PROCEDURE OF SUCCESSFUL PREPARATION AND IMPLEMENTATION OF CRM IN THE COMPANY
|
|
- Damian Morton
- 8 years ago
- Views:
Transcription
1 Journal of Information, Control and Management Systems, Vol. 5, (2007), No PROCEDURE OF SUCCESSFUL PREPARATION AND IMPLEMENTATION OF CRM IN THE COMPANY Viliam LENDEL, Milan KUBINA University of Žilina, Faculty of Management Science and Informatics, Slovak Republic viliam.lendel@fri.uniza.sk, milan.kubina@fri.uniza.sk Abstract Using information technology is a challenge for businessmen to raise their competitive advantage. Whether the business processes are run successfully or not is decided by daily job of company workers. This article deals with CRM processes, their work in implementation of CRM in company. The largest part of this article deals with prepared procedure of successful preparation, implementation and innovation of CRM. This procedure consists of four basic stages, which interact with each other. Content of individual stages is specified in an article step by step. Effective CRM implementation requires a front-line information system that shares relevant customer information across all interface units. Relational databases, data warehousing, and data mining tools are thus very valuable for CRM systems and solutions. Keywords: CRM, CRM process, procedure, customer, preparation, relation 1 INTRODUCTION Customer relationship management (CRM) is a comprehensive strategy and process of acquiring, retaining, and partnering with selective customers to create superior value for the company and the customer. It involves the integration of marketing, sales, customer service, and the supply-chain functions of the organization to achieve greater efficiencies and effectiveness in delivering customer value. [1] Communication with customer partners is a necessary process of relationship marketing. It helps in relationship development, fosters trust, and provides the information and knowledge needed to undertake the cooperative and collaborative activities of relationship marketing. Customer relationship management is a broad term that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer, vendor, partner, and internal process information.
2 234 Procedure of Successful Preparation and Implementation of CRM in the Company There are three aspects of CRM, which can each be implemented in isolation from each other: - Operational CRM - automation or support of customer processes that includes a company s sales or service representative, - Collaborative CRM - direct communication with customers that does not include a company s sales or service representative ( self service ), - Analytical CRM - analysis of customer data for a broad range of purposes. Several scholars studying buyer-seller relationships have proposed relationship development process models. Building on that work a four-stage CRM process framework will be developed. This framework comprises of the following four subprocesses: [1] - A customer relationship formation process, - A relationship management and governance process, - A relational performance evaluation process and - A CRM evolution or enhancement process. Figure 1 depicts the important components of the process model. Figure 1 The CRM Process Framework [1]
3 Journal of Information, Control and Management Systems, Vol. 5, (2007), No SUPPORTING PROCEDURE FOR SUCCESSFUL PREPARATION OF CRM IN THE COMPANY Proposed supporting procedure for successful preparation of CRM in an organization has four general phases, which are interlock. These general phases are: 1. Effective work with information. 2. Change of organizational structure. 3. Change of thinking. 4. Successful preparation of CRM. effective work with informations change of organizational structure change of thinking successful preparation of CRM Figure 2 Individual phases of the procedure Figure 3 depicts the important components of the supporting procedure for successful preparation of CRM in organization.
4 236 Procedure of Successful Preparation and Implementation of CRM in the Company individual phases accumulation of all valuable informations in database effective work with informations communication between sales, marketing und services arrange for information access more individual contacts with customers apply principles of effective work with informations change of organizational structure managerial function creating and interpretation of employees vision of change necessary knowledges assurance to change motivational system upgrade quality CRM work with integrated tools of areas IT creating of competent action plan accumulation of financial and personal resources successful change needs of people required situation ideal display change of thinking development of individual scenarios confidential and fast prognoses orientation of effects apply causal process more time of customer effective process control and investing in customer troublefree running of business processes successful preparation of CRM quality of people knowledges upgrade about products, services and behaviour from customer point of view identification of all processes related to CRM creating own process model of CRM revision of processes diferentiation of competition quality of head office assigning of priority to missing processes of CRM phase identification of development processes CRM, in which the company wants to be replacement of image Figure 3 Supporting procedure for successful preparation of CRM in organization 2.1 Effective work with information This phase informs about necessity of effective work with information in process of successful preparation of CRM in organization. Company can achieve this work by realization of following processes: - Accumulation of all valuable information in database, - Arrange for information access,
5 Journal of Information, Control and Management Systems, Vol. 5, (2007), No Apply principles of effective work with information. communication between sales, marketing und services accumulation of all valuable informations in database arrange for information access apply principles of effective work with informations more individual contacts with customers Figure 4 Effective work with information 2.2 Change of organizational structure If company applies principles of effective work with information, it can proceed to the second phase. Principal aim of this phase is successful implementation of change of organizational structure. managerial function creating and interpretation of employees vision of change necessary knowledges assurance to change quality CRM motivational system upgrade work with integrated tools of areas IT creating of competent action plan accumulation of financial and personal resources successful change Figure 5 Change of organizational structure
6 238 Procedure of Successful Preparation and Implementation of CRM in the Company If company top management wants to successfully manage these changes, it is necessary for the company to realize following processes: - Creating and interpretation of employees vision of change, - Necessary knowledge assurance to change, - Motivational system upgrade, - Accumulation of financial and personal resources, - Creating of competent action plan. 2.3 Change of thinking Realization of change of organizational structure in the company fails. Company must achieve the change of thinking. The companies, which want to succeed, must think about effects of their activities. The company can achieve change of thinking by realization of these processes: - Required situation ideal display, - Development of individual scenarios, - Apply causal process, - Effective process control and investing in customer. needs of people orientation of effects required situation ideal display development of individual scenarios apply causal process confidential and fast prognoses more time of customer effective process control and investing in customer troublefree running of business processes Figure 6 Change of thinking in company Company must principally aim for the needs of people. Investment in customer doesn t always cost marketing and sales. Investment orientation of effects meaning,
7 Journal of Information, Control and Management Systems, Vol. 5, (2007), No that the company renounce of actual cash flow for account for assurance of future cash flows thanks to good relationships. 2.4 Successful preparation of CRM If a company has achieved effective work with information, a change of organizational structure and a change of thinking, it is prepared for entering the fourth priority phase. quality of people knowledges upgrade about products, services and behaviour from customer point of view identification of all processes related to CRM creating own process model of CRM revision of processes diferentiation of competition quality of head office assigning of priority to missing processes of CRM phase identification of development processes CRM, in which the company wants to be replacement of image Figure 7 Successful preparation of CRM In this phase the company builds CRM. For its successful building it is necessary to realize these processes in the company: - Knowledge upgrade about products, services and conduct from customer point of view, - Identification of all processes related to CRM, - Creating own process model of CRM, - Phase identification of development processes CRM, in which the company wants to be, - Assigning of priority to missing processes of CRM. 3 CONCLUSION The formation process of CRM refers to the decisions regarding initiation of relational activities for a firm with respect to a specific group of customers or to an individual customer with whom the company wishes to engage in a cooperative or collaborative relationship. It is important that a company be able to identify and differentiate individual customers. In this process, there are three important decision areas: [1] - Defining the purpose (or objectives) of engaging in CRM,
8 240 Procedure of Successful Preparation and Implementation of CRM in the Company - Selecting parties (or customer partners) for appropriate CRM programs and - Developing programs (or relational activity schemes) for relationship engagement with the customer. The company can also enhance marketing effectiveness by carefully selecting customers for their various programs, by individualizing and personalizing their market offerings to anticipate and serve the emerging needs of individual customers, by building customer loyalty and commitment; by partnering to enter new markets and develop new products. [2] Even though a company may serve all customer types, few have the necessary resources and commitment to establish CRM programs for all. REFERENCES [1] SHETH, J. N., PARVATIYAR, A.: Customer Relationship Management: Emerging Practice, Process, and Discipline. Journal of Economic and Social Research pp [2] SHETH, J. N., PARVATIYAR, A.: Relationship Marketing in Consumer Markets: Antecedents and Consequences. Journal of the Academy of Marketing Science pp [3] HEIDE, J. B.: Interorganizational Governance in Marketing Channels. Journal of Marketing pp [4] DOHNAL, J.: Řízení vztahů se zákazníky. Grada Publishing, Praha ISBN [5] STORBACKA K., LEHTINEN J. R.: Řízení vztahů se zákazníky (Customer Relationship Management). Grada Publishing, Praha ISBN X [6] WESSLING H.: Aktivní vztah k zákazníkům pomocí CRM. Grada Publishing, Praha
THE PROCESS OF PREPARATION AND IMPLEMENTATION OF CRM IN THE COMPANY
Journal of Information, Control and Management Systems, Vol. 6, (2008), No.1 95 THE PROCESS OF PREPARATION AND IMPLEMENTATION OF CRM IN THE COMPANY Viliam LENDEL, Milan KUBINA University of Žilina, Faculty
More informationHUMAN DIMENSION OF CRM. 1. Introduction VILIAM LENDEL MILAN KUBINA. Classification JEL: M12 Personnel Management, M15 IT Management
HUMAN DIMENSION OF CRM VILIAM LENDEL MILAN KUBINA Abstract Customer relationship management is a comprehensive business and marketing strategy that integrates technology, process, and people. The human
More informationTHE IMPLEMENTATION OF INFORMATION SYSTEM CRM IN THE COMPANY. Ing. Viliam Lendel - Ing. Milan Kubina, PhD., University of Žilina
Constantin Brâncuşi University of Târgu Jiu ENGINEERING FACULTY SCIENTIFIC CONFERENCE 13 th edition with international participation November 07-08, 2008 Târgu Jiu THE IMPLEMENTATION OF INFORMATION SYSTEM
More informationThe Benefits of Using CRM in the Tourism Industry
Abstract The Benefits of Using CRM in the Tourism Industry Jana Kubikova 1 The article deals with customer relationship management (CRM) in tourism industry. The first part is a theoretical explanation
More informationCUSTOMER RELATIONSHIP MANAGEMENT
Journal of Information, Control and Management Systems, Vol. 5, (2007), No.1 67 CUSTOMER RELATIONSHIP MANAGEMENT Paulína MAREKOVÁ University of Žilina, Faculty of Management Science and Informatics, Slovak
More informationTHE DECISION MAKING ABOUT THE SELECTION OF CRM INFORMATION SYSTEM
Journal of Information, Control and Management Systems, Vol. 6, (2008), No. 1 85 THE DECISION MAKING ABOUT THE SELECTION OF CRM INFORMATION SYSTEM Viliam LENDEL University of Žilina, Faculty of Management
More informationEvaluation of performance and efficiency of the CRM
(Volume 5, Issue 1/ 2013 ), pp. 144 Evaluation of performance and efficiency of the CRM Renáta Miklenčičová 1, Bronislava Čapkovičová 2 1, 2 University of Cyril and Methodius in Trnava, Faculty of Mass
More informationCUSTOMER RELATIONSHIP MANAGEMENT SYSTEM: A CASE STUDY OF FLOOR MILLS IN BAHAWALPUR DISTRICT
CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM: A CASE STUDY OF FLOOR MILLS IN BAHAWALPUR DISTRICT Prof. Dr. Abdul Ghafoor Awan Dean of Faculties, Institute of Southern Punjab, Multan, Pakistan. Muhammad Salman
More informationCUSTOMER RELATIONSHIP MANAGEMENT- A VIABLE STRATEGY FOR GLOBAL SUCCESS
CUSTOMER RELATIONSHIP MANAGEMENT- A VIABLE STRATEGY FOR GLOBAL SUCCESS ABHIMANYU VERMA MBA, UGC-NET (MANAGEMENT) ABSTRACT As the world economy becomes globalize, competition has intensified and the variations
More informationRESEARCH PAPERS FACULTY OF MATERIALS SCIENCE AND TECHNOLOGY IN TRNAVA SLOVAK UNIVERSITY OF TECHNOLOGY IN BRATISLAVA
RESEARCH PAPERS FACULTY OF MATERIALS SCIENCE AND TECHNOLOGY IN TRNAVA SLOVAK UNIVERSITY OF TECHNOLOGY IN BRATISLAVA 2012 Special Number THE MARKETING AUDIT AS A METHOD OF THE EVALUATION OF THE MARKETING
More informationStatus of Customer Relationship Management in India
Status of Customer Relationship Management in India by Dr. G. Shainesh & Ramneesh Mohan Management Development Institute Gurgaon, India Introduction Relationship marketing is emerging as the core marketing
More informationAn Analytical Study of CRM Practices in Public and Private Sector Banks in the State of Uttar Pradesh
Volume 6, Issue 7, January 2014 An Analytical Study of CRM Practices in Public and Private Sector Banks in the State of Uttar Pradesh Love Kumar Patwa* Kush Kr. Patwa** *Research Scholar Faculty of Art
More informationAPPLYING CORRELATION ANALYSIS FOR EVALUATING THE CRM PERFORMANCE. Markéta ZAJAROŠOVÁ, Lenka KAUEROVÁ
APPLYING CORRELATION ANALYSIS FOR EVALUATING THE CRM PERFORMANCE Markéta ZAJAROŠOVÁ, Lenka KAUEROVÁ VSB Technical University of Ostrava, Faculty of Economics, Department of Marketing and Business, Ostrava,
More informationPRINCIPLES OF COOPERATION FOR SUCCESSFUL USE OF CUSTOMER RELATIONSHIP MANAGEMENT IN BUSINESS PRAXIS
Journal of Information, Control and Management Systems, Vol. 8, (2010), No. 1 31 PRINCIPLES OF COOPERATION FOR SUCCESSFUL USE OF CUSTOMER RELATIONSHIP MANAGEMENT IN BUSINESS PRAXIS Milan KUBINA University
More informationCrm in Banking Sector A Review
Journal of Finance and Bank Management June 2014, Vol. 2, No. 2, pp. 165-171 ISSN: 2333-6064 (Print) 2333-6072 (Online) Copyright The Author(s). 2014. All Rights Reserved. Published by American Research
More informationDeveloping a CRM Platform: a Bulgarian case
Developing a CRM Platform: a Bulgarian case SOFIYA VACHKOVA OmegaSoft Ltd. 51 Aleksandar Malinov Blvd., 1712 Sofia BULGARIA sophy.v@gmail.com http://www.omegasoft.bg ELISSAVETA GOUROVA Faculty of Mathematics
More informationEffectiveness of Customer Relationship Management Programs
Evgeni Stanimirov * Summary: Customer relationship management (CRM) has been among the most widely debated topics in the field of marketing during the last decade. Regardless of the significant interest
More informationRevista Economică 68:1 (2016) THE IMPORTANCE OF HUMAN RESOURCES DEPARTMENT IN PRIVATE COMPANIES. Lucian Blaga University of Sibiu
THE IMPORTANCE OF HUMAN RESOURCES DEPARTMENT IN PRIVATE COMPANIES BUCĂŢA George 1, ROTARIU Irina 2 Lucian Blaga University of Sibiu Abstract Human resources are an important asset of an organization's
More informationMANAGING EMPLOYEES PERFORMANCE IN CONDITIONS OF SLOVAK ECONOMY
MANAGING EMPLOYEES PERFORMANCE IN CONDITIONS OF SLOVAK ECONOMY ZUZANA VAĎUROVÁ JANA BLŠTÁKOVÁ Abstract Emphasizing employees performance management importance as one of the latest tendencies in human resource
More informationInvestigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores
Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Salar Fathi, M.A. Student, Department of Management, Business Branch, Islamic
More informationThe Influence of Trust and Commitment on Customer Relationship Management Performance in Mobile Phone Services
2011 3rd International Conference on Information and Financial Engineering IPEDR vol.12 (2011) (2011) IACSIT Press, Singapore The Influence of Trust and Commitment on Customer Relationship Management Performance
More informationABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF RESEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com
CRM IN BANKS: A COMPARATIVE STUDY OF PUBLIC, PRIVATE, FOREIGN AND CO-OPERATIVE SECTORS Deepak Bhattacharya 1 and Dr. R. R Patil 2 1 Research Scholar, Shri Jagdish Prasad Jhabarmal Tibrewala University,
More informationSHIV SHAKTI INTERNATIONAL JOURNAL IN MULTIDISCIPLINARY AND ACADEMIC RESEARCH (SSIJMAR) Vol. 2 No.5 September 2013 (ISSN 2278 5973)
SHIV SHAKTI INTERNATIONAL JOURNAL IN MULTIDISCIPLINARY AND ACADEMIC RESEARCH (SSIJMAR) Vol. 2 No.5 September 2013 (ISSN 2278 5973) Business Intelligence As A Competitive Advantage Gurvinder kaur* ABSTARCT
More informationCUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet
More informationCustomer Relationship Management in Indian Life Insurance Sector
Customer Relationship Management in Indian Life Insurance Sector Ashraf Imam Research Scholar, Department of Commerce- Aligarh Muslim University, Aligarh. Abstract Customer relationship management is an
More informationVACANCY. Save the Children Italia (SC Italia) was created as an ONLUS in 1998 and is now a prominent member of Save the Children International.
VACANCY POSITION: UNIT: PLACE OF WORK: LINE MANAGER/REFERENT: Senior Digital Media Marketing Officer Digital Media Unit Save the Children Italia (Roma) with overseas travel where required Head of Digital
More informationDriving Profits from Loyalty
Driving Profits from Loyalty Overview 1 P a g e 5 Steps to Driving Profit from Loyalty 1. Customer Portfolio Analysis This is the first step on the road to customer profitability where we can begin to
More informationChapter 5: Customer Relationship Management. Introduction
Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and
More informationEFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA
EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA Dr.Ashoka.M.L, Faculty, Department of Post-Graduate Studies and Research in Commerce, University of Mysore, Manasagangotri,
More informationThe Next Wave in Finance & Accounting Shared Services Establishing Centers of Expertise
The Next Wave in Finance & Accounting Shared Services Establishing Centers of Expertise The Next Wave of Finance & Accounting Shared Services INTRODUCTION As finance and accounting shared services operations
More informationIndian Institute of Management Bangalore. Customer Relationship Management
Faculty: Prof. G. Shainesh Indian Institute of Management Bangalore Customer Relationship Management Term VI PGP (2011-12) 3 Credit Course Background The primary purpose of any business is to win and keep
More informationInfluence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks
Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks Zuliana Zulkifli, *Izah Mohd Tahir Faculty of Business Management and Accountancy, University Sultan Zainal Abidin,
More informationBENEFITS AND ADVANTAGES OF BUSINESS INTELLIGENCE IN CORPORATE MANAGEMENT
International Journal of Latest Research In Engineering and Computing (IJLREC) Volume 3, Issue 1, Page No. 1-7 January-February 2015 www.ijlrec.com ISSN: 2347-6540 BENEFITS AND ADVANTAGES OF BUSINESS INTELLIGENCE
More informationCUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL
CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: Jasmer Singh A COMPETITIVE TOOL Abstract: It is said that CRM is not a product or service, it is an overall business strategy that enables
More informationFactorial Analysis of Customer Relationship Management In Bangladesh *
Proceedings of the 8 th International Conference on Applied Informatics Eger, Hungary, January 27 30, 2010. Vol. 2. pp. 83 91. Factorial Analysis of Customer Relationship Management In Bangladesh * Nazmul
More informationData Mining Algorithms and Techniques Research in CRM Systems
Data Mining Algorithms and Techniques Research in CRM Systems ADELA TUDOR, ADELA BARA, IULIANA BOTHA The Bucharest Academy of Economic Studies Bucharest ROMANIA {Adela_Lungu}@yahoo.com {Bara.Adela, Iuliana.Botha}@ie.ase.ro
More informationModule description Customer Relationship Management
Module description Customer Relationship Management 17/11/2014 page 1/6 Module code Central theme W.MSCBA_CRM01.08 This module discusses CRM as a strategic approach that is concerned with creating improved
More informationInnovative Analysis of a CRM Database using Online Analytical Processing (OLAP) Technique in Value Chain Management Approach
Innovative Analysis of a CRM Database using Online Analytical Processing (OLAP) Technique in Value Chain Management Approach ADRIAN MICU, ANGELA-ELIZA MICU, ALEXANDRU CAPATINA Faculty of Economics, Dunărea
More informationExecutive Summary of Mastering Business Growth & Change Made Easy
Executive Summary of Mastering Business Growth & Change Made Easy by David Matteson & Jeff Hansen, June 2008 You stand at a crossroads. A new division of your company is about to be launched, and you need
More informationRISK BASED INTERNAL AUDIT
RISK BASED INTERNAL AUDIT COURSE OBJECTIVE The objective of this course is to clarify the principles of Internal Audit along with the Audit process and arm internal auditors with a good knowledge of risk
More informationThe Influence of Customer Relationship Management in Service Sector: A Literature Review
Business Dimensions, Vol. 2(4), 127-131, April 2015 (An International Journal of Research & Innovation), www.business-dimensions.org ISSN 2348-2737 (Print) ISSN 2348-2745 (Online) The Influence of Customer
More informationCase Study. Intranet 2.0 for the. HB Reavis Group. How we helped the HB Reavis Group to streamline their work.
Case Study Intranet 2.0 for the HB Reavis Group How we helped the HB Reavis Group to streamline their work. Intranet 2.0 for the HB Reavis Group We have tried the method of agile development with Millennium
More informationTHE PLANNING OF A CUSTOMER RELATIONSHIP MANAGEMENT PROJECT: REQUIREMENTS AND OPPORTUNITIES
THE PLANNING OF A CUSTOMER RELATIONSHIP MANAGEMENT PROJECT: REQUIREMENTS AND OPPORTUNITIES Professor PhD Adriana OLARU Lecturer Alexandru CAPATINA Dunărea de Jos University of Galati, Romania Abstract:
More informationInternational Journal of Advance Research in Computer Science and Management Studies
Volume 2, Issue 9, September 2014 ISSN: 2321 7782 (Online) International Journal of Advance Research in Computer Science and Management Studies Research Article / Survey Paper / Case Study Available online
More informationCHAPTER :: 6 CHANGE MANAGEMENT AND ORGANIZATIONAL EFFECTIVENESS
CHAPTER :: 6 CHANGE MANAGEMENT AND ORGANIZATIONAL EFFECTIVENESS (RESULTS AND DISCUSSIONS) ^ c^ Dimensions of Organizational Effectiveness Change Management and Organizational Effectiveness 148 CHANGE MANAGEMENT
More informationCustomer Relationship Management (CRM) Implementation in China: A Case Study of Legend Group
Customer Relationship Management (CRM) Implementation in China: A Case Study of Legend Group Jun Wu School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing 100876,
More informationCustomer Relationship Management
V. Kumar Werner Reinartz Customer Relationship Management Concept, Strategy, and Tools ^J Springer Part I CRM: Conceptual Foundation 1 Strategic Customer Relationship Management Today 3 1.1 Overview 3
More informationChallenging Issues of Leadership Development. By Nualpun Aneckvanich Office of the Civil Service Commission Royal Government of Thailand
Challenging Issues of Leadership Development By Nualpun Aneckvanich Office of the Civil Service Commission Royal Government of Thailand 1. Introduction It is apparent that leadership in an organization
More informationRESEARCH PAPERS FACULTY OF MATERIALS SCIENCE AND TECHNOLOGY IN TRNAVA SLOVAK UNIVERSITY OF TECHNOLOGY IN BRATISLAVA
RESEARCH PAPERS FACULTY OF MATERIALS SCIENCE AND TECHNOLOGY IN TRNAVA SLOVAK UNIVERSITY OF TECHNOLOGY IN BRATISLAVA 2012 Special Number THE IMPORTANCE OF HUMAN RESOURCE PLANNING IN INDUSTRIAL ENTERPRISES
More informationPROCESS PORTAL FOR RAILWAY SECTOR
PROCESS PORTAL FOR RAILWAY SECTOR Jozef GAŠPARÍK Viliam LENDEL 1 Introduction Rail transport in terms of ecological and societal effects has more advantage over other modes of transport. Currently it is
More informationBalanced Scorecard and Compensation
2011 International Conference on Business and Economics Research IPEDR Vol.16 (2011) (2011) IACSIT Press, Singapore Balanced Scorecard and Compensation Petr Snapka and Andrea Copikova + VŠB Technical University
More informationBALANCED SCORECARD AS A STRATEGIC TOOL FOR MANAGEMENT OF PUBLIC ADMINISTRATION Peter Skotnický 1
BALANCED SCORECARD AS A STRATEGIC TOOL FOR MANAGEMENT OF PUBLIC ADMINISTRATION Peter Skotnický 1 Abstract: Balanced Scorecard is one of the modern methods of management currently being applied mainly by
More informationSmall business CRM examined
Small business CRM examined Ing. Štefan Vantroba MSc. University of Technology in Brno, Faculty of Business and Management, Kolejní 2, 61200 Brno Abstract CRM practices can help small businesses to step
More informationCROSS-FUNCTIONAL PROCESSES IN CUSTOMER RELATIONSHIP MANAGEMENT
Key Words: customer relationship management, processes, cross-functional, strategic framework. JEL Classification: M31. Customer Relationship Management (CRM) is a strategic approach which involves creating
More informationCHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS
CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS 395 7.1 Findings Related to Secondary Data In the initial phase the analysis of secondary indicates that CRM is emerging as a strategic factor
More informationHR Business Consulting Optimizing your HR service delivery
HR Business Consulting Optimizing your HR service delivery NorthgateArinso Business Consulting provides HR executives with unique insight to optimize the cost of HR service delivery, improve employee engagement,
More informationKEY FACTORS AND BARRIERS OF BUSINESS INTELLIGENCE IMPLEMENTATION
KEY FACTORS AND BARRIERS OF BUSINESS INTELLIGENCE IMPLEMENTATION Peter Mesároš, Štefan Čarnický & Tomáš Mandičák The business environment is constantly changing and becoming more complex and difficult.
More informationCRM and Cloud Computing
CRM and Cloud Computing J. Němeček and L. Vaňková Abstract The article deals with how selected companies doing business in the Czech Republic are using information technology and business strategy Customer
More informationTHE BEST WAY TO THE TOP FAST TRACK MANAGEMENT TRAINING FROM HILTON INTERNATIONAL
THE BEST WAY TO THE TOP FAST TRACK MANAGEMENT TRAINING FROM HILTON INTERNATIONAL GOING UP THE SKY S THE LIMIT The Fast Track programme that takes you as far as you can go. We would like to introduce you
More informationInternational Seminar on Business and Management Improving Business Competitiveness Through Integrated System Bandung, April 27 28, 2011
Gain Competitive Advantage Through CRM Implementation Yoki Muchsan a, Falahah b a Faculty of Engineering,Informatics Engineering, Widyatama University, Bandung E-mail : yoki.muchsan@widyatama.ac.id b Faculty
More informationA study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner
Feb., 2012 Marketing management A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner Dr. Kirti Gulati (Ass Prof) Institute of
More informationDEMAND FORECASTING SIGNIFICANCE FOR CONTEMPORARY PROCESS MANAGEMENT OF LOGISTICS SYSTEMS. Martin HART, Jaroslav RAŠNER, Xenie LUKOSZOVÁ
DEMAND FORECASTING SIGNIFICANCE FOR CONTEMPORARY PROCESS MANAGEMENT OF LOGISTICS SYSTEMS Martin HART, Jaroslav RAŠNER, Xenie LUKOSZOVÁ Tomas Bata University in Zlin, Zlin, Czech Republic, EU hart@flkr.utb.cz,
More informationQueensland University of Technology, Brisbane, Australia, m.rosemann@qut.edu.au
Reference Syllabi Association for Information Systems (AIS) Business Process Management Jan vom Brocke 1, Michael Rosemann 2 1 University of Liechtenstein, Vaduz, Liechtenstein, jan.vom.brocke@uni.li 2
More informationCUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES
I n t e r n a t i o n a l J o u r n a l o f M a n a g e m e n t F o c u s 1 CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES G. RAJU Asst. Professor of Business Administration, St. Thomas
More informationEFFECTIVE DEVELOPMENT IN ORGANISATION IS CONDITIONED BY EMPLOYEE PERFORMANCE EVALUATION
EFFECTIVE DEVELOPMENT IN ORGANISATION IS CONDITIONED BY EMPLOYEE PERFORMANCE EVALUATION Zdenko STACHO 1, Katarína STACHOVÁ 2 Authors: Workplace: Address: Workplace: Address: E-mail: Ing. Zdenko Stacho,
More informationEnterprise Resource Planning Analysis of Business Intelligence & Emergence of Mining Objects
Enterprise Resource Planning Analysis of Business Intelligence & Emergence of Mining Objects Abstract: Build a model to investigate system and discovering relations that connect variables in a database
More informationCustomer loyalty is hard to come by: Technology is the answer
Customer loyalty is hard to come by: Technology is the answer CARD LINKED MARKETING Gone are the days when a customer would stay with the same bank for 20+ years, taking out mortgages, loans and making
More informationCustomer relationship management and firm performance
IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668. Volume 18, Issue 1.Ver. I (Jan. 2016), PP 97-103 www.iosrjournals.org Customer relationship management and firm
More informationThe Change Management Handbook
1 ebook The Change Management Handbook Getting Your Organization to Adapt to a New Technology By Christopher Smith, WalkMe 2 Table of Contents Introduction The Challenges of Software Changes in the Fast-Moving
More informationOn the Interaction and Integration of Cross Selling and Customer Relationship Management
On the Interaction and Integration of Cross Selling and Customer Relationship Management SUN Shaofu School of Management, Dalian Jiaotong University, Dalian, Liaoning, China, 116028 sunshaofudl@163.com
More informationSpecialized Masters in business intelligence Jean-François Fiorina Groupe ESC Grenoble
Specialized Masters in business intelligence Jean-François Fiorina Groupe ESC Grenoble 1 «introduction» According to an IDC France study the French market for the business intelligence companies grew by
More informationHow To Manage Customer Relationship Management In An Academic Library
CUSTOMER RELATIONSHIP MANAGEMENT IN ACADEMIC LIBRARIES Dr. Keshava Associate professor Department of Studies and Research in Library and Information Science, Tumkur University, Tumkur. Thimmaiah B. N Junior
More informationDeveloping CRM strategies with using balance score card approach in Semnan West Steel Company
SCIENTIFIC RESEARCH CENTER International Journal of Business Economics and Management Studies ISSN 2348-3016 Developing CRM strategies with using balance score card approach in Semnan West Steel Company
More informationReview and analyzing of the relationships between marketing, customer relationship management and customer satisfaction
International Journal of Management and Humanity Sciences. Vol., 3 (4), 1692-1696, 2014 Available online at http://www.ijmhsjournal.com ISSN 2322-424X 2014 Review and analyzing of the relationships between
More informationSTRATEGIC PERFORMANCE MEASUREMENT GUIDELINES AND FRAMEWORK TO MERGE BALANCED SCORECARDS AND BUSINESS INTELLIGENCE TECHNIQUES
Asian Journal of Computer Science And Information Technology 3 : 10 (2013) 133-137. Contents lists available at www.innovativejournal.in Asian Journal of Computer Science And Information Technology Journal
More informationHow To Understand The Concept Of Customer Relationship Management
Customer Relationship Management Eleni K. Kevork, Phd candidate ELTRUN Research Group Department of Management Science and Technology Athens, April 2008 Athens University of Economics and Business ELTRUN
More informationCustomer Relationship Management: Emerging Practice, Process, and Discipline
Journal of Economic and Social Research 3(2) 2001, 1-34 Customer Relationship Management: Emerging Practice, Process, and Discipline Atul Parvatiyar 1 & Jagdish N. Sheth 2 Abstract. Customer relationship
More informationAn Enterprise Resource Planning Solution for Mill Products Companies
SAP Thought Leadership Paper Mill Products An Enterprise Resource Planning Solution for Mill Products Companies Driving Operational Excellence and Profitable Growth Table of Contents 4 What It Takes to
More informationTEAM WORKFLOW MANAGEMENT SYSTEM
TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business
More informationACCOUNTING MODERNIZATION PREMISE OF AN EFFECTIVE GOVERNANCE SYSTEM OF ENTERPRISE
ACCOUNTING MODERNIZATION PREMISE OF AN EFFECTIVE GOVERNANCE SYSTEM OF ENTERPRISE MIHAELA UNGUREANU ALEXANDRU IOAN CUZA UNIVERSITY OF IASI myhaella5@gmail.com Abstract: Value of company is maximizing insofar
More informationA Knowledge Management Framework Using Business Intelligence Solutions
www.ijcsi.org 102 A Knowledge Management Framework Using Business Intelligence Solutions Marwa Gadu 1 and Prof. Dr. Nashaat El-Khameesy 2 1 Computer and Information Systems Department, Sadat Academy For
More informationTHE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT
THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT Performance Management Model for SMEs Rusaneanu Alexandra Ph.D. Student, Faculty of Cybernetics, Statistics and Economic Informatics, Bucharest University
More informationstrategic considerations when building customer service for the next decade
strategic considerations when building customer service for the next decade a practical approach to creating a strategy while considering the issues that affect customer service today and for the next
More informationNew Trends in Customer Relationship Management and their Application in Slovak Enterprises
New Trends in Customer Relationship Management and their Application in Slovak Enterprises Viliam Lendel, Milan Kubina Abstract Get new customers at a time of economic downturn is a challenge. For organizations
More informationHow To Understand And Understand The Concept Of Customer Relationship Management
ROLE AND IMPORTANCE OF BUSINESS PROCESSES IN THE IMPLEMENTATION OF CRM SYSTEMS Luis H. Bibiano, Enric Mayol, Joan A. Pastor Facultat d Infomàtica de Barcelona Universitat Politècnica de Catalunya {lbibiano,
More informationCustomer Relationship Management Process - A way to increase customer satisfaction
90 Customer Relationship Management Process - A way to increase customer satisfaction, Professor, MITCOE CMSR, PUNE. Abstract: - Satisfaction plays very important role in each and every business. It may
More informationEFFECTIVE STRATEGIC PLANNING IN MODERN INFORMATION AGE ORGANIZATIONS
EFFECTIVE STRATEGIC PLANNING IN MODERN INFORMATION AGE ORGANIZATIONS Cezar Vasilescu and Aura Codreanu Abstract: The field of strategic management has offered a variety of frameworks and concepts during
More informationGUIDELINE NO. 7 PENSION PLAN FUNDING POLICY GUIDELINE
GUIDELINE NO. 7 PENSION PLAN FUNDING POLICY GUIDELINE November 15, 2011 TABLE OF CONTENTS CONTEXT FOR THE GUIDELINE... 3 Pension Plan Funding Principles and Objectives... 3 Purpose of a Funding Policy...
More informationDATA MINING STRATEGIES AND TECHNIQUES FOR CRM SYSTEMS
DATA MINING STRATEGIES AND TECHNIQUES FOR CRM SYSTEMS Dr. Abdullah S. Al-Mudimigh, Zahid Ullah, Farrukh Saleem Department of Information System College of Computer and Information Sciences King Saud University,Riyadh
More informationSOCIAL MEDIA STRATEGIC PLANNING FOR BUSINESS AN APPROVED COURSE OF THE NATIONAL INSTITUTE FOR SOCIAL MEDIA
SOCIAL MEDIA STRATEGIC PLANNING FOR BUSINESS Presented By Eric Mills, President National Institute for Social Media Join the Conversation facebook.com/socialinstitute twitter.com/nismpulse nismonline.org/blog
More informationTOGAF usage in outsourcing of software development
Acta Informatica Pragensia 2(2), 2013, 68 76, DOI: 10.18267/j.aip.25 Section: Online: aip.vse.cz Peer-reviewed papers TOGAF usage in outsourcing of software development Aziz Ahmad Rais 1, Rudolf Pecinovsky
More informationAccounting and Verification of the Financial Statement by Auditor in the Slovak Republic
International Journal of Business and Social Science Vol. 3 No. 14 [Special Issue July 2012] Accounting and Verification of the Financial Statement by Auditor in the Slovak Republic Alžbeta Suhányiová
More informationCustomer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology
Customer relationship management MB-104 By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology University Syllabus UNIT-1 Customer Relationship Management- Introduction
More informationPartner selection: A source of alliance success. Danielle Twardy
Partner selection: A source of alliance success Danielle Twardy Table of Contents Introduction 1. The study 2. The role of a partner selection process in alliance capability building 3. Which steps are
More informationCONCEPTUAL FRAMEWORK OF CRM PROCESS IN BANKING SYSTEM
CONCEPTUAL FRAMEWORK OF CRM PROCESS IN BANKING SYSTEM Syede soraya alehojat 1, Ebrahim Chirani 2, Narges Delafrooz 3 1 M.sc of Business Management, Rasht Branch, Islamic Azad University, Iran 2, 3 Department
More informationHUNT Biosciences AS Business plan 2010-2013
HUNT Biosciences AS Business plan 2010-2013 20 August 2009 Serious about biobanking 1 Table of contents Section Page 1. Executive Summary 3 2. Vision and Mission 4 3. Strategic Objectives 5 4. Organizational
More informationMASTER OF ARTS MANAGEMENT
The Master of Arts Management degree is taught at the world renowned Sydney Opera House. MASTER OF ARTS MANAGEMENT COURSE STRUCTURE To become eligible to graduate with a Master of Arts Management degree,
More informationGSSI Conference Putting Customer First
GSSI Conference Putting Customer First Sahinis Nicholas Commercial Director Today's Agenda Company s background Value of Information Role of CRM in a company s strategy Features of a modern CRM Possible
More informationA Review of Customer Relationship Management System Benefits and Implementation in Small and Medium Enterprises
A Review of Customer Relationship Management System Benefits and Implementation in Small and Medium Enterprises Boon Kiat Loh, Khai Lun Koo, Kee Fai Ho, Rosnah Idrus School of Computer Sciences, NAv6 Centre,
More informationCORPORATE BPM ACTIVITIES TOOLS IN THE BULGARIAN ENTERPRISES
CORPORATE BPM ACTIVITIES TOOLS IN THE BULGARIAN ENTERPRISES ИТСТРУМЕНТИ ЗА ПРИЛАГАНЕ НА ПРОЦЕСЕН МЕНИДЖМЪНТ В БЪЛГАРСКИТЕ ПРЕДПРИЯТИЯ Head Assist. Eng.Nikolova - Alexieva V. PhD., Faculty of Economics
More information