Factors affecting customer relationship management practices in Thai academic libraries

Siriprasoetsin, Piyawan; Tuamsuk, Kulthida; Vongprasert, Cholabhat

doi:10.1016/j.iilr.2011.10.008

Cited by 14 publications

(30 citation statements)

References 4 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Assegurar o apoio da gestão de topo (Puschmann, 2001); (Alt & Puschmann, 2004); (Bose, 2002); (Duque et al, 2013); (Bavarsad, 2013); (Narver & Slater, 1990); (Sabherwal et al, 2006) Identificar os benefícios para o negócio (Richards & Jones, 2008); (Maleki & Anand, 2008); ; (Mankoff, 2001); (Nguyen et al, 2007); (Santoso, 2008); (Hasanian et al, 2015); (Chen & Popovich, 2003); (Foss et al, 2008); Procurar o comprometimento dos colaboradores (Mowday et al, 1974); (Shum et al, 2008); (Meyer & Herscovitch, 2001); (Meyer & Goes, 1988); (Swailes, 2004); (Tetenbaum, 1998); (Shang & Lin, 2010); ; (Shum et al, 2008); (May & Kettelhut, 1996); (Lau & Hebert, 2001); (Rigby et al, 2002); (Shah & Murtaza, 2005); (Bose, 2002); (Kristoffersen & Singh, 2004); (Siriprasoetsin et al, 2011);(Krasnikov et al, 2009);…”

Section: Fs Estratégicosmentioning

confidence: 99%

“…É vista por muitos investigadores como um dos fatores mais importantes, que conduz ou não à obtenção de resultados positivos nos projetos de CRM (Al-Mashari & Zairi, 2000;Curry & Kkolou, 2004;Iriana & Buttle, 2006;Iriana et al, 2013;Kale, 2004;Siriprasoetsin et al, 2011). A mesma deve ser adaptável (Hart et al, 2004) e orientada para o cliente (Iriana & Buttle, 2006).…”

Section: Ferreira Varajão and Cunha / Fatores De Sucesso Da Gestão De unclassified

“…Definir tarefas e responsabilidades de forma clara (Verhoef & Langerak, 2002); (Galbreath & Rogers, 1999); (Curry & Kkolou, 2004); (Chen & Popovich, 2003); (Siriprasoetsin et al, 2011); 5…”

mentioning

confidence: 99%

“…Incluir elementos dos vários departamentos no projeto (Ryals & Knox, 2001); (Steel et al, 2013); (Campbell, 2003); (Thompson & Ryals, 2000); (Conduit & Mavondo, 2001); (Verhoef & Langerak, 2002); (Starkey & Woodcock, 2002); (Raman et al, 2006); (Siriprasoetsin et al, 2011); ; (Chikweche et al, 2013);…”

mentioning

confidence: 99%

See 3 more Smart Citations

Success factors of CRM project management – A Literature Review

Pereira

Varajão

2016

Atas Da 16ª Conferência Da Associação Portuguesa De Sistemas De Informação

View full text Add to dashboard Cite

ResumoHá vários fatores que influenciam o sucesso da gestão de projetos de sistemas de Gestão do Relacionamento com o Cliente (CRM). Este artigo apresenta uma revisão sistemática da literatura dos últimos quinze anos, identificando e discutindo os principais fatores de sucesso da gestão de projetos CRM. Os fatores de sucesso identificados foram estruturados em quatro dimensões: fatores estratégicos; fatores operacionais; fatores organizacionais; fatores tecnológicos. Os resultados obtidos permitem uma melhor compreensão dos fatores de sucesso relativos à implementação de projetos CRM e constituem uma base teórica para trabalhos futuros focados na avaliação deste tipo de projetos.Palavras-chave: Customer Relationship Management; CRM; fatores de sucesso; gestão de projetos; revisão de literatura. Abstract There are many factors that influence the success of the management of Customer Relationship Management systems projects (CRM INTRODUÇÃOO Customer Relationship Management (CRM), ou gestão do relacionamento com o cliente, é entendido como um conjunto de atividades de negócio suportadas por tecnologias e processos, movido por uma estratégia e projetado para melhorar os resultados do negócio através do foco na gestão de clientes.Uma previsão do grupo Gartner (Columbus, 2013) indica que o investimento em CRM, em todo o mundo, chegará a $36.5B em 2017, o que revela bem a sua importância e popularidade. Contudo, apesar dessa importância, os projetos de CRM apresentam uma taxa de insucesso de implementação elevada (Greenberg, 2010;Insight, 2014;Kale, 2004;Microsoft, 2007;Prezant, 2013;Sen & Sinha, 2011), sendo necessários esforços de investigação que contribuam para combater este problema.

show abstract

Section: Fs Estratégicosmentioning

confidence: 99%

Section: Ferreira Varajão and Cunha / Fatores De Sucesso Da Gestão De unclassified

“…Definir tarefas e responsabilidades de forma clara (Verhoef & Langerak, 2002); (Galbreath & Rogers, 1999); (Curry & Kkolou, 2004); (Chen & Popovich, 2003); (Siriprasoetsin et al, 2011); 5…”

mentioning

confidence: 99%

mentioning

confidence: 99%

See 2 more Smart Citations

Success factors of CRM project management – A Literature Review

Pereira

Varajão

2016

Atas Da 16ª Conferência Da Associação Portuguesa De Sistemas De Informação

View full text Add to dashboard Cite

show abstract

“…Actually, the strategy or a system that can help universities to retain their customers can be the Customer Relationship Management (CRM). The literature review on this aspect shows that CRM has been studied and used as part of universities strategies for improving the quality of universities services [1]. This is because CRM is a widely implemented strategy for managing organizational interactions with customers.…”

Section: Introductionmentioning

confidence: 99%

The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

Saleem¹

2019

JOEBM

View full text Add to dashboard Cite

Universities around the world offer a variety of services and deal with a large number of customers. To guarantee customers' loyalty, they have to use a strategy call "Customer Relationship Management "CRM". This strategy has four components and a university has to follow each of the four components, if they want to be successful with customers. This study was conducted at the Department of Social Services in the Deanship of Student Affairs (DSA) at Sultan Qaboos University in Oman (SQU). The study aims to answer the following question "What is the reality of the use of CRM at social services Department of DSA?" The study used interview as a research tool for data collection. The interview was conducted with 24 employees of the Department of Social Services at Deanship of Students Affairs.

show abstract

Organizational Culture and Customer Relationship Management: A Simple Linear Regression Analysis

Rahimi

2017

Journal of Hospitality Marketing & Management

View full text Add to dashboard Cite

Current study tries to investigate the combine effect of organizational culture factors on implementing Customer Relationship Management (CRM) in hotels. A questionnaire was administered among managers of a chain hotel in the UK and collected data was subjected to correlation and simple liner regression analysis. The results showed that creating cross functional teams, having culture of teamwork, committed and involved employees, adaptive and responsive attitudes towards change, information sharing, learning orientation and knowledge management, defined set of mission and visions and high degree of innovation are the main predictors for a successful CRM projects.

show abstract

Factors affecting customer relationship management practices in Thai academic libraries

Cited by 14 publications

References 4 publications

Success factors of CRM project management – A Literature Review

Success factors of CRM project management – A Literature Review

The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

Organizational Culture and Customer Relationship Management: A Simple Linear Regression Analysis

Contact Info

Product

Resources

About