Customer relationship management: key components for IT success

Bose, Ranjit

doi:10.1108/02635570210419636

Cited by 265 publications

(176 citation statements)

References 10 publications

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“…According to the e-business literature, customer relationship management (CRM) is an integration of technologies and business processes, whose goal is to satisfy customers with their needs during any given interaction [10]. As customer interaction is one of the key processes in CRM, many companies struggle with how to implement new media using information technology for their customer interaction in a cost-effective and ubiquitous manner.…”

Section: Interactivitymentioning

confidence: 99%

Sustainable Corporate Social Media Marketing Based on Message Structural Features: Firm Size Plays a Significant Role as a Moderator

Kang

Park

2018

Sustainability

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Social media has been receiving attention as a cost-effective tool to build corporate brand image and to enrich customer relationships. This phenomenon calls for more attention to developing a model that measures the impact of structural features, used in corporate social media messages. Based on communication science, this study proposes a model to measure the impact of three essential message structural features (interactivity, formality, and immediacy) in corporate social media on customers' purchase intentions, mediated by brand attitude and corporate trust. Especially, social media platforms are believed to provide a good marketing platform for small and medium enterprises (SMEs) by providing access to huge audiences at a very low cost. The findings from this study based on a structural equation model suggest that brand attitude and corporate trust have larger impacts on purchase intention for SMEs than large firms. This implies that SMEs with little to no presence in the market should pay more attention to building corporate trust and brand attitude for their sustainable growth.

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Section: Interactivitymentioning

confidence: 99%

Sustainable Corporate Social Media Marketing Based on Message Structural Features: Firm Size Plays a Significant Role as a Moderator

Kang

Park

2018

Sustainability

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“…However, the support of the senior management team is essential to integrate systems with the implementation plan for WCM, Avlonitis and Karayanni, [22], Mora-Monge et al [23]. Bose [24] reinforces that programs of people awareness management are important for WCM implementation.…”

Section: Wcm Concepts Through Its Evolutionmentioning

confidence: 99%

Cost Deployment Tool for Technological Innovation of World Class Manufacturing

Silva¹,

Kovaleski²,

Gaia³

et al. 2013

JTTs

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This article brings a discussion about using the Cost Deployment methodology for technological innovation in the World Class Manufacturing (WCM) systems at Fiat Group Automobiles Production System (FAPS). It aims to show how this tool acts in the technical pillars of the WCM, and its proper use as an alternative to innovate in production processes, achieving a drastic reduction in wastes and cost optimization during specific activities in production systems. The Cost Deployment builds a distinctive transversal method of WCM which helps to promote and provide extremely effectiveness in the activation of more specific methods that have been tried successfully in the Japanese manufacturing improvements. It also allows to link the operational performances, usually measured with indicators such as efficiency, providing number of defects, hours of desaturation. The used methodology was based on a literature review about the proposed topic. It ends up finding that the Cost Deployment tool is one of the most sophisticated technological innovations existing for the production systems of the World Class Manufacturing.

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“…Accordingly, it is important to emphasize that technology does play a substantial role in CRM efforts (Chen & Popovich 2003). Empowered by advanced technologies, companies can, among other things, gather an unprecedented amount of data on their customers, and, subsequently, turn this data into customer knowledge (Bose 2002). Accordingly, a customer database enables information on customers from all relevant departments to be centralized in order to further use it intelligently to develop relationships with those customers (Reinartz et al 2004, Jayachandran et al 2005.…”

Section: -Degree View Of Its Customersmentioning

confidence: 99%

Mobile Customer Relationship Management: a communication perspective

Sinisalo

Karjaluoto

2007

IJECRM

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This study examines communication through the mobile medium in customer relationship management (hereafter mCRM). Although the academic research on mCRM is gradually evolving, there is still a lack of empirical research on this topical issue. Therefore, the purpose of this study is to begin to fill this gap by enhancing the theoretical and practical understanding of mCRM.The empirical part of the study is conducted as a qualitative case study. Seven Finnish companies utilizing the mobile medium as a communication channel in CRM were selected for the empirical analysis. Interviews, observations and personal experiences gained within those companies form the main sources of data.The main theoretical contributions of the present study to existing academic literature are as follows. First, the study proposes the conceptualization of the focal phenomenon of the study, mCRM, and further elicits the salient characteristics of it. Second, following the conceptualization, the study focuses on communication as the core of the interaction between the company and the customer via the mobile medium. Accordingly, the study sheds light on the key elements of the communication process within mCRM and its various phases. Third, the study founds a theoretical framework for mCRM; identifying the customer relationship management, mobile commerce and communication literature streams that define mCRM theoretically. Fourth, the study elaborates on the specific role of the mobile medium as a channel within CRM and highlights the ways in which it differs from all other channels within the multichannel CRM environment.Although mCRM communication has an inherent potential to benefit both company and customer, it has been utilized quite cautiously to date. This is rather surprising given that, compared to other channels, the mobile medium has an exceptional ability to reach people. In addition, greater utilization of the mobile medium could save time and money. This is because many face-to-face encounters could easily be replaced by communication through the mobile medium. The study offers guidelines on aspects ranging from the initiation of mCRM to actual communication through mCRM. Hopefully, the findings of this study will encourage managers, regardless of industry, to consider whether their company could provide added-value of any kind through the use of the mobile medium to benefit their customer relationships.

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Customer relationship management: key components for IT success

Cited by 265 publications

References 10 publications

Sustainable Corporate Social Media Marketing Based on Message Structural Features: Firm Size Plays a Significant Role as a Moderator

Sustainable Corporate Social Media Marketing Based on Message Structural Features: Firm Size Plays a Significant Role as a Moderator

Cost Deployment Tool for Technological Innovation of World Class Manufacturing

Mobile Customer Relationship Management: a communication perspective

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