Customer relationship management (CRM) towards service orientation in hospitals: A review

Vaish, Aditya; Vaish, Abhishek; Vaishya, Raju; Bhawal, Sarika

doi:10.1016/j.apme.2016.11.002

Cited by 15 publications

(7 citation statements)

References 10 publications

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“…Therefore, CRM is perceived as a data-related technology that allows for higher profits or a strategic approach that brings value (Triznova et al 2015). The advantage of CRM may be that it improves customer service, reduces costs, and better maintains clients (Vaish et al 2016), (Kim and Kim 2009). The main goal of CRM is not profit, but the creation of value.…”

Section: Setting Up a Crm Systemmentioning

confidence: 99%

The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

Pohludka¹,

Štverková

2019

Administrative Sciences

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The biggest key aspect to the success of a business is a satisfied customer. For this reason, it is possible to state that the growing trend of focusing on the customer and his/her needs has prevailed in recent years. The aim of this article is to analyze the use of CRM (Customer Relationship Management) systems in small- and medium-sized enterprises (SMEs) in the Czech Republic and to find the determinants for CRM system implementation. The best practice for CRM implementation suitable for SMEs is clarified using a specific case of a global enterprise. A fully functional CRM system can be considered a competitive advantage, and this is not only the case for global companies, but also for small and medium enterprises. Using a functional CRM interconnected with an ERP system, enterprises are able to manage business and direct marketing activities, as well as the company’s overall profits. These functional systems lead to an integrated system called funnel management, which improves customer relationship management and leads to a sustainable business.

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Section: Setting Up a Crm Systemmentioning

confidence: 99%

The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

Pohludka¹,

Štverková

2019

Administrative Sciences

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“…While orienting new employees, commitment towards further orientating customers should be well articulated along with the best practice of hiring (Mawby and Worthington, 2002;Zhang, 2010;Gazzoli et al, 2013;ELSamen and Akroush, 2018). The talented employee helps to sustain quality and improve customer relation (Vaish et al, 2016), and make the workenvironment light. Presthus (1962) stated that people learn their traits through experiences while working in an organisation (Patterson et al, 2004;Christmann et al, 2016;Masa'deh et al, 2018).…”

Section: Building Customer Relations Through Employee Orientationmentioning

confidence: 99%

Embracing the employee orientation: does customer relationship matter in brand building?

Jhamb

Kampani

Arya

2021

BIJ

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PurposeThe study aims to explore the themes responsible for employee orientation and further their role in building strong customer relationships in telecom and organized retail outlets in emerging markets.Design/methodology/approachEmploying the qualitative approach, a total of 31 in-depth interviews with customer relationship management (CRM) officers of telecom and organized outlets were carried out. Data were analysed using NVIVO-12 plus and ATLAS tools.FindingsThe analysis extracted 13 unique themes namely training and development, communication skills, convincing skills, interpersonal skills, knowledge management, grievance handling, organisation's culture development, service climate, adaptive behaviour, customer retention skills, customer profiling, trust and commitment, and suitability of employees. The results claimed that these themes can assist in building strong customer relationships. However, the extent of the significance of themes may vary for telecom and organized retail outlets.Research limitations/implicationsThe findings have vital implications for frontline employees to drive customer value as they directly involve with customers. Findings further suggest that hiring of employees according to their location and catchment area of outlets are utmost important.Originality/valueEmployee orientation is an indispensable determinant in building a sustainable relationship with customers through uniqueness and consistency in meeting customers' expectations. This is a first attempt to explore the various unique themes responsible for employee orientation and the imperative role of such themes in maintaining long-lasting customer relationships.

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“…Konsep CRM berakar pada teori Hubungan Marketing (Khachaturyan, 2012). Teknologi CRM memungkinkan perusahaan untuk mengumpulkan dan menghasilkan pengetahuan pelanggan secara terus menerus (Vaish, Vaish, Vaishya, & Bhawal, 2016). Sehingga pertumbuhan sistem informasi dan teknologi internet yang begitu cepat memungkinkan terjadinya interaksi bisnispelanggan dalam sebuah perusahaan, maka tuntutan terhadap teknologi dibutuhkan (Almotairi, 2009 Sebagai sistem aplikasi bisnis yang berorientasi pada pelanggan, CRM difokuskan pada proses front-office yang terlibat dalam siklus CRM, yang terdiri dari penjualan, layanan pelanggan dan otomatisasi pemasaran.…”

Section: Pendahuluanunclassified

Mengukur Kesiapan Implementasi Customer Relationship Management (CRM) Model Application Service Provider (ASP) pada Usaha Mikro Kecil Menengah (UMKM) di Indonesia

Rianto

Setyohadi

2017

JISEBI

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Abstrak-UMKM menjadi penyumbang utama pendapatan nasional untuk suatu Negara, khususnya Negara berkembang. UMKM tumbuh dan menyerap banyak tenaga kerja dan menjadi roda perekonomian utama. Indonesia menjadi salah satu dari banyak negara, dimana UMKM memberikan banyak kontribusi pendapatan nasional dan penyerapan tenaga kerja. Dalam bisnis, perubahan diperlukan agar tetap hidup dan berkembang, dalam hal ini perubahan bisnis yang bersifat konvensional ke e-bisnis. Salah satunya adalah CRM, CRM telah banyak digunakan oleh perusahaan-perusahaan besar untuk mengembangkan bisnis mereka. Implementasi CRM membutuhkan modal yang besar, khususnya aplikasi CRM model tradisional. Dibandingkan dengan Model ASP, CRM model ini sangat sesuai untuk UMKM khususnya di Indonesia karena dari segi keuangan dapat dijangkau oleh UMKM di Indonesia. Pada penelitian ini sebanyak 30 UMKM tingkat menengah digunakan sebagai koresponden dan digunakan untuk mengukur kesiapan UMKM di Indonesia menggunakan teknologi CRM dengan model ASP. Dimana pada hasil penelitian mengenai kegiatan yang berhubungan dengan CRM dilihat dari dimensi intelektual, sosial dan teknologi masih terlihat sangat rendah.Kata Kunci-Application Service Provider, Customer Relationship Management, e-Bisnis, Usaha Mikro Kecil Menengah. Abstract-SMEs have become a major contributor to the national income of a country, particularly a developing country. SMEs grow and absorb a lot of labor and become major economic wheel. Indonesia becomes one of many countries in which SMEs have contributed greatly to national income and employment. In business, change is needed in order to make it survive and develop; in this case is the change of conventional business to e-business. One of the changes is CRM, which has been widely used by giant companies to develop their business. CRM implementation requires substantial financial capital, particularly the application of traditional CRM. Compared to ASP model, this model is very appropriate for SMEs, especially in Indonesia, because it is affordable for SMEs in Indonesia. In this study, 30 middle-level SMEs were involved as correspondents and used to measure the readiness of SMEs in Indonesia using CRM technology with ASP model. Whereas, the results of research on activities associated with CRM viewed from intellectual, social, and technological dimension still look very low.

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Customer relationship management (CRM) towards service orientation in hospitals: A review

Cited by 15 publications

References 10 publications

The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

Embracing the employee orientation: does customer relationship matter in brand building?

Mengukur Kesiapan Implementasi Customer Relationship Management (CRM) Model Application Service Provider (ASP) pada Usaha Mikro Kecil Menengah (UMKM) di Indonesia

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