Services-Oriented CRM System and Enabling Technologies for Insurance Enterprises

Huang, Yongbin; Wang, Jianfeng

doi:10.1109/wkdd.2009.60

Cited by 7 publications

(6 citation statements)

References 3 publications

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“…Literature that deals with CRM in the area of management and marketing advocates CRM as a business philosophy (Huang & Wang, 2009) as well as a business strategy (Karakostas et al, 2005;Tarokh & Ghahremanloo, 2007). On the other hand, literature that deals with information systems recognizes CRM as a set of technological tools (Campbell, 2003).…”

Section: Crm Definition and Its Dimensionsmentioning

confidence: 99%

A CRM Performance Measurement in Banking Using Integrated BSC and Customized ANP-BOCR Approach

2017

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Section: Crm Definition and Its Dimensionsmentioning

confidence: 99%

A CRM Performance Measurement in Banking Using Integrated BSC and Customized ANP-BOCR Approach

2017

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“…For example, although many firms engage consultants and project members to implement CRM technological systems such as software applications and databases or to align the firms' structures, they cannot be sure that focusing on these activities will guarantee attaining the desired performance of CRM in customer retention. In order to reach this goal of customer retention and therefore, maximization of profits by CRM activities, firms should focus more on CRM strategies and programs which are inimitable and not substitutable by competitors in the industry and this is because business-related technologies such as the technologies related to CRM purposes can be easily purchased and duplicated by any entrants in the market; as the result, they cannot provide desired competitive advantage (Al-Karaghouli & Fadare, 2010;Huang & Wang, 2009;Melville et al, 2004, Ojanen et al, 2009Requena et al, 2007).…”

Section: Crm and Customer Retentionmentioning

confidence: 99%

“…As mentioned, customer retention programs of CRM are a kind of CRM capability and since they are strategically designed by each organization, they are inimitable and not substitutable by other competitors in the industry. Thus, if firms apply them efficiently, they can expect to attain desired competitive advantage and therefore, higher rate of customer retention (Al-Karaghouli & Fadare, 2010;Jham, 2010;Huang & Wang, 2009;Melville et al, 2004).…”

Section: Customer Retention Programs Of Crmmentioning

confidence: 99%

“…Reactive services: Where a customer faces problem such as online network failure, problem with using a new product, enquiries, or question about a bill and contacts the company to solve it or get more information about it (Blery & Michalakopoulos, 2006;Huang & Wang, 2009;Kasouf et al, 2008;Winer, 2001). Today, many firms especially the banks or any other financial organizations providing e-services have applied proper technologies and touch points for two-way communications and have trained their employees dealing with their customers through online services, e-mails, telephone, etc.…”

Section: Customer Servicementioning

confidence: 99%

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Customer Retention Programs of CRM and Customer Retention in E-Banking

Nili

Keramati

2012

International Journal of E-Entrepreneurship and Innovation

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This study, considering various viewpoints and concepts about customer relationship management (CRM), aims to propose a comprehensive set of customer retention programs of CRM (including customer service, loyalty programs, customization, and online community) and describe the correlation between each of these programs and customer retention. In doing so, the empirical data collected by the means of the designed questionnaire distributed to the top managers working in e-banking sector of two private and two governmental Iranian bank branches were analyzed. The results of this analysis represent the positive and significant correlation between each of the customer retention programs of CRM and customer retention. Moreover, based on the findings of this research, among these programs, customer service has the most significant and customization has the lowest correlation with customer retention in e-banking of these banks.

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“…Moreover, some scholars have classified the CRM for three levels of perspectives; a business philosophy (Huang & Wang, 2009;Ryals & Knox, 2001;Zablah et al 2004b), a business strategy, and a technology tool perspectives (Caldeira, Pedron, Dhillon, & Jungwoo, 2008;Pedron & Saccol, 2009). Meanwhile, the CRM detailed analysis and findings have assured the fact that CRM definitions are advancing five major perspectives as a (1) process; (2) strategy; (3) philosophy; (4) capability; and (5) technological tool (e.g., Chikweche & Fletcher, 2013;Gefen & Ridings, 2002;Shoemaker, 2001;Zablah et.…”

Section: Introductionmentioning

confidence: 99%

Customer Relationship Management: A Literature Review Approach

Al-Homery

Ashari

2023

IJGOIA

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This paper reviews the literature of CRM definitions in order to highlight the impact and the confusion around definitions of CRM. It is emerging the new perspectives in Customer relationship Management. It addresses some issues in the literature review, which constitutes a significant difficulty in the CRM adopting process. The numerous CRM definitions, the advancement in technology and customer knowledge emerging new perspectives in CRM. Content Analysis is carried out to summarize the most features of CRM definitions in Marketing, Relationship Marketing, Management, and Information Systems within ten different classifications which shows the diverging aspects of CRM definitions. A voluminous literature review has been accumulated and categorized into ten categories. The CRM definitions and categories are reviewed and listed in chronological order in Appendix-A. The paper introduces several fresh perspectives for the diversity of CRM definitions and shows CRM as a comprehensive, integrated framework around all aspects of the organization as well as customers’ lifestyles. The list of CRM definitions could provide a great help for academics as well as practitioners in the field of CRM.

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Services-Oriented CRM System and Enabling Technologies for Insurance Enterprises

Cited by 7 publications

References 3 publications

A CRM Performance Measurement in Banking Using Integrated BSC and Customized ANP-BOCR Approach

A CRM Performance Measurement in Banking Using Integrated BSC and Customized ANP-BOCR Approach

Customer Retention Programs of CRM and Customer Retention in E-Banking

Customer Relationship Management: A Literature Review Approach

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