer Composite Shells for Underwater Structural Applications

This paper presents vibration behavior of ring stiffened polymer composite thick shells used for underwater structures. Filament wound shells stiffened with internal and external rings and with hemispherical ends were tested for vibration in air and water in free-free boundary condition using roving hammer and fixed response method. Modal testing of the shells was performed under hydrostatic loading in a custom designed buckling tester for determining natural frequency at higher sea depths. Accelerometer was mounted on the inner surface of the shell. It was excited using a plumbob, rope and pulley arrangement. Experimental results were validated by modal analysis using Hyperworks and ANSYS. Vibration behavior in water was simulated by Fluid structure interaction approach. Experimental first natural frequency in water was lesser than that in air. With increase in hydrostatic pressure, the shell showed moderate variation in natural frequency. The experimental and numerical results of natural frequency and mode shapes were in good agreement with each other. Natural frequencies were lower in long and thick shells

General anaesthetic and airway management practice for obstetric surgery in England: a prospective, multi-centre observational study

There are no current descriptions of general anaesthesia characteristics for obstetric surgery, despite recent changes to patient baseline characteristics and airway management guidelines. This analysis of data from the direct reporting of awareness in maternity patients' (DREAMY) study of accidental awareness during obstetric anaesthesia aimed to describe practice for obstetric general anaesthesia in England and compare with earlier surveys and best-practice recommendations. Consenting patients who received general anaesthesia for obstetric surgery in 72 hospitals from May 2017 to August 2018 were included. Baseline characteristics, airway management, anaesthetic techniques and major complications were collected. Descriptive analysis, binary logistic regression modelling and comparisons with earlier data were conducted. Data were collected from 3117 procedures, including 2554 (81.9%) caesarean deliveries. Thiopental was the induction drug in 1649 (52.9%) patients, compared with propofol in 1419 (45.5%). Suxamethonium was the neuromuscular blocking drug for tracheal intubation in 2631 (86.1%), compared with rocuronium in 367 (11.8%). Difficult tracheal intubation was reported in 1 in 19 (95%CI 1 in 16-22) and failed intubation in 1 in 312 (95%CI 1 in 169-667). Obese patients were over-represented compared with national baselines and associated with difficult, but not failed intubation. There was more evidence of change in practice for induction drugs (increased use of propofol) than neuromuscular blocking drugs (suxamethonium remains the most popular). There was evidence of improvement in practice, with increased monitoring and reversal of neuromuscular blockade (although this remains suboptimal). Despite a high risk of difficult intubation in this population, videolaryngoscopy was rarely used (1.9%)

Drilling of In-Line Compression Molded Jute / Polypropylene Composites

Compression molding can be used to fabricate polymer composites with long-, short- and intermediate-length fibers. In-line compression molding reduces cycle time through a single-step process in which fibers are directly introduced into the molten polymer in the extruder which is directly molded. It eliminates additional stage of heating and processing and hence is preferred in industries. This paper deals with the influence of fiber type and direction, coupling agent, spindle speed, feed rate, drill material and diameter on delamination and thrust force in in-line compression molded jute/polypropylene. Thrust force was greater in the specimens with 30 wt% long fiber, in longitudinal direction processed without coupling agent and drilling with high-speed steel drill. Delamination was severe in chopped fiber composites, in longitudinal direction processed without coupling agent and with cobalt-high-speed steel tool. Effect of speed, feed, drill diameter and tool material was analyzed using ANOVA, signal-to-noise ratio and Grey relational analysis. Residual tensile strength reduced by 24.7% in the composites drilled using the optimized parameters

Effect of chopped/continuous fiber, coupling agent and fiber ratio on the mechanical properties of injection-molded jute/polypropylene composites

This paper presents the development of jute/polypropylene (PP) composites by twin-screw extrusion and injection molding. Jute/PP was compounded using twin-screw extruder and injection molded. The effects of chopped/continuous fibers, coupling agent and fiber ratio on mechanical properties were investigated. Tensile and flexural moduli of continuous jute/PP were greater than those of chopped fiber/PP. Tensile, flexural and impact strengths were greater in chopped fiber/PP along with elongation at break. Coupling agent improved the tensile and flexural strengths, and these increased with fiber content, whereas impact strength and elongation at break decreased with fiber loading. The results were analyzed using ANOVA and regression analyses

Investigation of Influence of Spin Coating Parameters on the Morphology of ZnO Thin Films by Taguchi Method

The objective of this research was to investigate the influence of spin coating process parameters on the thickness and surface roughness of Zinc oxide (ZnO) thin films using L9 Orthogonal Array. ZnO thin film was deposited on glass substrate at room temperature by sol-gel spin coating method. Spinning speed, spinning duration, volume of the solution and molar concentration of the precursor were studied as experimental factors. Molar concentration of the precursor significantly influenced both coating thickness and surface roughness. Combination of least coating thickness of 492 nm and best surface roughness of 3.27 nm was achieved at 5000 rpm spinning speed, 0.75 ml volume of the solution and 0.4 M Molar concentration of the precursor. But, the spinning duration was 30 seconds for the coating thickness of 492 nm and 60 seconds for surface roughness of 3.27 nm. Atomic Force Microscopy, X-ray diffraction and Scanning Electron Microscopy were used to analyze the surface morphology of the ZnO thin films