Impacts of Big-Data Technologies in Enhancing CRM Performance

Taleb, Nasser; Salahat, Mohammad; Ali, Liaqat

doi:10.1109/icim49319.2020.244708

Cited by 5 publications

(16 citation statements)

References 12 publications

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“…The most common concern that the interviewees believed would be the most dangerous was the privacy and security issues in Meta, followed by the negative impact of the Metaverse can have on the user's mental health. Although, the other factors should still be taken into consideration such as the lack of regulation as it can related to mental health and security issues, along with the power control issue and spread of misinformation [49,50,77,78,79,80].…”

Section: Discussionmentioning

confidence: 99%

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Studying the Metaverse Effect on its Users

Ghazal

Issa

Dmour

et al. 2022

PJETS

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This research is set to answer the question how Metaverse can be a dangerous space for its users. Metaverse is a collection of Meta applications such as Facebook, Instagram, WhatsApp and Oculus that is integrated into virtual reality (VR) and augmented reality (AR). To answer the question, different issues that were undertaken in the history of Meta and its CEO, Mark Zuckerberg, was taken into account to see the potential negative effects it will have on end-users. The potential issues Metaverse can have includes issues with uneven power distribution, issues with cyber security and privacy threats, and negative impact on the user’s mental health. An interview was conducted and the results supported the prior claims, with an emphasis on the dangers of lack of security and privacy leaks and breaches, followed by mental health concerns, then lack of regulations, followed by spread of misinformation and abuse of power. The solutions to these issues consisted of adding and adopting better regulations, integrating a monitoring system, and including a function for tracking and limiting end-user’s screentime. Alas, technology and the internet are ever-changing and needs constant evaluation and regulations, especially if it is from a big tech-company such as Meta. A company is useless without its customers, so keeping them safe should always be a top priority.

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Section: Discussionmentioning

confidence: 99%

“…Starting off with the Likert scale data analysis, the table below illustrates the results of the scale based on what issues each interviewee felt was most important to cover [77,78,79,80]. Each issue is rated from 1 to 5, 5 being the most important and relevant [29,30,31,32,34,35]:…”

Section: A Methodologymentioning

confidence: 99%

Studying the Metaverse Effect on its Users

Ghazal

Issa

Dmour

et al. 2022

PJETS

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“…Using technology in CRM helps companies improve customer experience, maximize customer value, and assist in making better business decisions. For example, companies use CRM software to manage customer databases, track customer interactions with the company, and perform data analysis to understand customer needs and preferences [10], [11].…”

Section: A Utilization Of Technology In Crmmentioning

confidence: 99%

Artificial Intelligence, Blockchain, Machine Learning, and Customer Relationship Management

Idian¹,

Hassan²,

Terzungwe

2023

BST

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This article discusses the utilization of technology, particularly artificial intelligence (AI) and blockchain, in customer relationship management (CRM). The use of technology in CRM helps companies improve customer experience, maximize customer value, and make better business decisions. AI plays a crucial role in managing CRM by collecting, analyzing and personalizing customer data, predicting customer decisions, and creating chatbots. Blockchain improves the transparency, security and accuracy of customer information stored in CRM. Research data shows that the combination of AI and blockchain in CRM can lead to increased business efficiency, improved customer experience, revenue increase, improved data security and increased transparency of customer information.

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“…This emerging research stream is known as Big data-enabled CRM (Hallikainen et al. , 2020; Taleb et al. , 2020; Anshari et al.…”

Section: Introductionmentioning

confidence: 99%

“…, 2018). To refer to the BD integrating practices into corporate CRM implementation to provide value to customers and enable managers and decision-makers to maintain effective CRM to achieve a competitive advantage over their rivals (Taleb et al. , 2020).…”

Section: Introductionmentioning

confidence: 99%

Big data analytics and market performance: the roles of customization and personalization strategies and competitive intensity

Kamel

2023

JEIM

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PurposeBig data analytics (BDA) plays a crucial role in understanding customer behavior through Customer Relationship Management (CRM), especially in a rapidly changing business environment. This paper investigates the direct effect of BDA use on market performance, besides the mediating effect through Big Data-enabled CRM strategies adoption (e.g. customization and personalization). The paper also examines the moderating role of competitive intensity in these effects.Design/methodology/approachDrawing from a knowledge-based view (KBV) and Organizational Information Processing Theory (OIPT), the authors formulated the research model. Subsequently, the measurement model and hypotheses were tested through PLS-SEM on online survey data of 229 managers from 167 companies out of Egypt's top 500.FindingsThe results indicated that BDA use does not directly affect the market performance, but this effect was significant through customization and personalization strategies adoption. The results also revealed a positive association between BDA use and the adoption of these strategies. Furthermore, competitive intensity only moderates the relationship between BDA use and personalization strategy adoption.Research limitations/implicationsCompanies can use BDA to improve customer knowledge and experience through customization and personalization, leading to better market performance and moving towards becoming a Big Data-driven organization. This study is limited to companies in the Egyptian context, which restricts the generalizability of the results.Originality/valueThis study conceptually and empirically explores how BDA usage, customization and personalization strategies impact market performance under competitive intensity situations, especially in the context of emerging markets.

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Impacts of Big-Data Technologies in Enhancing CRM Performance

Cited by 5 publications

References 12 publications

Studying the Metaverse Effect on its Users

Studying the Metaverse Effect on its Users

Artificial Intelligence, Blockchain, Machine Learning, and Customer Relationship Management

Big data analytics and market performance: the roles of customization and personalization strategies and competitive intensity

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