CRM System as a Necessary Tool for Managing Commercial and Production Processes

Stefanov, Tihomir; Varbanova, Silviya; Stefanova, Milena; Ivanov, Ivan

doi:10.18421/tem122-23

Cited by 6 publications

(3 citation statements)

References 19 publications

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“…This also includes alert levels regarding terrorism risks and/or environmental disasters such as floods or forest fires. Technology can help any business create a larger and more loyal customer base, regardless of the specific industry or sector they operate in [26][27][28][29].…”

Section: Resultsmentioning

confidence: 99%

Application of technological innovations in the tourism industry

2023

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In the conditions of digitization and ecological transformation of industry and society, studying the opportunities to apply technological innovations and their impact on the tourism sector has become a research topic. The directions of tourism business innovations are explored and the role of technological innovations in adapting the tourism sector to the processes of transformation and digitalization of society is outlined by conducting a systematic analysis. The aim of this study is to identify the different approaches to tourism product innovation, clarify the scope of technological innovation and to present the possibilities of their application in the tourism sector. As a result of the study the scope of technological innovations in the tourism sector is outlined and guidelines for their application are proposed in order to diversify the tourist product and optimize tourism business activities.

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Section: Resultsmentioning

confidence: 99%

Application of technological innovations in the tourism industry

2023

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“…Since customer relationship management is based on customer data, it can be greatly facilitated and assisted by the use of information technology (Brito and Ramos, 2003;Bahrami et al, 2012;Orenga-Roglá and Chalmeta, 2016;Stefanov et al, 2023). By applying the appropriate information technologies, communication can be carried out with convenient channels such as e-mail, SMS (Short Message Service), etc.…”

Section: Customer Relationship Management and Information Technologymentioning

confidence: 99%

Application of Semantic Web Technologies for Supporting Customer Relationship Management: a Systematic Literature Review

Georgieva-Trifonova,

Petrov,

Milev

2023

BRAIN

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The purpose of the present paper is to summarize the current state of the existing research on the application of Semantic web technologies in supporting customer relationship management. Its achievement includes providing answers to a set of research questions as a result of conducting a systematic literature review. A total of 44 scientific publications are identified as relevant to the topic and included in the review. Information is extracted from the selected literature sources, which is then summarized, systemized and analyzed according to the predefined research questions and finally reported. The conducted systematic literature review determines that the development of Semantic web technologies is provoked interest among researchers, as a result of which the advantages of using them for descriptions useful for various CRM purposes are investigated and practically confirmed. In addition to defining semantic models for descriptions supporting a variety of CRM activities and processes (such as customized products and services; supporting users of CRM systems; integrated offerings across channels; improved and innovative products and services; customer complaint management, etc.), various research works identify new approaches to support CRM, that can be achieved through the application of appropriate Semantic web technologies. The detailed study represented in this paper contributes to familiarization with the existing experience in the application of Semantic web technologies in supporting customer relationship management, as well as facilitates the discovery of trends and directions for future research. This is the reason for the expected interest from scientists whose research area cover the considered and similar fields; software engineers implementing CRM systems; data analysts exploring CRM domain.

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“…The implementation of specialized software in the business supports the processes related to production and employees' activities, and those providing quick access to the necessary information between branches. The need for better business management and closer interaction with customers via the Internet underpins modern CRM systems development [8]. Currently, CRM is increasingly benefiting from artificial intelligence.…”

Section: Introductionmentioning

confidence: 99%

Using Fuzzy Logic to Make Decisions Based on Data From CRM Systems

Bojanowska,

Kulisz

2023

Adv. Sci. Technol. Res. J.

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The purpose of the article is to propose a fuzzy logic solution for decision-making based on data from CRM (Customer Relationship Management) systems to evaluate banking customer attractiveness. The article is based on theory about management IT systems, especially the CRM type. Based on the literature research, nine identified factors were proposed that can influence whether the relationship with the customer will be profitable for the bank. Factors that affect banking customer attractiveness are considered, including the share of the customer's wallet and the customer's tendency to express a positive opinion of the bank. The data allowing for the identification of these factors is collected in the bank's IT systems, among other CRMs. Based on the research, a model prepared in Simulink using a Mamdani-type Fuzzy Inference System was made. It is a decision model that provides a result in the form of a binary value of 0 or 1, where 1 means it is worth investing in a customer, while 0 means it is not. After considering the subjective opinions, competence and experience of specialists as well as confronting them with the results from the developed model, it can be confirmed that the model works as expected.

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CRM System as a Necessary Tool for Managing Commercial and Production Processes

Cited by 6 publications

References 19 publications

Application of technological innovations in the tourism industry

Application of technological innovations in the tourism industry

Application of Semantic Web Technologies for Supporting Customer Relationship Management: a Systematic Literature Review

Using Fuzzy Logic to Make Decisions Based on Data From CRM Systems

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