An Intelligent Customer Relationship Management (I-CRM) Framework and its Analytical Approaches to the Logistics Industry

This thesis develops a new Intelligent Customer Relationship Management (i-CRM) framework, incorporating an i-CRM analytical methodology including text-mining, type mapping, liner, non-liner and neuron-fuzzy approaches to handle customer complaints, identify key customers in the context of business values, define problem significance and issues impact factors, coupled with i-CRM recommendations to help organizations to achieve customer satisfaction through transformation of the customer complaints to organizational opportunities and business development strategies

The efficient bond among mobile commerce, CRM and E-loyalty to maximise the productivity of companies

Mobile commerce, has become a significant topic in IS research community and it is a key concept for many businesses, However, it has not fulfilled the expectations. This paper tackles the issue of mobile commerce in three different ways. First, it emphasizes the relative importance of customer relationship management and its relationship with mobile commerce. Second, it illustrates the ways to enhance E-loyalty of the clients within small and medium enterprises. Ultimately, the positive relationship among these, three concepts will be clarified. M-Commerce constitutes an important future market worldwide.This paper argues that businesses should strengthen and enhance loyalty as well as e-loyalty and M-Commerce activities, in order to better acquire the customers toward wireless marketing and customer relationship channels. Moreover to get the most euphoria businesses must create value for consumers in a way that is different from what they get used to prior to the latest version of services from the businesses. This paper, introduces a new area of doing business with the assistance of CRM and some evaluators to grasp loyalty under the context of mobile commerce. In addition, businesses should consider consumer's willingness to use successful features of M-Commerce. While performing the project, we expect to achieve productivity and reputation to the organization

Intelligent CRM on the cloud

This paper presents a new conceptual framework and practical solution for Customer Relationship Management(CRM) and E-Loyalty programs for cutting edge M-Commerce. CRM has come to the world of technology to help companies maximise technology usage. CRM means disciplined business strategy to create and sustain long-term, profitable customer relationships. To this aim, it must concentrate on customer. This paper introduces the notion of Intelligence CRM (i-CRM), and will define and develop i-CRM, E-Loyalty for the M-Commerce environment including Cloud services. The conceptual framework will include solutions for customer complaints and evaluation of the solution through perceived value, interactivity, and acceptance of i-CRM, perceived ease of use, perceived usefulness, loyalty and E-Loyalty. This paper shows how i-CRMcan foresee the threshold of customer feedback creating an innovative solution to minimize negative customer feedback and increase the loyalty and E-Loyalty of an organization

The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting

Customer Relationship Management is the most vigorous tools in our era and is the integration of trust, business and technology to gratify the requirements of the clients. CRM is a strategy of dealing with people, technology and process and need to be implemented precisely. CRM is the most outstanding business strategy that consolidates internal procedures and externals to generate and convey value to the spotted customers and CRM can easily neutralize competitive perils, provide a good source of roadmap for the company and customers. Moreover it may clarify the potential pitfalls in creating success for the company.CRM involves validating and evaluating critical success factors, which cover the three perspectives of CRM as the theoretical base, and which constitute a guide for companies in the implementation of the applications. Due to this, the desired benefits have intensified customer satisfaction and maintenance, by generating personalized products and value-added services. In this paper, the author investigates the factors that can positively leverage the implementation and use of CRM and creates differentiation among these factors and knowledge management factors. What is more, the paper aims at determining technical feature between CRM and knowledge management and managed to compare KM with CRM successfully

The impact of integrated TQM and interactivity on customer retention process

Customer relationship management (CRM) and total quality management (TQM) are two significant tools that have emerged to enhance effectiveness and profitability of business entities. They are concentrated on customer satisfaction. Although TQM is compatible with the customer relationship environment, constructive interactivity also adds harmonious value. Today, companies are challenging each other, not only to win customers but also to gain customers from competitors from a variety of business channels. Companies encountering complaints are exposed to loss of customers and revenue. In response a system to handle the complaints in an effective way is more than desirable. Too commonly, due to the complexity of business processes, companies suffer from lack of interactivity and weak customer loyalty. In this paper, usingTQM and interactivity within the CRM environment, we attempt to increase the level of customer retention. We then provide a secure environment for a myriad of transactions comprising virtual or physical exchanges. This is intended to diminish the level of customer complaints and mitigate threats to the business from complaints received. We benefit from a conceptual framework to identify the problematic areas. We conclude this study with enhancement of customer satisfaction, profitability of the company as well as proper control over customers using a conceptual framework

Strategic Assessment of Sport Sponsorship as a Marketing Communication Tool in Electronic Industries of Iran

In today's business climate, as the marketing processes among companies are getting more complicated and tougher, the companies have to introduce themselves and their brands in a way to compete with other competitors, so the companies must be creative when communicating their message and familiar with all marketing techniques in order to publicize their brands. The purpose of this research is to achieve a better understanding of how and why companies in the electronic industry get involve in sports sponsorship, also the thesis describes the varieties of objectives when involving in sports sponsorship also the process of sports selection as well as the evaluation approaches that are related to the electronic brands, followed by advantages and disadvantages involve in sponsoring of sports will be discussed. In order to reach the purpose I have chosen four research questions to find those materials that I have already mentioned and to answer the research questions three qualitative case studies have been conducted. The sample companies are Iranian (Pars electric) and two internationals (Samsung & LG) which are active in electronic industry. This research clearly show that the most common objectives electronic brands sponsoring sports are image making, public awareness and create and increase the brand's visibility and publicity and to reach a specific target market. Also image association and the popularity of sports are two outstanding criterions for sports selection: moreover there are some ways to measure the effectiveness of sports sponsorship. Ultimately the research will show the advantages and disadvantages involve in sports sponsorship.Validerat; 20101217 (root

Maximizing productivity using CRM within the context of m-commerce

Mobile commerce, has become a significant topic in IS research community and it is a key concept for many businesses, However, it has not fulfilled the expectations. This paper tackles the issue of mobile commerce in three different ways. First, it emphasizes the relative importance of customer relationship management and its relationship with mobile commerce. Second, it illustrates the ways to enhance E-loyalty of the clients within small and medium enterprises. Ultimately, the positive relationship among these, three concepts will be clarified. M-Commerce constitutes an important future market worldwide. This paper argues that businesses should strengthen and enhance loyalty as well as e-loyalty and M-Commerce activities, in order to better acquire the customers toward wireless marketing and customer relationship channels. Moreover to get the most euphoria businesses must create value for consumers in a way that is different from what they get used to prior to the latest version of services from the businesses. This paper, introduces a new area of doing business with the assistance of CRM and some evaluators to grasp loyalty under the context of mobile commerce. In addition, businesses should consider consumer’s willingness to use successful features of M-Commerce. While performing the project, we expect to achieve productivity and reputation to the organization

A methodology to map customer complaints and measure customer satisfaction and loyalty

In this study, an analysis was conducted for the relationships between the main components of customer relationship management (CRM) and customer complaints in the domain of logistics and transport. Today, complaints and the handling of complaints play a pivotal role in customer relationships. Moreover, companies are reluctant to admit that they have difficulties with customers’ complaints, but as yet there appears to be no complete solution to this issue. To remedy this situation, customer complaints must be comprehensively collected and analysed. Issues must be classified, and timely solutions must be developed. In this paper, a conceptual framework is proposed including mathematical models, hypothesised relationships, perceived value and interactivity between customer, business and the system, as well as customer satisfaction analytics. The framework will address the relationship between customer satisfaction issues, loyalty and customer acquisition and estimate customer satisfaction and loyalty. For the purpose of analysis, this study uses both qualitative and quantitative approaches. For data collection, a survey questionnaire was distributed to 60 Fremantle Port logistics and transport customers. For the quantitative approach, linear and nonlinear modelling is adopted. Using the model, we are able to address the shortcomings of CRM technology, and tackle the issues of loyalty improvement and customer acquisition. Finally, based on nonlinear modelling and using a fuzzy inference system, namely the Takagi–Sugeno-type approach, we defined fuzzy rules, by means of which we ascertain the relationship between customer satisfaction and the main relevant variables

Hepatorenal Protective Effects of Hydroalcoholic Extract of Solidago canadensis L. against Paracetamol-Induced Toxicity in Mice

Paracetamol (AKA acetaminophen) is a widely used drug and is used for mild to moderate pains, such as mild osteoarthritis, toothache, headache, and pain caused by minimally invasive surgeries. Despite being a harmless drug in lower doses, acetaminophen can be toxic to the liver and kidneys if overdosed and even results in death. In this study, the therapeutic effects of Solidago canadensis L. extract (SCE) were investigated. 48 adult male Swiss albino mice (20–30 grams) were randomly divided into six groups of 8. The control group was gavaged with normal saline every 12 hours for 6 days. The second group received paracetamol at a 500 mg/kg intraperitoneally (i.p) dose on the sixth day. The third, fourth, and fifth groups were gavaged doses of 125, 250, and 500 mg/kg of SCE every 12 hours for six days, respectively, and on the sixth day, we received paracetamol at a dose of 500 mg/kg i.p. The sixth group only received SCE every 12 hours at a dose of 1000 mg/kg via gavaging for six days. On the seventh day (24 hours after paracetamol injection), blood samples were collected to measure the serum level of creatinine, uric acid, blood urea nitrogen (BUN), total protein, albumin, alanine transaminase (ALT), aspartate transaminase (AST), alkaline phosphatase (ALP), and total and direct bilirubin, and liver and kidney tissues were also sampled for histopathological examination. It was observed that paracetamol caused a considerable increase in the ALT, AST, ALP, uric Acid, and BUN levels (P<0.01), while those in SCE-treated groups were significantly lower. In addition, various lesions in the paracetamol group were observed, while in the SCE-receiving groups, receiving prophylactic SCE inhibited the high-intense lesions such as the infiltration of inflammatory cells, hyperemia, and vacuolar degeneration, which decreased significantly in the control group in comparison with that of the paracetamol group (P<0.05). In conclusion, SCE can have substantial protective effects against paracetamol’s hepatorenal toxicity