An initial approach for Improving CRM systems implementation projects

Bibiano, Luis H.; Marco-Simó, Josep M.; Pastor, Joan Antoni

doi:10.1109/cisti.2014.6876945

Cited by 7 publications

(5 citation statements)

References 5 publications

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“…While such findings are consistent as theoretical with those of previous theoretical research; Dwyer and Tanner (2002); Body and limayem (2004). In contrast, a previous research has provided very limited empirical insight into the impact of (Identify source of customer) Mediation by (Knowledge about customer) on customer satisfaction, such as (Bibiano and Pastor, 2006).…”

Section: Table 7 (T) Value and (Beta) Value For Knowledge About Custo...supporting

confidence: 87%

An Empirical Study to Evaluation of Customer Acquisition Processes on Customer Satisfaction

Alhawari

Alryalat

Hunaiti

2016

International Journal of Service Science, Management, Engineering, and Technology

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In today's highly competitive environment, the organizations have been paying considerable attention to improve their customer satisfaction. For this reason, the purpose of this paper is to suggest a model defines how the combination between customer acquisition processes and knowledge about customer would improve the customer satisfaction. This paper adapts the quantitative research approach by using the survey strategy which is conducted by a questionnaire collected from 193 people working in the management position of Jordanian telecommunication organizations. The researcher uses the PLS as an analysis technique to test all hypotheses. The findings suggest that there is a positive effect of adapting the customer acquisition processes in improving the customer satisfaction mediating by the knowledge about customer. The proposed model makes a contribution on the part of the customer acquisition processes and the knowledge about customer and can be used as a structure of reference for the incorporation between them in order to attain the customer satisfaction.

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Section: Table 7 (T) Value and (Beta) Value For Knowledge About Custo...supporting

confidence: 87%

An Empirical Study to Evaluation of Customer Acquisition Processes on Customer Satisfaction

Alhawari

Alryalat

Hunaiti

2016

International Journal of Service Science, Management, Engineering, and Technology

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“…The use and implementation of the CRM system has increased over the last decade, along with issues of academic research related to the issues of the implementation process, which has somehow have been identified and controlled (6). CRM system implementation process refers to all functions, technical and organizations involved in activities preparation and introduction of the system into company, either install the software throughout the company, or in strategic areas (5). Critical Success Factors (CSF) was related issues that need to be addressed and needs to be tackled in the implementation process to satisfy the process.…”

Section: Literature Reviewmentioning

confidence: 99%

Customer Relationship Management (CRM) Implementation Perception and Barriers for Zakat Institution: Case Study Approach

Hamid¹,

Ahmad²,

Harun³

et al. 2016

IJCA

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Zakat is one of the demands that must be fulfilled by the Muslims who have the ability to contribute in terms of property or money to be distributed to the poor and the needy as well as other beneficiaries based on certain Qur"an verses that clearly stated the compulsory of Zakat obligations. Therefore, a systematic and efficient mechanism is necessary for the collection and distribution of Zakat. It is important to identify the perception and the barriers for the implementation of Zakat CRM system. The method for this research is using a case study which comprises interview session with several groups, observation of work processes and report analysis. This research is towards establishment of implementation framework for Zakat CRM system.

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“…According to Bibiano, the human resource planning is a continuous process that contributes to identifying both the current and future needs of the human resource. The progression is aimed at achieving the organization goals [2]. Moreover, Strategic Human resource planning and management (SHRM) supports long-term organizational goals about the strategic business framework.…”

Section: Hr Strategic Planningmentioning

confidence: 99%

The Role Played by Strategic Planning in the Performance of Hotel HR Departments: The Case of Turkish Republic of North Cyprus (TRNC)

Ag¹,

Esenyel²

2016

J Tourism Hospit

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An initial approach for Improving CRM systems implementation projects

Cited by 7 publications

References 5 publications

An Empirical Study to Evaluation of Customer Acquisition Processes on Customer Satisfaction

An Empirical Study to Evaluation of Customer Acquisition Processes on Customer Satisfaction

Customer Relationship Management (CRM) Implementation Perception and Barriers for Zakat Institution: Case Study Approach

The Role Played by Strategic Planning in the Performance of Hotel HR Departments: The Case of Turkish Republic of North Cyprus (TRNC)

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