Customer Relationship Management (CRM) systems are a business management technology solution, whose main objective is to achieve critical management information for business decision-making, from the point of view of all the hierarchical levels of an organization. For this reason, these information systems, along with others such as Enterprise Resources Planning (ERP), are one of the technological solutions that has aroused the most interest in recent times. This interest is derived from the clear evidence that the implementation and use of CRM systems in the company generates benefits in the areas of sales, marketing, and services. However, a CRM system can be used to a different extent within a company, since it has different modules and functionalities, which can be activated or not, and used to a greater or lesser extent. Therefore, the benefits generated by a CRM may vary depending on its degree of use. The research presented in this work has as main objective to analyze the relationship that may exist between the degree of implementation and use of the CRM on the one hand, and the benefits obtained by the companies on the other. These benefits are studied from the point of view of Innovation and Performance of the organization that uses the CRM. As a result, a model is obtained that relates the degree of introduction of CRM and the benefits of the company through Organizational Performance and Business Innovation.

En la actualidad, los sistemas de información existentes, y en concreto los ERP, no pueden dar un soporte adecuado a la gestión de las empresas de fabricación de baldosa cerámica, debido, entre otros motivos, a que no contemplan la existencia del tono, calibre y calidad dentro de un mismo producto. Esta particularidad, ocasionada por la falta de homogeneidad del producto (FHP), genera diversas problemáticas en la gestión del producto a través de los diferentes procesos de la empresa, como por ejemplo; la gestión de stocks, la gestión de pedidos de venta, la gestión de producción, etc. Así pues, se hace necesario el desarrollo de una solución ERP que sea capaz de gestionar el producto cerámico de forma adecuada, incluyendo tono, calibre y calidad. En este trabajo se analizan los requerimientos del sector cerámico, en cuanto a la identificación de los productos, y se propone un modelo de datos para dar respuesta a dichos requerimientos. El modelo se plantea como una guía básica para el desarrollo de soluciones ERP verticales adaptadas al sector cerámico. Palabras clave: falta de homogeneidad en el producto, ERP, solución sectorial, solución vertical, sector cerámico. Requirements analysis and data model design for the development of vertical ERP solutions for the ceramic industryCurrently, the existing information systems, and specifically the ERP, can not give adequate support to the management of manufacturing companies of ceramic tile, because, among other reasons, not to contemplate the existence of tone, size and quality within the same product. This feature, caused by the lack of homogeneity of the product (LHP), generates various problems in managing the product through the different business processes, such as, stocks management, order management, the production management, etc. Thus, it is necessary to develop an ERP solution that is able to manage adequately the ceramic product, including tone, size and quality. In this paper we analyze the requirements of the ceramic sector, in terms of product identification, and propose a data model to meet these requirements. The model arises as a basic guide for the development of vertical ERP solutions tailored to the ceramic industry.Keywords: lack of de homogeneity in the product, ERP, industry solution, vertical solution, ceramic industry.

This is a bibliometric study of the publications about Customer Relationship Management (CRM), as one of the nowadays most implemented and extended Enterprise Management Software. The objective of this paper is twofold: on the one hand to analyze the impact and focus of influence of the different authors and entities that have been researching on CRM, and secondly to determine (based on the results of the bibliometric study of the publications on CRM) if it may be of interest to investigate and deepen the benefits and impact on CRM results as a modern and leading enterprise management solution. Bibliometrics is a fundamental field of information science that studies bibliographic material quantitatively. This study presents a o bibliometric overview of CRM research using the Web of Science database, identifying the most prolific and influential journals, authors, institutions and countries, considering the period since 1900 to 2017. A database with 1.685 results has been analyzed, showing as main results that Expert Systems with Applications is the most prolific Source title or journal in the field, Verhoef P.C. from Groningen University is the most citated author and Van den Poel D. from Ghent University is the most prolific author with 31 published papers. Ghent University is the most productive institution with the highest number of published papers, and University of Maryland College Park has published the most citated papers. It also shows that USA is definitely the most influential Country with the highest number of published papers (the second one is UK with nearly the third of publications) and with the highest number of citations (again, the second one is UK with the fifth part of ci tations that USA). Specially interesting the rank of Spain, where the investigation is taking place, with the eight rank on published papers and the twelfth rank on paper citations. Based on the results, we can conclude that, effectively and as it was assumed, CRM is a booming and very interesting solution as a trending topic to continue researching in subsequent papers. This is how enterprises demand and receive more return from their investments, especially with applications such as sales-force automation, service automation, and mar keting automation. Seeing the market value and specifications for CRM and matching them with the most valuable features for successful firms in the modern competitive market, this paper plans to state the influence and value of this CRM technology through a bibliometric study of the published papers about its content, value, benefits, and influence. This paper plans to review firstly the literature about the solution CRM, and secondly about bibliometrics (the science that will help us understand which the most valuable focus of research activity around CRM are). After literature review, there is a description of the methodology for getting a clear picture of the volume and influence of published researches and studies. The raw tables for the publishing journals are presented in this study rank...

Los sistemas de información son actualmente uno de los factores clave en el desarrollo y competitividad de la empresa. Dentro de los sistemas de información, los ERP son posiblemente los sistemas que mayor impacto tienen en la gestión de las empresas. En su continua evolución, una de las nuevas tendencias en el desarrollo de ERP, es la del software libre o Free Software. Sin embargo, prácticamente no hay estudios que centren su atención en la aplicación del software libre a este tipo de sistemas y sus diferencias con el software ERP propietario. En este artículo se definen y analizan los principales factores diferenciales entre los ERP de software libre (FSw ERP) y los ERP propietarios.

Reasignación óptima del inventario a pedidos en empresas cerámicas caracterizadas por la falta de homogeneidad en el producto (FHP) La Falta de Homogeneidad en el Producto (FHP), se define como la carencia de la homogeneidad requerida por el cliente en los productos. La FHP aparece en empresas en las que los productos finales obtenidos no son homogéneos, dando lugar a la existencia de diferentes referencias (subtipos) de un mismo producto final. Esta falta de homogeneidad supone un problema cuando el cliente requiere ser servido a través de unidades homogéneas de un mismo producto y sus pedidos se comprometen en base cantidades planificadas, cuyas características de homogeneidad finales se desconocen en el momento de adquirir los compromisos con el cliente. Las constantes discrepancias provocadas por la FHP entre las cantidades planificadas y las realmente obtenidas y disponibles, pueden impedir servir pedidos comprometidos previamente. Para resolver este problema, se propone un modelo de programación matemática que permite reasignar el inventario en empresas caracterizadas por la FHP que fabrican contra almacén (Make to Stock: MTS) que combina varios objetivos. El modelo matemático propuesto se ha validado mediante su aplicación a un caso real de una empresa cerámica. El análisis de los resultados indica la obtención de mejoras considerables en la cantidad de pedidos completados a tiempo y en los ingresos por ventas.M Palabras clave: Asignación de inventario, disponible a prometer (ATP), falta de homogeneidad en el producto (FHP), fabricación contra stock (MTS), modelo de programación matemática, múltiples objetivos.Optimal inventory reallocation to customer orders in ceramic tile companies characterized by the lack of homogeneity in the product (LHP)The lack of homogeneity in the product (LHP) is defined as the lack of uniformity required by the customer in the products. The LHP appears in companies where the final products obtained are not homogeneous, leading to the existence of different references (subtypes) of the same product. This lack of homogeneity is a problem when the client needs to be served through homogeneous units of a product and commit orders are based on planned quantities, whose final homogeneity characteristics are unknown at the time of acquiring the customer commitments. The frequent discrepancies caused by the LHP between planned homogeneous amounts and those actually obtained and available, can prevent the delivery of committed orders. To solve this problem, we propose a mathematical programming model for the reallocation of inventory in Make to Stock (MTS) ceramic tile companies characterized by the LHP that combines multiple objectives. The proposed mathematical model has been validated by its application to a real case of a ceramic company. The analysis of the obtained results indicates significant improvements in the number of orders completed on time and in sales revenue achieved. Vol 52, 1, 31-41, Enero-Febrero 2013 iSSn 0366-3175. eiSSn 2173-0431. doi: 10.3989/cyv.42013 Keywords...