Using Flexibility in Designing CRM Solution

Dutt, Himanshu; Chauhan, Kavita

doi:10.1007/s40171-018-0203-y

Cited by 10 publications

(3 citation statements)

References 56 publications

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“…The change in approaches of customers in terms of gender was studied also by Al-Zuabi, Jafar, and Aljoumaa (2019). Similar issue was investigated by Dutt and Chauhan (2019), Hamidi and Safareeyeh (2019). They emphasized mainly the improvement of customers' satisfaction in mobile banking.…”

Section: Figure 1 Respondents' Opinions On the Quality Of Provided Products In 2018mentioning

confidence: 95%

Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company

Hitka

Pajtinkova-Bartakova

Lorincová

et al. 2019

MMI

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The idea of sustainable development links business, environmental and social objectives into one integrated effort aiming to meet a common goal. Due to the influence of current developments in customer behaviour companies revise their business strategies towards more sustainably oriented ways of production, business practices, resource efficiency, waste disposal, building partnerships, communication effectiveness etc. Market with telecommunication services is affected by technology development. Growing demands of customers result in re-evaluation of marketing routine. The main purpose of the research is to identify the change in customers’ approaches and satisfaction with offered products, enterprise processes, and business strategy as a result of implementing Customer Relationship Management in 2014 and subsequently in 2018 with the dependence on socio-demographic characteristics. Customers’ opinions were investigated using a questionnaire. Respondents were selected by direct sampling with contingent valuation. Sample set consisted of 3,282 respondents. Following the results, the fact that there are changes in approaches of customers in investigated areas in terms of gender and age as a result of implementing the Customer Relationship Management can be stated. The customers’ satisfaction with provided services improved. In order to serve the new and constantly evolving needs of the growing number of customers who care about social and environmental issues, the companies are required to permanently monitor their performance on the market and incorporate customer feedback as in input for evaluation of their internal processes. In terms of marketing, positive changes in approach, satisfaction with the quality of provided services and reduced service time were observed. In terms of business strategy, the changes in connection strategy, the effect of customer-driven strategy and services provided by call centres abroad are perceived in positive way. Keywords: sustainability, economical sustainability, marketing, Customer Relationship Management, telecommunication company.

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Section: Figure 1 Respondents' Opinions On the Quality Of Provided Products In 2018mentioning

confidence: 95%

Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company

Hitka

Pajtinkova-Bartakova

Lorincová

et al. 2019

MMI

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“…The Delphi technique collects data from respondents with domain expertise for practice-related topics to collect perspectives and demonstrate the convergence of views. (Dutt & Chauhan, 2019).…”

Section: Methodsmentioning

confidence: 99%

Factors Influencing Customer Relationship Management System Adoption in Palestinian Small and Medium Enterprises: Experts Verification using Interquartile Range

Salah¹,

Alzaghal²

2021

PTURJ

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Customer relationship management (CRM) refers to the practices, strategies, and technologies used by firms and businesses to manage and analyze customer interactions and data through the customer lifecycle. The main purpose of this study is to explore the influences of determinant factors on CRM adoption in Palestinian small and medium enterprises. This article summarizes the findings of previous studies that analyze the challenges associated with CRM utilization and Adoption. More than 100 studies were examined to find the primary variables for effective CRM adoption in various regions to discover the main aspects that influence the success of CRM adoption. The findings of this study show that the compatibility, information technology infrastructure, complexity, relative advantage, security, top management support, information policies, employee engagement, financial resources, customer pressure, and competitive pressure may all be used to predict CRM adoption among Palestinian SMEs. The study has implications for policymakers and top-level managers of SMEs to structure their activities in relation to CRM adoption based on the level of the factors examined.

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“…CRM software nowadays has a structure that can work online-offline and can be accessed with portable tools. In this way, employees can respond to their mails and can have access to CRM in the office, on the field or on travel (Dutt and Chauhan, 2019). In this way, while the obstacles in accessing information are eliminated, there is no problem in data entry and transactions.…”

Section: Mobilitymentioning

confidence: 99%

Contributions of CRM applications to company performance

Duran¹,

Ekinci²

2020

Pressacademia

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Purpose-The purpose of this study is to find out the answer to the contributions of CRM applications to sales efficiency, lead management, pipeline, customer tracking, mobility and ensuring customer loyalty. Under this purpose, this study also indicates the reasons of resistance in CRM application use and solutions to them with an overall analyze of CRM's contributions to company performance. Methodology-The study examines advantages of using CRM for employees in 4 primary basis; Sales Efficiency via Sales Force Automation, Employee Access to Corporate Memory, Mobility, Service and Complaint Management. This study also examines resis tances and solutions against CRM application use. Findings-The findings of the study indicates that CRM is a mandatory tool for today's companies to prevail competitors in the market by showing what is the unpredictable for the employees, by using the power of data. Also shows how CRM software strengthens the customer engagement and increase customer loyalty and profitability in multi aspects. Conclusion-CRM software is intended to be used in order to strengthen the relationship with the customer and increase customer loyalty, profitability, increase the productivity of the entire organization, especially the sales and service teams, to ensure collaboration between teams, to institutionalize with a modern technological infrastructure and to ensure the process of transforming from data to wisdom in order to increase corporate memory.

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Using Flexibility in Designing CRM Solution

Cited by 10 publications

References 56 publications

Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company

Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company

Factors Influencing Customer Relationship Management System Adoption in Palestinian Small and Medium Enterprises: Experts Verification using Interquartile Range

Contributions of CRM applications to company performance

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