Total quality management and information technologies: an exploration of the issues

Dewhurst, Felicity; Lorente, Ángel Rafael Martínez; Dale, B.G.

doi:10.1108/02656719910249333

Cited by 50 publications

(56 citation statements)

References 42 publications

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“…Leading organisations rely on CRM software systems to track and analyse customer-related information since their relations with customers can be greatly improved by using Information Technology (IT) (Karimi, Somers, & Gupta, 2001). Customisation is the essence of a customer-centered orientation of marketing strategy, and it can be reached by deploying and adapting CRM to customer needs and particularities (Dewhurst, Martinez-Lorente, & Dale, 1999). CRM seeks to expand customer-related knowledge, as well as it encourages its effective use to supervise consumers' purchase experiences, revenue growth and profitability.…”

Section: Crm and Customer Knowledge Managementmentioning

confidence: 99%

Customer relationship management: digital transformation and sustainable business model innovation

Oltra-Badenes

Lozano-Quilis

2020

Economic Research-Ekonomska Istraživanja

176

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The point of departure for this study is the understanding of customer relationship management (CRM) as a set of technological solutions key for efficient business management, the benefits of which, highlighted by previous works, are presented and defined here as crucial for entrepreneurial success. Of particular interest for this purpose are the existing studies on sustainability, which provide a viable research model to assess and validate the potential effect of each CRM component (sales, marketing, and services) on the three dimensions of sustainability (economic, environmental, and social). Upon confirmation of our hypotheses, the subsequent validation of such model should bring a better understanding of the way in which CRM-related benefits may increase the positive impact of its components on each dimension of sustainability. CRM can hence be considered a sort of Green IT, oriented toward digital transformation and sustainable business model innovation. Indeed, this research model may be the basis for a more specific methodology to measure the impact and benefits of applying CRM, understood, as we will contend, both in terms of sustainable business models and innovation.

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Section: Crm and Customer Knowledge Managementmentioning

confidence: 99%

Customer relationship management: digital transformation and sustainable business model innovation

Oltra-Badenes

Lozano-Quilis

2020

Economic Research-Ekonomska Istraživanja

176

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“…IT can simplify and upgrade the relationship with client. In fact organizations can be able to match by client relationship management systems by IT (Dewhurst et al, 1999) [8]. When organizations have got bigger data of consumers they would be able to do things easier by using data storage, searching and other information technologies (Yong, 2003) [31].…”

Section: Literaturementioning

confidence: 99%

The relations of organization structure and customer relationship management in Ansar Bank of Urmia

Azizzadeh¹,

Bahrami²,

Sfestani³

2014

Data Envelopment Analysis and Decision Science

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This study attempts to examin the relationship between dimensions of organizational structure with customer relationship management in Ansar Bank of Urmia. Data was collected in 2012. A questionnaire as an instrument and Likert mode was used. Cronbach`s alpha was used to determine the reliability of questionnaire. The reliability of 0.887 was calculated. The Study sample includes all staff of Ansar Bank in Urmia that is 100 persons. After evaluation of validity and reliability of questions, distributed in all over the province and achieved data were purified, classified and analyzed by methods of parametric and Spearman correlation analysis. The results indicate that a positive relation exist between dimensions of organizational structure and customer relationship management.

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“…During this phase, there seemed to be a common understanding that information technology would help the management of customer relationships (Dewhurst et al, 1999;Karimi et al, 2001; see also Campbell, 2003). However, gradually the research into CRM evolved under multiple banners resulting in a fragmented set of approaches, definitions, and research results.…”

Section: From Empowering Firmsmentioning

confidence: 99%

Extending customer relationship management: from empowering firms to empowering customers

Saarijärvi

Karjaluoto

Kuusela

2013

J of Systems and Info Tech

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PurposeThe focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co‐creation. This paper seeks to explore and analyse contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within CRM. This provides a good basis for critically analysing the current status of both CRM theory and practice.Design/methodology/approachThe paper reviews CRM literature published 2003‐2011. Based on the literature review, it introduces a conceptual framework of the changing role of customer data in the CRM framework.FindingsLiterature has not adequately addressed the role of the emerging service orientation, value co‐creation and the opportunities provided by new technology and communication channels. Drawing on a thorough CRM literature review, we argue that a fundamental change in CRM thinking is needed to shift the focus of CRM from empowering firms to empowering customers.Research limitations/implicationsThe paper is conceptual in nature and presents only a few empirical examples of the changing role of customer data within the CRM framework. The paper calls for more research on the emerging service orientation, value co‐creation and the impact of new media on the contemporary CRM framework.Practical implicationsCustomer data remain, and will remain, a critically important input resource informing a firm's processes. However, using customer data for the benefit of the customer too, to serve customers better, is clearly an emerging phenomenon. Refining and giving customer data back to customers may represent a future mechanism through which companies deepen and develop their customer relationship management to a whole new level.Originality/valueThe study is among the first attempting to critically evaluate the contemporary CRM framework from the perspective of empowering customers.

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Total quality management and information technologies: an exploration of the issues

Cited by 50 publications

References 42 publications

Customer relationship management: digital transformation and sustainable business model innovation

Customer relationship management: digital transformation and sustainable business model innovation

The relations of organization structure and customer relationship management in Ansar Bank of Urmia

Extending customer relationship management: from empowering firms to empowering customers

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