3 research outputs found
MODERN CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS (CRM'S) IMPLEMENTATION AND IMMEDIATE EFFECTS ANALYSIS ON SME'S
<p><strong>Purpose –</strong> Our paper looks into the main characteristics of modern CRMs and analyze the implementation stage and immediate effect analysis in 10 diverse Romanian SMEs in a post COVID-19 world.</p><p><strong>Methodology/approach – </strong>The research team conducted a semi structured questionnaire with 10 executive managers and used personal observations, through studying the reactions before and after CRM implementation.</p><p><strong>Research limitations/implications – </strong>Only SME's which implemented the AIDA CRM solution since 2019 were selected as case studies, so that the interviewed managers have a fresher perspective on post-implementation organizational changes and the immediate effects of CRM implementation during the pandemic.</p><p><strong>Practical implications – </strong>Modern CRMs have the ability to increase business profitability and streamline workflows, automating various tasks and achieving team synergies, in order to increase organizational performance and efficiency.</p><p><strong>Originality/value – </strong>The current research gap, considered a missing piece in the research literature, is the area that determines the process and benefits of implementing a modern CRM for Romanian SMEs. Therefore, through this scientific paper we analyzed the determinants of a modern CRM implementation and analyze the immediate benefits in 10 Romanian SME's, each operating in a different field of activity.</p>
The Innovative Use of Intelligent Chatbot for Sustainable Health Education Admission Process: Learnt Lessons and Good Practices
This article presents the methodology of creation of an innovative used by intelligent chatbots which support the admission process in universities. The lifecycle of the ontology, unlike the classical lifecycles, has six stages: conceptualization, formalization, development, testing, production and maintenance. This leads to sustainability of the chatbot, called Ana, which has been implemented at the “Iuliu Hatieganu” University of Medicine and Pharmacy from Cluj-Napoca during the admission session throughout July–September 2022, for international candidates. The sustainability of the chatbot comes from the continuous maintenance and updates of the ontology, based on candidates’ interraction with the system and updates of the admission procedures. Over time, the chatbot is able to answer the questions according to the present situation of the admission and the real needs of the candidates. Ana had a huge impact, succeeding to resolve a number of 5173 applicants requests, and only 809 messages was transferred to the human operators, statistics which show a high cost-benefit improvement in terms of reducing the travel expenses for the candidates and also for the university. The article also summarizes the good practices in developing and use of such an intelligent chatbot
AN ANALYSIS OF FINANCING SMEs IN THE ROMANIAN ECONOMY DURING AND POST COVID-19 CRISIS
<p><strong>Purpose</strong> – The aim of this paper is to show how financing SMEs has changed during and post COVID-19 pandemic in Romania. The paper analyzes how the financing of SMEs changed in the period of Covid and what are the perspective after Covid. </p><p><strong>Methodology/approach</strong> -The article uses quantitative research using reports published by Research Institutes or professional associations.</p><p><strong>Findings</strong> – Romanian SMEs tend to use self-financing as the main source of financing their activity and the alternatives sources tend to become more interesting. As a result, the factoring, leasing and crowdfunding market are increasing.</p><p><strong>Research limitations/implications</strong> – The research offers a non complete image regarding the financing of the Romanian SMEs after the COVID crisis due to the limited access to data regarding the sources used by companies.</p><p><strong>Practical implications</strong> – The paper offers to the interested parties (researchers, entrepreneurs etc.) ideas about alternatives sources of financing besides the traditional ones and the way that they can be used to optimes the capital structure of the companies.</p><p><strong>Originality/value</strong> – The research offers an analysis of the alternative sources of financing for Romanian SMEs and propose solutions to consider in case of future crisis.</p>