Value-Based CRM

Gneiser, Martin

doi:10.1007/s12599-010-0095-7

Cited by 23 publications

(5 citation statements)

References 68 publications

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“…Thanks to their familiarity and proactive approach, small enterprises are better able to manage and maintain long-term customer relations. Therefore, customer relations essentially represent assets or investments for these companies, leading to the company's increased value while increasing value for shareholders (Gneiser, 2010;Rao and Bharadwaj, 2008;Ramdeen et al, 2007). On the other hand, large enterprises interest their customers using discount and bonus programs and tend to be more aggressive in approaching and communicating with potential and new customers (Javed and Cheema, 2017).…”

Section: Customer-perceived Value and Customer Satisfactionmentioning

confidence: 99%

Does the form of the enterprise matter? Preferences of EU and African customers when choosing the company type for a purchase

Skrbková¹

2023

Int. J. Appl. Res. Manag. Econ.

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Customer loyalty and satisfaction are crucial for the success, prosperity and survival of a business. However, customers' preferences differ according to their attitudes towards products and services, as well as the culture and conditions in which they live, which can influence their preferences when choosing a business. More than 90% of all businesses are small and medium-sized enterprises, and about 50% of private businesses in Europe and 80% in Africa are family businesses. These businesses are considered the engine of economic development and growth and are instrumental in job creation. However, if these businesses were not favoured by their customers, they would have no chance to survive and fight poverty, which is typical of African countries. Our study, therefore, identifies and compares what type of company customers from developing countries (represented by the Mbulu region, Tanzania) prefer and whether their preferences are similar compared to respondents from more developed countries (represented by Liberec, Czech Republic). By testing several hypotheses, a dependency was found between customers' attitudes when choosing a company and their place of origin. African respondents prefer large non-family businesses to small or medium-sized family businesses, while European respondents prefer small or medium-sized family businesses.

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Section: Customer-perceived Value and Customer Satisfactionmentioning

confidence: 99%

Does the form of the enterprise matter? Preferences of EU and African customers when choosing the company type for a purchase

Skrbková¹

2023

Int. J. Appl. Res. Manag. Econ.

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“…Thus emerges the new concept of a triad (marketing, IT, and finance) in the business world. The methods used in finance have become important because of their similarity to CRM systems, as both are based on the construction and management of a portfolio (Gneiser, 2010). For their part, accounting and finance are not as precise disciplines as one might imagine, and they are also becoming increasingly qualitative (Persson and Ryals, 2010).…”

Section: Work Proposalsmentioning

confidence: 99%

How to really quantify the economic value of customer information in corporate databases

Lamela-Orcasitas

García‐Madariaga

2023

Humanit Soc Sci Commun

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This paper presents a novel solution to evaluate the real impact of information and information technology (IT) in companies as fundamental tools to assess how valuable the company’s customers are. The focus is on the concept of information and knowledge as an asset with intrinsic economic value and a variable to consider in order to achieve effective customer management. It is dual research. On the one hand, it is an exploratory-conceptual type based on a review of the literature and, on the other hand, it is descriptive-quantitative through the application of an empirical case study. The proposed new customer relationship management (CRM) information value model (VICRM) offers significantly different results from other traditional models. Its main advantages include the possibility of carrying out new segmentations of customers and estimations of the company’s value. On the other hand, the model corrects some of the classic problems in customer evaluation models, such as their high dependence on the retention rate or being very regressive in the first years. The results of this research aim to serve any company whose business model is Business to Consumer (B2C) to calculate, in an effective way, the value of a large amount of information companies have about their customers.

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“…Besides these three main areas some authors have recently proposed an additional classifi cation -electronic CRM, which includes the use of the Internet, mobile phones, etc. (Gneiser, 2010).…”

Section: Crm Systemsmentioning

confidence: 99%

“…Particularly in crisis situations, such as the current fi nancial and economic crisis, the importance of strong customer relationships and a balanced portfolio of customers for the company's survival is obvious. It is therefore not surprising that the interests and decision-making processes of businesses are increasingly focusing on customer relationship (Gneiser, 2010).…”

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confidence: 99%

Possibilities of using ICT for increase of customer feeling of exceptionality

Turčínek¹,

Motyčka²

2014

Acta Univ. Agric. Silvic. Mendelianae Brun.

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TURČÍNEK, P., MOTYČKA, A.: Possibilities of using ICT for increase of customer feeling of exceptionality. Acta univ. agric. et silvic. Mendel. Brun., 2011, LIX, No. 2, pp. 365-370 Accession of the Internet undoubtedly has contributed to the shi of marketing activities. With the increasing availability and wealth of online information customers become more knowledgeable and sophisticated. If a company wants to keep its customers in long term, it must off er something more than an "ordinary" product, which has comparable substitutes in tens of other companies. At fi rst it is necessary to identify customers behavior and thinking. Observation of his/her preferences of a demanded product line discovers products playing the key role from his/her point of view. We use methodical tools for this purpose e

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Value-Based CRM

Cited by 23 publications

References 68 publications

Does the form of the enterprise matter? Preferences of EU and African customers when choosing the company type for a purchase

Does the form of the enterprise matter? Preferences of EU and African customers when choosing the company type for a purchase

How to really quantify the economic value of customer information in corporate databases

Possibilities of using ICT for increase of customer feeling of exceptionality

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