Contemporary challenges in CRM technology adoption: a multichannel view

Awasthi, Preety; Dubey, Neeraj; Sangle, Purnima S.

doi:10.1504/ijecrm.2014.066882

Cited by 7 publications

(6 citation statements)

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“…Only three dimensions, that is, tangibles, responsiveness and empathy have the most significant effect on customer satisfaction in the life insurance corporation. Awasthi et al (2014) Some challenges have been identified at the initial stage of the implementation of CRM and multichannel CRM. At the implementation time, the challenges were poor integration of data; data did not define accurately, so issues related to the privacy arises, fragmented data leading to consistency challenges, data analysis issues, and technology integration issues.…”

Section: Classification By Country-wise (Where the Research Was Done)mentioning

confidence: 99%

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

Meena

Sahu

2021

Vision: The Journal of Business Perspective

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This article aims to review the literature on customer relationship management (CRM) research. This review article analyses the trends in CRM research, popular research topics and tools used in studies. This study presents how CRM research developed over 21 years in terms of critical areas, type of studies, sources of papers, the origin of articles (country-wise distribution), type of data used, under-researched areas and popular researched areas. The study provides a broad classification and summarizes the last 21 years of CRM research in an organized way. For this review article, research papers were taken from January 2000 to June 2020, that is, 21 years. A total of 104 papers were selected from different journals and conferences. Findings show that most of the articles were published in the year 2009. A total of 95% of articles were published in journals, and 5% were conference papers—most of the CRM research done in the USA and the United Kingdom. Empirical papers were maximum in number, whereas case studies were least. Primary studies were more than secondary studies. In review papers, the maximum times CRM and electronic customer relationship management (E-CRM) were taken as a basis for reviewing. The further article has classifications within primary studies and review papers. It also presents the most frequently used keywords and variables in literature. The study will be useful for researchers, practitioners and academicians for further CRM research. This study also provides the classification within primary studies based on data collection tools used, sampling technique used, sampling country, industry, statistical tests and methods and software used, also it gives a brief view of keywords and variables used in a total of 104 papers. This article provides the first such review on keywords and variables, thus presenting the classification on a different basis, which none of the published research has presented.

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Section: Classification By Country-wise (Where the Research Was Done)mentioning

confidence: 99%

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

Meena

Sahu

2021

Vision: The Journal of Business Perspective

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“…There are a number of challenges in implementing CRM in organisations. In this respect, Awasthi, Dubey, & Sangle, (2014) outlined that there are mainly two types of CRM challenges that include classical and contemporary challenges. In this respect, classical challenging exists from the initial stage of CRM adoption in the organisations and when left unattended, affect the further addition of channels for CRM purposes (Awasthi, et al, 2014).…”

Section: Crm and Cbe And Challenges In Implementing Crmmentioning

confidence: 99%

“…In this respect, Awasthi, Dubey, & Sangle, (2014) outlined that there are mainly two types of CRM challenges that include classical and contemporary challenges. In this respect, classical challenging exists from the initial stage of CRM adoption in the organisations and when left unattended, affect the further addition of channels for CRM purposes (Awasthi, et al, 2014). The contemporary challenges outlined that when there are multiple channels provided to the customers for various services (Awasthi, et al, 2014).…”

Section: Crm and Cbe And Challenges In Implementing Crmmentioning

confidence: 99%

“…In this respect, classical challenging exists from the initial stage of CRM adoption in the organisations and when left unattended, affect the further addition of channels for CRM purposes (Awasthi, et al, 2014). The contemporary challenges outlined that when there are multiple channels provided to the customers for various services (Awasthi, et al, 2014). According to Aldaihani & Ali, (2018) CRM has a significant impact on customer satisfaction, however, there are some challenges in implementing the CRM for example the technological challenges.…”

Section: Crm and Cbe And Challenges In Implementing Crmmentioning

confidence: 99%

“…Most of the findings of the study are consistent with the previous studies, however, some of them are not consistent or unique findings (Ahearne et al, 2012;Muro et al, 2013;Aldaihani & Ali, 2018). The financial problems and the lack of knowledge are the universal challenges in implementing anything new in the organisations, therefore, these are also very much important in the case of the implementation of the CRM (Muro et al, 2013;Awasthi et al, 2014).…”

Section: Changes In External Forcesmentioning

confidence: 99%

See 2 more Smart Citations

Exploring Challenges in Implementing Customer Relationship Management (CRM) for Customer Brand Engagement (CBE) in the Hospitality Industry: A Developing Country Perspective

2020

JIBM

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Implementation of the customer relationship management (CRM) for greater customer brand engagement is always challenging in the organisations. However, there is a scarcity of these challenges in relation to the hospitality industry of Bangladesh, which is one of the fast-growing countries in Asia where the hospitality industry is growing in every year. Hence, exploring the challenges can be effective for the managers as well as researchers for decision making and conducting future research respectively. Therefore, this study aimed to identify the challenges in implementing CRM process for the greater for the CBE in the hotel organisations in the hospitality industry of Bangladesh. Based on the qualitative approach, this study carried semi-structured interviews among 12 marketing managers working in different hotels in Bangladesh. The study identified a lack of knowledge, cost of CRM implementation, lack of communication, incorrect implementation, changes in external forces as the major challenges. This study also identified some other challenges such as lack of technology integration, lack of clear objectives organisations, lack of training, absence of the clear, lack of defined goals of organisations. The concluding remarks with the implications of the study and its limitations have also been included at the end of the study.

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Sentiment analysis for customer relationship management: an incremental learning approach

et al. 2020

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In recent years there has been a significant rethinking of corporate management, which is increasingly based on customer orientation principles. As a matter of fact, customer relationship management processes and systems are ever more popular and crucial to facing today’s business challenges. However, the large number of available customer communication stimuli coming from different (direct and indirect) channels, require automatic language processing techniques to help filter and qualify such stimuli, determine priorities, facilitate the routing of requests and reduce the response times. In this scenario, sentiment analysis plays an important role in measuring customer satisfaction, tracking consumer opinion, interacting with consumers and building customer loyalty. The research described in this paper proposes an approach based on Hierarchical Attention Networks for detecting the sentiment polarity of customer communications. Unlike other existing approaches, after initial training, the defined model can improve over time during system operation using the feedback provided by CRM operators thanks to an integrated incremental learning mechanism. The paper also describes the developed prototype as well as the dataset used for training the model which includes over 30.000 annotated items. The results of two experiments aimed at measuring classifier performance and validating the retraining mechanism are also presented and discussed. In particular, the classifier accuracy turned out to be better than that of other algorithms for the supported languages (macro-averaged f1-score of 0.89 and 0.79 for Italian and English respectively) and the retraining mechanism was able to improve the classification accuracy on new samples without degrading the overall system performance.

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Contemporary challenges in CRM technology adoption: a multichannel view

Cited by 7 publications

References 0 publications

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

Exploring Challenges in Implementing Customer Relationship Management (CRM) for Customer Brand Engagement (CBE) in the Hospitality Industry: A Developing Country Perspective

Sentiment analysis for customer relationship management: an incremental learning approach

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