DEVELOPMENT AND IMPLEMENTATION OF A WEB-BASED TAILORED CRM SOLUTION: AN ACTION RESEARCH FOR A TEXTILE COMPANY IN TURKEY

WOS: 000440377600001The necessity to constantly follow the expectations and needs of customers and to develop value-added strategies has arisen for companies that work under dynamic environments. Customer Relationship Management (CRM) software solutions make it possible to offer customized services and develop value-added strategies easily. The need for a web-based CRM software solution emerges due to the fact that current CRM software packages fail to fit the needs of companies with complex processes particularly. In this regard, the present study aims to develop and implement a web-based CRM solution to find solutions to the unique customer relationship problems of a textile company that has complex processes and a broad product range. An action research methodology is conducted with two continuing cycles. Findings of the study reveal the impact of technological and organizational activities on the development and implementation of a web-based tailored CRM solution as well as the importance of these factors for sustainable achievement

Competency Gap Identification Through Customized I4.0 Education Scale

21st International Symposium on Production Research (ISPR) - Digitizing Production System -- OCT 07-09, 2021 -- ELECTR NETWORKThe key competencies and knowledge of employees in a new era of production systems based on the concept of Industry 4.0 are becoming increasingly important for business and education worldwide. The intensive interaction of intelligent production systems and people in the context of Industry 4.0 is the future of an agile, flexible, environmentally friendly, safe and efficient working environment. The key to this lies in the education and training of people in such advanced production systems. One of the most important prerequisites for companies to be successful in Industry 4.0 implementation and sustain their competitiveness and innovation is to have a skilled workforce aligned with Industry 4.0. In order to provide this prerequisite, it is necessary to determine what the competencies required for Industry 4.0 in businesses are, identify the competency gaps, and create custom education plans to close these deficiencies. From this point of view, the CEP I4.0 project funded under the Erasmus+ Programme aims to provide a customized training plan to close Industry 4.0 competitiveness gaps in order to support competitiveness and innovation in companies. This paper presents the need analysis that has been carried out based on the data collected from the participants from Turkey and Austria so far, with the details of the open-ended questions directed to the participants and analysis findings. Moreover, the main and sub-dimensions of the Industry 4.0 competence scale being developed are also presented.EU Commission [2019-1-TR01-KA202-077366]Soc Prod Res,TU WienThis study partially presents the research conducted for the project: `CEPI4.0: A Customized Education Plan Based on Industry 4.0 Competency Gaps' (ProjectIdentifier: 2019-1-TR01-KA202-077366) funded by EU Commission within the ERASMUS+ Programme (KA202 -Strategic Partnership for Vocational Education and Training)