On the design concepts for CRM system

Abstract

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Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors

“…Furthermore, to achieve organizational success, employees must be able to take a high level of responsibility to their customers (Anaza and Rutherford, 2012). Identifying customer needs and delivering value added services are known as a determinant in the success or failure of companies (Yong Ahn et al, 2003). Williams (1998) explained that customer orientation is a strong predictor of performance in individual and organizational levels such as profitability and organizational commitment.…”

Motivations and Results for CRM Adoption in Large Companies in Portugal

“…The purpose of this section is to highlight the several results of CRM systems implementation, and is based on a literature review. Among the several results, mentioned in literature (Ahn et al, 2003;Alshawi et al, 2010;Becker, Greve, & Albers, 2009;Bose, 2002;Bull, 2010;Coltman et al, 2011;Ernst et al, 2010;Garrido-Moreno & Padilla-Meléndez, 2011;Krasnikov, Jayachandran, & Kumar, 2009;Osarenkhoe & Bennani, 2007;Paguio, 2010;Payne & Frow, 2006;Peelen, van Montfort, Beltman, & Klerkx, 2009;Smith, 2011) as being the most significant we summarize the main results as:…”

“…This section presents several motivations for CRM systems adoption in an organization. Among the several potential motivations, a compilation of literature surveys (Ahn, Kim, & Han, 2003;Alamgir, Nasi, & Shamsuddoha, 2010;Almotairi, 2008;Alshawi, Missi, & Irani, 2010;Chen & Popovich, 2003;Coltman et al, 2011;Ernst, Hoyer, Krafft, & Krieger, 2010;King & Burgess, 2008;Ko, Kim, Kim, & Woo, 2008;Pan & Lee, 2003;Paulissen, Milis, Brengman, Fjermestad, & Romano, 2007;Saini et al, 2009;Shamsuddoha, Nasir, & Alamgir, 2010;Wahab et al, 2010) highlights the following aspects: 1. To increase the companies' knowledge with respect to its customers, in order to better understanding their needs and expectancies, to keep a customized relationship, aiming at new customers acquisition, improve customers' loyalty and their retention, and a fast response to their requests; 2.…”

Being customer-centric through CRM metrics in the B2B market: the case of maritime shipping

“…The success or failure of a business is largely based on its ability to realize its customers’ individualized needs and to provide them with the products and services which will give them the highest possible value (Priporas et al , 2012; Vassiliadis et al , 2013; Priporas et al , 2008). Presently, the strategies followed by businesses are firmly customer-centred, with the marketing environment constantly adapting and changing to focus less on mass markets and more on individualized (one-to-one marketing) customers, thereby requiring personal and unique relationships with current and potential customers and being incorporated in sales strategy for a wide range of products and services for each of those customers (Yong Ahn et al , 2003).…”