Science topic

Customer Relationship Management - Science topic

Explore the latest questions and answers in Customer Relationship Management, and find Customer Relationship Management experts.
Questions related to Customer Relationship Management
  • asked a question related to Customer Relationship Management
Question
3 answers
with reference to management and customer relationship management
Relevant answer
Answer
AI can also be employed to help detect, diagnose and prevent the spread of the virus. Algorithms that identify patterns and anomalies are already working to detect and predict the spread of COVID-19, while image recognition systems are speeding up medical diagnosis.
Regards,
Shafagat
  • asked a question related to Customer Relationship Management
Question
31 answers
Hello,
I am writing my BA thesis about the impact of CRM on the financial performance of tourism industry companies. Therefore I am looking for literature in this field, specifically about the use of CRM within the marketing mix, different financial KPIs and also about measurements which can be taken to increase the financial performance.
I am very thankful for any literature recommendations.
Thank you in advance.
Relevant answer
Answer
CRM could impact any sector, even the educational sector. Good to follow, thank you.
All the best,
  • asked a question related to Customer Relationship Management
Question
4 answers
dear Community, can we build a costumer relationship management (crm) using python , for workflow automations? if it's possible , any sources would be helpful thank you.
best regards
Relevant answer
Answer
This webinar might be useful, have a look
Kind Regards
Qamar Ul Islam
  • asked a question related to Customer Relationship Management
Question
7 answers
Currently researching the literature for drafting the topic.
Relevant answer
Answer
... This study aims to show the impact of the logistics management on customer satisfaction in small and mid-sized Algerian industrial companies, by interviewing the companies managers and everybody in charge of the logistic process, the interview questions will be based on some literature review issues. ...
  • asked a question related to Customer Relationship Management
Question
3 answers
I want to carry out a research on Machine learning impacts on Customer relationship management, however, i am finding it hard to get relevant previous researches so as to enable me develop my research questions.
I have used web of science and scopus to search on this.
Has anyone got ideas on this as it would help me go a long way in developing my research questions.
Relevant answer
Answer
There is no doubt that AI, Machine Learning, and NLP has a lot of practical applications both in the present and future sales worlds
  • asked a question related to Customer Relationship Management
Question
7 answers
Service quality
Customer satisfaction
customer loyalty
customer relationship management
Relevant answer
Answer
SERVQUAL cannot really 'measure' service quality. Quality of service is subjective, determined by the receiver. Therefor its measurement should be based on a measure of customer perception. A 10.000 feet definition would be Q=E-P, quality of service is expected service minus perceived service. Determine key result indicators for both, and do the math. A negative outcome reflects a negative perception, etc.
  • asked a question related to Customer Relationship Management
Question
5 answers
service quality
customer satisfaction
customer loyalty
customer relationship management
Relevant answer
Answer
Model of operational risk management based on the synergy of quality management principles, risk mamagement principles and total quality management approach.
  • asked a question related to Customer Relationship Management
Question
2 answers
Can someone please explain what is A-R-A model in short. The Wikipedia information is deficient. It would be great to discuss applications and how one can apply this model in the industry.
Relevant answer
Answer
Please read the article available at:
  • asked a question related to Customer Relationship Management
Question
3 answers
In current Customer Relationship Management, there are four important drivers
Mobile
Cloud
Social
Big Data
According to Gartner, ‘Internet of Things’ is going to be the fifth driver after these four.
Relevant answer
Answer
Dear Eniya Kulshreshtha,
as sources of information about IoT-based CRM, I would recommend:
  • Reinhold Decker, Christian Stummer: Marketing Management for Consumer Products in the Era of the Internet of Things; Advances in Internet of Things, July 2017
  • Samir Yerpude, Dr. Tarun Kumar Singhal: „Internet of Things based Customer Relationship Management - A Research Perspective“; International Journal of Engineering & Technology, 7 (2.7), April 2018; DOI: 10.14419/ijet.v7i2.7.10860
Best regards
Anatol Badach
See also:
  • Mohammad Rizvi: Implications of Internet of Things (IoT) for CRM
  • Dinesh Khedkar: Internet of Things and Customer Relaonship Management; Whitepaper
  • asked a question related to Customer Relationship Management
Question
5 answers
Practical setting in a company. Would like to develop a model to predict future value of customers to the company.
Important is to be able to make a distinction between customer characteristics and product characteristics.
What method is best to use, what CLV method or Customer Equity, CVT (customer valuation theory) etc.?
Anyone that is willing to share some tips with me for implementing such a model into an organization?
Relevant answer
Answer
Several studies in the area of Direct Marketing and Customer Relationship Management have shown a strong relationship between future and past pur- chase behavior
  • asked a question related to Customer Relationship Management
Question
2 answers
Hi, now I'm looking for existing literatures to apply Cox Proportional Hazards Model as survival analysis to customer churn predictions in marketing field.
Customer churn prediction is important in terms of Customer Relationship Management (CRM) and can be applied to following fields:
- Continuous service (such as )
- Continuous product (such as mobile apps)
- E-Commerce (such as Amazon, e-bay)
- Retailers (such as supermarket)
Do you have any suggestion?
  • asked a question related to Customer Relationship Management
Question
4 answers
CRM studies have been done mostly in other fields, esp. industry. I'm looking for models for implementing CRM in health care organizations- clinics, health stations, general hospitals, specialized hospitals and Primary Health Care (PHC) settings.
Relevant answer
Answer
I dont think there is specific model of CRM for Health Care
  • asked a question related to Customer Relationship Management
Question
4 answers
How has this role changed as a result of emerging technology and new trends in the marketplace?
Relevant answer
Answer
The CRM manager has to maintain a relationship with customers, using technology such as customer data and other technology to keep in touch using social media, AI. Data on non customers and building bridges to them is important
The ultimate role is to create more value for the customer. 
  • asked a question related to Customer Relationship Management
Question
6 answers
I am in the search of role of training in building employees relationship and helping in customer relationship management. kindly suggest some literature related to this subject.
Relevant answer
I believe that the humanistic education of all people, including employees, is a matter of relevance. The "hard sciences" alone do not give enough context to establish egalitarian and dignified human relations.
  • asked a question related to Customer Relationship Management
Question
13 answers
Are there any possibilities to measure the Customer satisfaction or Loyalty through secondary data specially extracted from the annual report of the company itself?
Relevant answer
Answer
You may refer to the supplement to annual report (see: Kaplan and Norton, 1996, p. 80), management’s discussion and analysis, and/or letters to shareholders (see: Jones, 2006, pp. 60-61), etc. You may also refer to Jones’ (2006) approach of studying customer satisfaction via annual reports.    
  • Jones, M. A. (2006) A content analysis of customer satisfaction in annual reports, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2006, 3, pp. 59-75.
  • Kaplan, R. S. and Norton, D. (1996) Using the Balanced Scorecard as a Strategic Management System, Harvard Business Review, 74, 1, pp. 75-85.
  • asked a question related to Customer Relationship Management
Question
9 answers
I noticed that customer experience is built nowadays not only through traditional channels (website, phone calls, live chat) but also through the use of new channels like social media, text and other burgeoning communication mediums through which clients can engage with companies. So I think managing the customer experience becomes a challenge for every company that wants to survive on the market.
Relevant answer
Answer
I think every company is different.  I teach at a university and then I also work at a  newspaper. At the newspaper, we have different consumer segments (those who read the news, and those who want to be the news.....)
I do not know about newspapers in other countries, but here in the north of Mexico for some people is important to be in the news. Like the mother to be who just had a baby shower, or the couple who just got married, or even the parents who spent a great deal in trowing the best birthday party for their kids.
The experience might begin then since the first phone call, whatsapp message or inbox they make to set the date for their event. Usually the girls at the phone are very nice. They take good care of the messages and set the agenda for the reporters and photographers. The reporters -or so I have been told- are always efficient at their work, they are nice with people and respectful. We try to take good note of people's names, and do a little research before going to the event (for example, if the bride's to be parents are divorced, we do not ask weird questions about last names not matching, or having three sets of parents instead of two)....
We publish the social events both in the print edition and in our digital version of the newspaper, as well as in our social networks (mainly Facebook).
After we publish the news, we always share the links with the readers (for example the groom and bride), so they can have the digital version ASAP and share it with their loved ones.
That makes them happy, and gives us more readers and traffic.
We publish a digital photo album for them to download (for free) or if they rather have it on a CD they can come to the office and pay just 5 dollars for their photos.
I believe we have happy readers, and they share their happinesss with others.
  • asked a question related to Customer Relationship Management
Question
2 answers
I am particularly interested in technical assistance provided by a federally funded TA Center to private sector businesses.
Relevant answer
Answer
Kindly find recently published paper on customer satisfaction
  • asked a question related to Customer Relationship Management
Question
5 answers
I will be grateful for your help
Relevant answer
Answer
The following paper may assist you in finding knowledge valuation model.
  • asked a question related to Customer Relationship Management
Question
7 answers
Apart from Quality Function Deployment what other tools we can use which translate the customer requirements into design specifications ?
Relevant answer
Answer
Dear Guatam,
Axiomatic Design (AD) systematically translates elicited customer requirements into physical designs.  Axiomatic Design differs from QFD in that it is defined in a ‘solution-neutral’ environment and so is more suited to innovative design. 
Axiomatic Design is a systematic and scientific basis for making design decisions [1].  It posits that there are fundamental principles that govern good designs [2, 3]. Which, are expressed as two axioms:
Axiom 1:  Maintain the independence of the functional requirements
Axiom 2: Minimize the information content of the design
The design world involves an interplay between ‘what we want to achieve’ and ‘how we choose to satisfy the need (i.e. the what)’.  The AD framework organizes this design world into four domains: Customer, Functional, Physical and Process Domains [2].  Tang et al [1] provide reasonable descriptions of the method, portions of which are duplicated exactly here:
'The AD method proceeds from a high level of abstraction to detailed design elements (i.e., from meta-product systems to assemblies to components to features to parameters).This activity of definition and detailing produces a prescriptive model of design hierarchy.  The decisions that are made at higher levels affect the statement of the design definition at lower levels. That is, the design team goes through a process whereby they zigzag between domains to decompose the design problem.  At a given level of design hierarchy, there exists a set of function requirements (FRs) defined as the minimum set of requirements needed at that level.  The definition of FRs depends on the solutions with design parameters (DPs), namely, defining acceptable FRs may involve several iterations.  Before zigzagging FRs, the corresponding hierarchical level DPs shall be selected.  Once a corresponding DP can satisfy a FR, a focused FR can be decomposed into a set of lower-level requirements.  The design team will develop different solutions for each DP to satisfy a FR and select the best alternative at each hierarchical level according to axiom 1 and axiom 2' [1].
I hope this is helpful to you.  Please contact me if you have any questions or would like any more information.
[1] D. Tang, G. Zhang, and S. Dai, “Design as integration of axiomatic design and design structure matrix,” Robot. Comput. Integr. Manuf., vol. 25, no. 3, pp. 610–619, Jun. 2009.
[2] N. P. Suh, The Principles of Design. Oxford University Press, 1990.
[3] N. P. Suh, Axiomatic Design: Advances and Applications. Oxford University Press, 2001.
  • asked a question related to Customer Relationship Management
Question
3 answers
Hello everyone, I look for data sets on E-CRM. I want to test my framework for improving data quality on E-CRM.
Relevant answer
Answer
I recommend a contact with an enterprise, which is marketing automation system user and propose a cooperation in the field of customer data analysis. If you have a database, you can modify it and perform simulations according to your needs. The profile of the enterprise should be consistent with your research objectives, of course.
  • asked a question related to Customer Relationship Management
Question
7 answers
If yes, could you please attach any resources.
Relevant answer
Answer
You may refer to my article using Aaker’s (1991) brand equity model. The paper is entitled as ' customer Decision Making Vis-à-Vis Halal branding ' published by Malaysian Management Review (MMR), Jan-Jun, Vol....,No.1, 2013 published by Malaysian Institute of Management.
  • asked a question related to Customer Relationship Management
Question
7 answers
After forming the clusters of customers of Banks, using various algorithms like - kmeans and decision tree. What are the ways we can validate the clusters formed by our method.
Relevant answer
Answer
Dear Mayur, here is the link to the clustering validation in general:
I have recently published a paper on clustering in banking, by using SOM methodology, and we used a predetermined methodology provided by the Viscovery (software that we have used). However, we have provided a logical validation of the clusters. It would be even better if you can apply a validation by the experts from the field, and also present this in the paper (we do not have this in our paper). 
Here are the links:
Bach, M. P., Juković, S., Dumičić, K., & Šarlija, N. (2014). Business Client Segmentation in Banking Using Self-Organizing Maps. South East European Journal of Economics and Business, 8(2), 32-41.
  • asked a question related to Customer Relationship Management
Question
5 answers
What the the strengths and weaknesses of the case studies you currently use? I'm particularly interested in Harvard-style longer case studies that develop insight into the managerial aspects of CRM.Thanks for your help!
Relevant answer
Answer
CRM at Shraddz
Ajanta Packaging can be another good case
  • asked a question related to Customer Relationship Management
Question
3 answers
Looking for validated survey instruments that link social responsibility to long term consumer relationships.
Relevant answer
Answer
Oops I saw you found already ....
  • asked a question related to Customer Relationship Management
Question
9 answers
Many studies have conceptualized CRM as an important tool to generate value to the organization, the stakeholders and to the environment. These studies are purely based on marketing principles (viewing the monetary performance). Value creation is a goal for both for-profit and non-profit businesses (sectors). Most bliterature seem to use the term "CMR" interchangeably for both sectors.
Relevant answer
Answer
Non-profits have several 'customers' or stakeholders - donors, sponsors, government agencies, clients, volunteers. Building close and lasting relationships with each of these groups helps nonprofits achieve their overall goals. The simplest example of this would be migrating one-time casual donors up the value ladder towards bequest status. Extracting value from donors means that non-profits have to offer something in return that is valued by the donor. Sure, there is a feel-good factor, but what about recognition, invitations to events, newsletters and so on. Value is a 2-way street and many non-profits simply fail to offer anything of exchange value to the donor. Have a look at my real-life case study of 'CRM at Christiancare' which you can download from The Case Centre. www.thecasecentre.org
  • asked a question related to Customer Relationship Management
Question
4 answers
CRM (Customer relationship management) is become mandatory for having a smart client relationship but it request some changes. So what's that impact on enterprise culture.
Relevant answer
Answer
Dear Ely attached papers may help u. all the best
  • asked a question related to Customer Relationship Management
Question
7 answers
I want to know whether small medium enterprise can retain their customers by providing satisfaction to their customer or not. In my research, I decide to measure their customer satisfaction first, but is suitable if I use the indicator of Servqual as the indicator? But in my opinion, it has no different either in small business or the large one. Does anyone have suggestion? 
Relevant answer
Answer
RATER or SERVQUAL.
  • asked a question related to Customer Relationship Management
Question
4 answers
I would like to have a report on finding on different countries especially with homogeneous and heterogeneous culture compared with China, to see the impact of the Guanxi
Relevant answer
Answer
Dear,
Do have a look on this article.
  • asked a question related to Customer Relationship Management
Question
12 answers
Firms around the world, particularly those in the clothes, food-nonfood and electrical sectors need to work on their supply chain policy and processes  which says a lot about the kind of company they are and the values they hold. 2013 Rana Plaza garment factory collapse in Bangladesh is just one example of the risk that firms face when their suppliers don’t meet acceptable standards of socially responsible behavior.
Today with aggravated outsourcing and high dependency on supplier, it’s pivotal that companies find the right supply chain configuration enabling them to create a network that is sustainable and effective in meeting customer expectations without sacrificing too much on profits.
Relevant answer
Answer
This topic is close to home for me, I was surprised that there wasn't a lot of literature on Chinese companies and supply chain mgmt:
Cramer, J. M. (2008). Organising corporate social responsibility in international product chains. Journal of Cleaner Production, 16(3), 395-400.
Boyd, D. E., Spekman, R. E., Kamauff, J. W., & Werhane, P. (2007). Corporate social responsibility in global supply chains: a procedural justice perspective. Long Range Planning, 40(3), 341-356.
Pirsch, J., Gupta, S., & Grau, S. L. (2007). A framework for understanding corporate social responsibility programs as a continuum: An exploratory study. Journal of business ethics, 70(2), 125-140.
Pedersen, E. R., & Andersen, M. (2006). Safeguarding corporate social responsibility (CSR) in global supply chains: how codes of conduct are managed in buyer‐supplier relationships. Journal of Public Affairs, 6(3‐4), 228-240.
Windsor, D. (2006). Corporate social responsibility: three key approaches. Journal of management studies, 43(1), 93-114.
Pedersen, E. R. (2006). Making corporate social responsibility (CSR) operable: How companies translate stakeholder dialogue into practice. Business and Society Review, 111(2), 137-163.
Longo, M., Mura, M., & Bonoli, A. (2005). Corporate social responsibility and corporate performance: the case of Italian SMEs. Corporate Governance: The international journal of business in society, 5(4), 28-42.
van der Wiele, T., Kok, P., McKenna, R., & Brown, A. (2001). A corporate social responsibility audit within a quality management framework. Journal of Business Ethics, 31(4), 285-297.
  • asked a question related to Customer Relationship Management
Question
5 answers
CRM is most effectively reached  consumers in the case of traditional retailers due to one-to-one contact. Organisations are investing heavily on CRM.  But have they  effectively  reached the consumers of organised retail.  What is your opinion?
Relevant answer
Answer
No. The CRM is most of all an organized software centred strategy and therefore it is highly impossible to reach the traditional marketers. However, there can be customization in the form of mobile applications to exercise the CRM at the traditional markets.
  • asked a question related to Customer Relationship Management
Question
3 answers
qualitative, quantitative and conceptual papers are highly appreciated.
Best regards, Doreén
Relevant answer
Answer
I can recommend:
Gilly, M. C., Stevenson, W. B., & Yale, L. J. (1991). Dynamics of complaint management in the service organization. Journal of Consumer Affairs, 25(2), 295-322.
Maute, M. F., & Forrester, W. R. (1993). The structure and determinants of consumer complaint intentions and behavior. Journal of Economic Psychology, 14(2), 219-247.
Fornell, C., & Wernerfelt, B. (1988). A model for customer complaint management. Marketing Science, 7(3), 287-298.
Sbaraini, S., & Carpenter, J. (1996). Barriers to complaints: a survey of mental health service users. Journal of management in medicine, 10(6), 36-41.
  • asked a question related to Customer Relationship Management
Question
4 answers
I am looking for articles that give insights into what drives a successful transition from a free on-line service to a for a fee (payable) service.
Relevant answer
Answer
Have a lot at this one also:
Pauwels, K., & Weiss, A. (2008). Moving from free to fee: how online firms market to change their business model successfully. Journal of Marketing, 72(3), 14-31.
  • asked a question related to Customer Relationship Management
Question
7 answers
I am trying to determine the effect of customer satisfaction on loyalty, mediated by percived corporate image
  • asked a question related to Customer Relationship Management
Question
7 answers
I'm trying to apply a SWOT analysis on my case. I want to know the steps and the procedure. If it be in the field of industry-university collaboration that'll be great. Thanks a lot.
Relevant answer
Answer
Why not try TOWS Analyses instead. First, see what are the treats that could make  this collaboration fail ,i.e. difference in vision,mission,management,org culture , leadership,business process, etc. Second, look for possible way/opportunity of doing collaboration in expected field. Third, see the weakness and strength of both parties in collaboration field. It could give advantage or disadvantage for either parties or both parties. Then, see your wisdom to find win-win solution.     
  • asked a question related to Customer Relationship Management
Question
4 answers
I am looking for some references about the relationship between student participation behavior and student citizenship behavior in marketing or higher education literature. I look at these behaviors outside the classroom setting. References about the relationship between these two constructs in other services contexts would be also helpful. Thanks
Relevant answer
Answer
Hi, Tamer:
A slightly similar recent research study (Yi, Natarajan and Gong, 2011) examined the effects of customer participation and citizenship behavior on employee performance, satisfaction and commitment, as well as indirect effects on turnover intention. The authors also examined how similarity and like-ability moderate the effects of customer participation and citizenship behavior on employee satisfaction. Here are ten references that you may find useful for your research study:
  • Yi Y, Nataraajan R, Gong T. Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention. Journal Of Business Research [serial online]. January 2011;64(1):87-95.
  • Athiyaman, Adee (1997), “Linking Student Satisfaction and Service
Quality Perceptions: The Case of University Education,”
European Journal of Marketing, 31 (7), 528–540.
  • Baldinger, Allan L., and Joel Rubinson (1996), “Brand Loyalty: The
Link Between Attitude and Behavior,” Journal of Advertising
Research, 36 (6), 22–34.
  • Carvalho, Sergio, and Marcio de Oliveira Mota (2010), “The Role
of Trust in Creating Value and Student Loyalty in Relational
Exchanges Between Higher Education Institutions and Their
Students,” Journal of Marketing for Higher Education, 20 (1),
145–165.
  • DeShields, Oscar W., Jr., Ali Kara, and Erdener Kaynak (2005),
“Determinants of Business Student Satisfaction and Retention
in Higher Education: Applying Herzberg’s Two-Factor
Theory,” International Journal of Educational Management,
19 (2), 128–139.
  • Helgesen, Øyvind (2008), “Marketing for Higher Education: A
Relationship Marketing Approach,” Journal of Marketing for
Higher Education, 8 (1), 50–78.
  • Molesworth, M., Scullion, R., & Nixon, E. (2011). The marketisation of Higher
Education and the Student as Consumer. New York, NY: Routledge.
Narver, J., & Slater, S. (1990). The effect of a market orientation on business
  • Ng, Irene C.L., and Jeannie Forbes (2009), “Education as Service:
The Understanding of University Experience Through Service
Logic,” Journal of Marketing for Higher Education, 19
(1), 38–64.
  • Organ D W and Lingl A (1995), “Personality, Satisfaction and Organizational
Citizenship Behavior”, Journal of Social Psychology, Vol. 135, pp. 339-350.
  • Wasmer, D., & Bruner, G. (2000). The antecedents of the market orientation in higher education. Journal of Marketing for Higher Education, 9(2), 93-105. 
Hope this helps!
Nadeem
  • asked a question related to Customer Relationship Management
Question
2 answers
For example, in the "gets-gives" conceptualization of customer value, the "gets" has been broadened from product/service quality to cover relationship or experience, and the "gives" has been broadened from cost/price to cover other non-monetary customer resources such as time, effort, emotion, etc.  
Relevant answer
Answer
I think its not only advantageous but also essential that the conceptual meaning of a construct be broadened based on the contextual specificity. That is why modern research is accepting adaptation and broadening of a construct to serve the specific needs of a particular study. Let me suggest a couple of examples:
The most popular approach to customer based brand equity (CBBE) is Aaker's CBBE dimensions. However, it is observed that the brand association dimension can lead to a myriad of associations that are very difficult to quantify. Therefore, brand equity studies consider 'brand image' instead of brand association. In this case 'image' which is a result of 'association' gets operationalised.
In service recovery literature 'atonement' is conceptualized as the tangible reward/ return made to disgruntled customer due to the loss he/she suffered because of the service failure. However, when this 'atonement' is operationalized, it is not restricted to the tangibles given to the customer. it also considers the mental and emotional facets of the consumer due to this atonement.
Summarizing,  broadening of the concept of the construct has to be made if it is so required.
  • asked a question related to Customer Relationship Management
Question
9 answers
 It needs to be assessing whether my belief that I trust you, or you trust me converges with the actual trust you have in me. Is there a gap between perceptions/beliefs and reality. In other words, if we want to know we are successful in making sure that others trust us, how do we know that they trust us sufficiently?
Relevant answer
Answer
All organizations in all sectors are based on trust; trust between management and employees, trust between management and owners, and trust between the organization and its customers. The high percentage of concern from consumers, especially green customers about the ingredients of their products confirms that there is a trust gap between companies and their consumers.
Furthermore, banks around the world are looking at online banking services as the next technology to reduce costs while maintaining or enhancing services to customers. Banks must understand, however, that the mediating use of technology increases the mistrust distance between banks and their customers.
Trust is critical to business success. Business leaders regularly pay homage to the need to earn and retain it. And no less a luminary in business than Warren Buffett has observed that trust is "like the air we breathe. When it's present, nobody really notices. But when it's absent, everybody notices."
For more information, you may look at the link:
  • asked a question related to Customer Relationship Management
Question
15 answers
Social marketing has historically been about using commercial marketing practices, as well as techniques from other areas such as social sciences, to influence positive behavioural change for social good. While it's been accepted that social marketing can learn from commercial marketing, we are now at the point where commercial marketing can learn from social marketing.
Relevant answer
Answer
A strong relationship exists between social and commercial marketing. Commercial marketing is a child of social marketing and not the vice versa.
 
 
  • asked a question related to Customer Relationship Management
Question
2 answers
Nowadays, customer portals are often just used as landing page for different e-services (like as asset management, service request management). How do you see the evolution of customer portals in connection with trends like big data etc.
Relevant answer
Answer
Evolution of portals are easy to use, they can see review or give review of product in multi form video audio text,they can share it through their soc-media, update information through all channel and rss feed,reminder complimentary discount and bonus on their selected product or survey given by the producer.
  • asked a question related to Customer Relationship Management
Question
12 answers
What do you think about the relationship between consumer and customer?
Relevant answer
Answer
A customer is always a consumer but a consumer may not be a customer. A customer may buy something for his or her friends or relatives but he or she needs to consume some level of service required to obtain the products or services.
A consumer may not be a customer as it they may just simply consume without going through the decision making process. And if they go through the decision making process, then they are also a consumer.
Not sure if this help?
  • asked a question related to Customer Relationship Management
Question
5 answers
Today's organizations are labeled as customer oriented organizations!
Relevant answer
Answer
Not *every* company is or even should be customer focused. CRM is just one of three possible business options, besides "capacity management" and "product innovation management". See: John Hagel III and Marc Singer, "Unbundling the corporation," The McKinsey Quarterly, 2000 strategy anthology: On strategy, pp. 147–156.
  • asked a question related to Customer Relationship Management
Question
6 answers
CRM is a strategy adopted by firms who are customer oriented i.e who concentrated on satisfying customers' needs and building relations with this customer in an aim to sustain and maintain the customer. however TQM is a strategy that focus on controlling, monitoring and auditing firms' processes and procedures in an aim to enhance the overall performance and to minimize default. but and what is the relationship between both strategies?
Relevant answer
Answer
TQM has been defined in a number of different ways by a number of different people. Besterfield (2004, p. 24) defined TQM as both a philosophy and a set of guiding principles that represent the foundation of a continuously improving organization. It is the application of quantitative methods and human resources to improve all the processes within an organization and exceed customer needs now and in the future.CRM can be a model for managing the interactions of an organization with its clients and customers.
As we know, customer focus, which is in line with CRM, is one of the main principles of total quality management. Thus, implementing CRM can lead to satisfy one of the requirement for applying total quality management.
  • asked a question related to Customer Relationship Management
Question
2 answers
I am preparing to develop an online course on crm theory and application and need a reputable course book preferably in an ebook format. So far I've found the following textbook with good reviews, but I'm open to opinions.
Relevant answer
Answer
Hi Corey.... I'm author of the book you mention in your request for information. There are teaching resources including Powerpoint decks and class exercises available online for adopters of the book. I hope the course goes well for you. Best wishes, Francis Buttle
  • asked a question related to Customer Relationship Management
Question
3 answers
I am interested in determinants (antecedents) of Marketing Orientation - conditions under which Marketing Orientation could be developed...
Relevant answer
Answer
There are so many!
Try these references:
Deshpande, Rohit and John U. Farley (1998b) “The Market Orientation Construct: Correlations, Culture, and Comprehensiveness”, Journal of Market-Focus Management, Vol.2, No.3, pp 237-240.
Kohli, Ajay K., Bernard J. Jaworski and Ajith Kumar (1993) “MARKOR: A Measure of Market Orientation”, Journal of Marketing Research, Vol. 30 (4), pp 467-477.
Narver, John C. and Stanley F. Slater (1990) “The Effect of a Market Orientation on Business Profitability”, Journal of Marketing, Vol.54 (4), pp 20-35.
Slater, Stanley F. and John C. Narver (2000) “The Positive Effect of a Market Orientation on Business Profitability: A Balanced Replication”, Journal of Business Research, Vol.48 (1), pp 69-81.
Ward, Steven and Aleksandra, Lewandowska (2008) “Is the Marketing Concept Always Necessary? The Effectiveness of Customer, Competitor and Societal Strategies in Business Environment Types”, European Journal of Marketing, volume 42, Number 1/2, pp 222-237
I really like the last reference, its a paper of mine published under my old surrname!
Good luck with your research.
Steve