A framework for analytical CRM: a data mining perspective

Ranjan, Jayanthi; Bhatnagar, Vishal

doi:10.1504/ijbex.2010.029484

Cited by 13 publications

(8 citation statements)

References 27 publications

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“…Customer relationship management (CRM) systems are in place in firms in practice with a focus on the customer needs, requirements, and customer satisfaction as it is determined by the extent to which a product or service meets expectations (Oliver, 1980; Gupta and Zeithaml, 2006; Xue et al , 2013). CRM has always been widely regarded for developing and retaining customers through their increased satisfaction and loyalty (Ranjan and Bhatnagar, 2010). CRP is defined as the practice to manage customer complaints, build long-term relationships with customers, and improve customer satisfaction (Tan et al , 1998).…”

Section: Review Of the Literaturementioning

confidence: 99%

An investigation of the relationship between supply chain management practices (SCMP) on supply chain performance measurement (SCPM) of Indian retail chain using SEM

Gawankar

Kamble

Raut

2017

BIJ

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Purpose The purpose of this paper is to investigate the relationship between two major constructs (supply chain management practices (SCMP) and supply chain performance measures), which determines the efficiency and efficacy of retail-supply chain management, using a rigorous empirical method to validate the instrument scale for measuring the validity and reliability of the identified constructs. Additionally, the paper further tests the relationship between SCMP and supply chain performance measures using structural equation modeling (SEM). Design/methodology/approach Data were compiled and collected from 213 operations and supply chain (SC) heads from leading retail stores in India. Confirmatory factor analysis was used to test the validity of the proposed measurement scale and the relationship is tested using SEM. Findings The results of the research will help the decision makers in the SC/procurement field to understand the importance of the association between SCMP and supply chain performance measures. Statistical tests show that the implementation of SCMP are associated with supply chain performance measures, which leads to overall improvements; moreover, there is a statistically significant association between the five SCMP and eight SCPM. Research limitations/implications This research is also needed to provide more understanding about the SCMP along with the supply chain performance measures and the positive association among them. Overall, this research provides an additional insight into the growing field of the relationships between SCMP and SCPM. Clearly, the field has ample space to grow in terms of research and practice. Originality/value This research paper contributes to the literature on supply chain performance measurement.

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Section: Review Of the Literaturementioning

confidence: 99%

An investigation of the relationship between supply chain management practices (SCMP) on supply chain performance measurement (SCPM) of Indian retail chain using SEM

Gawankar

Kamble

Raut

2017

BIJ

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Section: Discussionmentioning

confidence: 99%

“…Moreover, out of many organizational functions, studies were published more on marketing (Bohling et al, 2006;, succeeded by adoption of CRM technology (Richard et al, 2007). A large number of studies also focused on application of data mining techniques on customer data gathered through different channels (Sharma et al, 2008;Liou, 2009) and how information generated through data mining can be utilized for better customer segmentation (Chang et al, 2009) and understanding of customer behavior (Ranjan and Bhatnagar, 2009). Under the category of eCRM it was found that authors have identified various issues such as managerial discretion (Coltman and Dolnicar, 2007), change management and user resistance management (Lin et al, 2007) (Paul et al, 2008;Kimiloglu and Zarali, 2009) yet focus on the issues generated due to dis-synergy between the electronic and traditional channel is lacking.…”

Section: Discussionmentioning

confidence: 99%

Adoption of CRM technology in multichannel environment: a review (2006‐2010)

Awasthi

Sangle

2012

Business Process Management Journal

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Purpose-The purpose of this paper is to review state-of-art literature on adoption of CRM technology, including the CRM in multichannel environment and provide a comprehensive view of insights gained in this area of research through the bibliography. Design/methodology/approach-All together, nine databases were searched on the basis of four main descriptors which provided identification of 812 articles. A close review of the abstracts of these articles led to selection of 123 articles which were found relevant. Each of these articles was further reviewed and classified based on the main channel of CRM implementation. The articles were further classified in sub-categories under each main channel theme. Findings-The selected articles were categorized under four main themes based on the channel-CRM, multichannel CRM, eCRM, mCRM. The articles in the CRM category were mainly focused on the strategic alignment along with research on increasing customer loyalty and use of data mining in CRM. Under the multichannel CRM theme the articles were further classified under eight categories-CRM (articles focusing on overall CRM implementation on multiple channels and related issues), eCRM (articles related to CRM implementation on online channel and its impact in multichannel environment), IT, Marketing, Sales, Service, Strategy, and Mixed (articles addressing two issues simultaneously: Marketing and IT). Originality/value-The bibliography provides a comprehensive academic literature published between 2006 and 2010 covering all the channels of CRM implementation-traditional, electronic and mobile-along with studies specifically focused on issues dealing with multichannel environment.

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“…financial, social or market) (Nguyen & Waring, 2013). In the first perspective, the benefits of the m-CRM are the result of the application of mobile technology to the management of relationships with customers (Gefen & Ridings, 2002;Ranjan & Bhatnagar, 2009;Schierholz, Kolbe, & Brenner, 2007;Xu, Yen, Lin, & Chou, 2002). While in the second perspective, the one we will be using in this article, establishing and maintaining of mutually profitable and longlasting relationships between the company and its customers through mobile channels the benefits of m-CRM (Awasthi & Sangle, 2013;Camponovo, Pigneur, Rangone, & Renga, 2005;Nguyen & Waring, 2013;Schierholz et al, 2007).…”

Section: M-crm and Its Benefits From The Point Of View Of Relationshimentioning

confidence: 99%

“…It is expected that companies that base their decisionmaking processes on customer information and that use the database as an essential business tool, have a marked orientation toward customers (Ranjan & Bhatnagar, 2009). For this reason, we understand that these companies will notice that m-marketing, as a tool capable of recording personalized customer information (e.g.…”

Section: Environmental Contextmentioning

confidence: 99%