PROCEDURE OF SUCCESSFUL PREPARATION AND IMPLEMENTATION OF CRM IN THE COMPANY

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "PROCEDURE OF SUCCESSFUL PREPARATION AND IMPLEMENTATION OF CRM IN THE COMPANY"

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 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

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 information

HUMAN DIMENSION OF CRM. 1. Introduction VILIAM LENDEL MILAN KUBINA. Classification JEL: M12 Personnel Management, M15 IT Management

HUMAN 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 information

THE IMPLEMENTATION OF INFORMATION SYSTEM CRM IN THE COMPANY. Ing. Viliam Lendel - Ing. Milan Kubina, PhD., University of Žilina

THE 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 information

The Benefits of Using CRM in the Tourism Industry

The 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 information

THE DECISION MAKING ABOUT THE SELECTION OF CRM INFORMATION SYSTEM

THE 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 information

CUSTOMER RELATIONSHIP MANAGEMENT

CUSTOMER 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 information

Evaluation of performance and efficiency of the CRM

Evaluation 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 information

CUSTOMER 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 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 information

CUSTOMER RELATIONSHIP MANAGEMENT- A VIABLE STRATEGY FOR GLOBAL SUCCESS

CUSTOMER 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 information

Developing a CRM Platform: a Bulgarian case

Developing 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 information

An Analytical Study of CRM Practices in Public and Private Sector Banks in the State of Uttar Pradesh

An 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 information

Status of Customer Relationship Management in India

Status 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 information

RESEARCH 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 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 information

The Influence of Trust and Commitment on Customer Relationship Management Performance in Mobile Phone Services

The 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 information

APPLYING CORRELATION ANALYSIS FOR EVALUATING THE CRM PERFORMANCE. Markéta ZAJAROŠOVÁ, Lenka KAUEROVÁ

APPLYING 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 information

MANAGING EMPLOYEES PERFORMANCE IN CONDITIONS OF SLOVAK ECONOMY

MANAGING 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 information

Crm in Banking Sector A Review

Crm 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 information

Effectiveness of Customer Relationship Management Programs

Effectiveness 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 information

Revista Economică 68:1 (2016) THE IMPORTANCE OF HUMAN RESOURCES DEPARTMENT IN PRIVATE COMPANIES. Lucian Blaga University of Sibiu

Revista 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 information

EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA

EFFECTIVENESS 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 information

PRINCIPLES OF COOPERATION FOR SUCCESSFUL USE OF CUSTOMER RELATIONSHIP MANAGEMENT IN BUSINESS PRAXIS

PRINCIPLES 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 information

SHIV 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) 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 information

Investigating 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 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 information

THE PLANNING OF A CUSTOMER RELATIONSHIP MANAGEMENT PROJECT: REQUIREMENTS AND OPPORTUNITIES

THE 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 information

Driving Profits from Loyalty

Driving 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 information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER 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 information

Indian Institute of Management Bangalore. Customer Relationship Management

Indian 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 information

Customer Relationship Management in Indian Life Insurance Sector

Customer 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 information

Chapter 5: Customer Relationship Management. Introduction

Chapter 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 information

Module description Customer Relationship Management

Module 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 information

Innovative 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 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 information

Factorial Analysis of Customer Relationship Management In Bangladesh *

Factorial 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 information

The 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 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 information

EFFECTIVE DEVELOPMENT IN ORGANISATION IS CONDITIONED BY EMPLOYEE PERFORMANCE EVALUATION

EFFECTIVE 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 information

Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks

Influence 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 information

Challenging 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 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 information

Customer Relationship Management

Customer 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 information

CRM and Cloud Computing

CRM 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 information

A Knowledge Management Framework Using Business Intelligence Solutions

A 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 information

CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL

CUSTOMER 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 information

BENEFITS AND ADVANTAGES OF BUSINESS INTELLIGENCE IN CORPORATE MANAGEMENT

BENEFITS 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 information

ROLE OF INFORMATION TECHNOLOGY AND ANALYSIS OF VARIOUS FRAMEWORKS IN CUSTOMER RELATIONSHIP MANAGEMENT

ROLE OF INFORMATION TECHNOLOGY AND ANALYSIS OF VARIOUS FRAMEWORKS IN CUSTOMER RELATIONSHIP MANAGEMENT International Journal of Sales & Marketing Management (IJSMM) ISSN(P): 2319-4898; ISSN(E): 2319-4901 Vol. 5, Issue 3, Apr - May 2016; 1-6 IASET ROLE OF INFORMATION TECHNOLOGY AND ANALYSIS OF VARIOUS FRAMEWORKS

More information

Data Mining Algorithms and Techniques Research in CRM Systems

Data 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 information

Customer Relationship Management Process - A way to increase customer satisfaction

Customer 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 information

ABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF RESEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com

ABHINAV 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 information

THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT

THE 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 information

International Journal of Advance Research in Computer Science and Management Studies

International 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 information

The Influence of Customer Relationship Management in Service Sector: A Literature Review

The 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 information

Preface. PART I Background, Principles, Overview 1

Preface. PART I Background, Principles, Overview 1 Contents Preface xv PART I Background, Principles, Overview 1 CHAPTER 1 Business Processes More Important Than Ever 3 Fosdick s Thesis 3 And Now? 4 The Need for Practical Guidance 5 Building Methods to

More information

Small business CRM examined

Small 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 information

Customer relationship management and firm performance

Customer 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 information

Project management for cloud computing development

Project management for cloud computing development Page 16 Oeconomics of Knowledge, Volume 2, Issue 2, 2Q 2010 Project management for cloud computing development Paul POCATILU, PhD, Associate Professor Department of Economic Informatics Academy of Economic

More information

Customer 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 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 information

SOCIAL MEDIA STRATEGIC PLANNING FOR BUSINESS AN APPROVED COURSE OF THE NATIONAL INSTITUTE FOR SOCIAL MEDIA

SOCIAL 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 information

DECORATOR PATTERN IN WEB APPLICATION

DECORATOR PATTERN IN WEB APPLICATION DECORATOR PATTERN IN WEB APPLICATION Viliam Malcher Faculty of Management, Department of Information Systems, Comenius University, 820 05 Bratislava 25, Odbojárov 10, P.O. Box 95, Slovak Republic, Europe

More information

STRATEGIC PERFORMANCE MEASUREMENT GUIDELINES AND FRAMEWORK TO MERGE BALANCED SCORECARDS AND BUSINESS INTELLIGENCE TECHNIQUES

STRATEGIC 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 information

CUSTOMER RELATIONSHIP MANAGEMENT IN HOSPITALITY SECTOR

CUSTOMER RELATIONSHIP MANAGEMENT IN HOSPITALITY SECTOR JOURNAL OF GOOD GOVERNANCE AND SUSTAINABLE DEVELOPMENT (JGGSD), VOL. 1, NO. 1, 2012, 40-47 CUSTOMER RELATIONSHIP MANAGEMENT IN HOSPITALITY SECTOR Mohammed Naveed U, MBA, UGC NET Faculty, HKBK College of

More information

Review and analyzing of the relationships between marketing, customer relationship management and customer satisfaction

Review 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 information

Balanced Scorecard and Compensation

Balanced 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 information

KEY KNOWLEDGE MANAGEMENT TECHNOLOGIES IN THE INTELLIGENCE ENTERPRISE

KEY KNOWLEDGE MANAGEMENT TECHNOLOGIES IN THE INTELLIGENCE ENTERPRISE KEY KNOWLEDGE MANAGEMENT TECHNOLOGIES IN THE INTELLIGENCE ENTERPRISE RAMONA-MIHAELA MATEI Ph.D. student, Academy of Economic Studies, Bucharest, Romania ramona.matei1982@gmail.com Abstract In this rapidly

More information

International Seminar on Business and Management Improving Business Competitiveness Through Integrated System Bandung, April 27 28, 2011

International 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 information

Business Intelligence

Business Intelligence Transforming Information into Business Intelligence Solutions Business Intelligence Client Challenges The ability to make fast, reliable decisions based on accurate and usable information is essential

More information

PROCESS PORTAL FOR RAILWAY SECTOR

PROCESS 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 information

Department of Management

Department of Management Department of Management Course Student Learning Outcomes (ITM and MGMT) ITM 1270: Fundamentals of Information Systems and Applications Upon successful completion of the course, a student will be able

More information

Ezgi Dinçerden. Marmara University, Istanbul, Turkey

Ezgi Dinçerden. Marmara University, Istanbul, Turkey Economics World, Mar.-Apr. 2016, Vol. 4, No. 2, 60-65 doi: 10.17265/2328-7144/2016.02.002 D DAVID PUBLISHING The Effects of Business Intelligence on Strategic Management of Enterprises Ezgi Dinçerden Marmara

More information

THE NEED AND IMPORTANCE OF APPLYING CRM STRATEGIES

THE NEED AND IMPORTANCE OF APPLYING CRM STRATEGIES Bob Constantin THE NEED AND IMPORTANCE OF APPLYING CRM STRATEGIES Academy of Economic Studies Bucharest, Faculty of Commerce, 6, Piata Romana, Sector 1, Bucharest, constantin.bob@com.ase.ro, +4021/3191996

More information

VACANCY. 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. 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 information

TOGAF usage in outsourcing of software development

TOGAF 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 information

5 REASONS WHY SMALL BUSINESSES SHOULD IMPLEMENT BUSINESS INTELLIGENCE!

5 REASONS WHY SMALL BUSINESSES SHOULD IMPLEMENT BUSINESS INTELLIGENCE! 5 REASONS WHY SMALL BUSINESSES SHOULD IMPLEMENT BUSINESS INTELLIGENCE! BUSINESS INTELLIGENCE FOR SMALL BUSINESSES 1 Introduction 5 reasons why small should implement Business Intelligence! The opportunity

More information

INFO1400. 1. What are business processes? How are they related to information systems?

INFO1400. 1. What are business processes? How are they related to information systems? Chapter 2 INFO1400 Review Questions 1. What are business processes? How are they related to information systems? Define business processes and describe the role they play in organizations. A business process

More information

ISSN: 2321-7782 (Online) Volume 3, Issue 7, July 2015 International Journal of Advance Research in Computer Science and Management Studies

ISSN: 2321-7782 (Online) Volume 3, Issue 7, July 2015 International Journal of Advance Research in Computer Science and Management Studies ISSN: 2321-7782 (Online) Volume 3, Issue 7, July 2015 International Journal of Advance Research in Computer Science and Management Studies Research Article / Survey Paper / Case Study Available online

More information

Modelling Modern Maintenance A System Dynamics Model Analyzing the Dynamic Implications of Implementing Total Productive Maintenance

Modelling Modern Maintenance A System Dynamics Model Analyzing the Dynamic Implications of Implementing Total Productive Maintenance Modelling Modern A System Dynamics Model Analyzing the Dynamic Implications of Implementing Total Productive JörnHenrik Thun Industrieseminar, Mannheim University D 68 Mannheim, Germany 9 62 8 5 8 / 9

More information

Customer 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 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 information

CROSS-FUNCTIONAL PROCESSES IN CUSTOMER RELATIONSHIP MANAGEMENT

CROSS-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 information

RESEARCH 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 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 information

TEAM WORKFLOW MANAGEMENT SYSTEM

TEAM 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 information

Accounting and Verification of the Financial Statement by Auditor in the Slovak Republic

Accounting 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 information

DEMAND 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 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 information

APPLICATION OF A CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM FOR A LARGE INDEPENDENT TRAVEL AGENT

APPLICATION OF A CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM FOR A LARGE INDEPENDENT TRAVEL AGENT APPLICATION OF A CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM FOR A LARGE INDEPENDENT TRAVEL AGENT R. Shaw, A.S. Atkins Faculty of Computing, Engineering and Technology, Staffordshire University, Octagon, Stafford,

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

More information

THE INFLUENCE OF MOTIVATIONAL COMPONENTS IN CHOOSING THE MASTER S PROGRAM

THE INFLUENCE OF MOTIVATIONAL COMPONENTS IN CHOOSING THE MASTER S PROGRAM Bulletin of the Transilvania University of Braşov Series IX: Sciences of Human Kinetics Vol. 6 (55) No. 2-2013 THE INFLUENCE OF MOTIVATIONAL COMPONENTS IN CHOOSING THE MASTER S PROGRAM E. MOLDOVAN 1 R.S.

More information

Bachelor of Information Technology

Bachelor of Information Technology Bachelor of Information Technology Detailed Course Requirements The 2016 Monash University Handbook will be available from October 2015. This document contains interim 2016 course requirements information.

More information

GenOmega Achieving the Genesis and Omega

GenOmega Achieving the Genesis and Omega GenOmega Achieving the Genesis and Omega Collaborative s GenOmega Digital White Paper Prepared by Dave Guertin GenOmega Partners Date 30 March 2001 Table of Contents Executive Summary...3 What are Collaborative

More information

CREATING VALUE WITH BUSINESS ANALYTICS EDUCATION

CREATING VALUE WITH BUSINESS ANALYTICS EDUCATION ISAHP Article: Ozaydin, Ulengin/Creating Value with Business Analytics Education, Washington D.C., U.S.A. CREATING VALUE WITH BUSINESS ANALYTICS EDUCATION Ozay Ozaydin Faculty of Engineering Dogus University

More information

SCIENCE ROAD JOURNAL

SCIENCE ROAD JOURNAL SCIENCE ROAD Journal SCIENCE ROAD JOURNAL Year: 2015 Volume: 03 Issue: 03 Pages: 278-285 Analyzing the impact of knowledge management on the success of customer communications with intermediary role of

More information

THE 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 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 information

Specialized Masters in business intelligence Jean-François Fiorina Groupe ESC Grenoble

Specialized 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 information

Organizational Commitment among Public and Private School Teachers

Organizational Commitment among Public and Private School Teachers The International Journal of Indian Psychology ISSN 2348-5396 (e) ISSN: 2349-3429 (p) Volume 2, Issue 3, Paper ID: B00381V2I32015 http://www.ijip.in April to June 2015 ABSTRACT: Organizational Commitment

More information

COMPANIES' INTEREST IN ENTERPRISE SOCIAL NETWORKS IN THE CZECH REPUBLIC

COMPANIES' INTEREST IN ENTERPRISE SOCIAL NETWORKS IN THE CZECH REPUBLIC COMPANIES' INTEREST IN ENTERPRISE SOCIAL NETWORKS IN THE CZECH REPUBLIC Jana Školudová, Ing. University of Pardubice, Faculty of Economics and Administration, Czech Republic Abstract To a degree, the development

More information

CUSTOMER RELATIONSHIP MANAGEMENT IN ACADEMIC LIBRARIES

CUSTOMER RELATIONSHIP MANAGEMENT IN ACADEMIC LIBRARIES 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 information

Enterprise Resource Planning Analysis of Business Intelligence & Emergence of Mining Objects

Enterprise 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 information

Evolution of Information System

Evolution of Information System Information Systems Classification Evolution of Information System The first business application of computers (in the mid- 1950s) performed repetitive, high-volume, transaction-computing tasks. The computers

More information

Visualisation of CRM Reports and Indicators in the Electric Power Supply Enterprise

Visualisation of CRM Reports and Indicators in the Electric Power Supply Enterprise Jelica Trninić Imre Petkovič Visualisation of CRM Reports and Indicators in the Electric Power Supply Enterprise Article Info:, Vol. 4 (2009), No. 2, pp. 035-039 Received 12 Jun 2009 Accepted 24 August

More information

Industry models for insurance. The IBM Insurance Application Architecture: A blueprint for success

Industry models for insurance. The IBM Insurance Application Architecture: A blueprint for success Industry models for insurance The IBM Insurance Application Architecture: A blueprint for success Executive summary An ongoing transfer of financial responsibility to end customers has created a whole

More information

Resource Management FORM 1

Resource Management FORM 1 FORM 1 This competency self-assessment process is designed to help you identify your areas of strength and areas for development as a leader/manager in the Public Service of Newfoundland and Labrador.

More information

SUCCESSFUL IMPLEMENTATION OF BUSINESS INTELLIGENCE AS A TOOL FOR COMPANY MANAGEMENT Tomáš Mandičák, Peter Mesároš, Karol Hrubý. INTRODUCTION Nowadays, situation on the markets is not easy for companies.

More information

Developing CRM strategies with using balance score card approach in Semnan West Steel Company

Developing 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 information

Customer loyalty is hard to come by: Technology is the answer

Customer 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 information

Customer Relationship Management

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 information

Technology-Driven Demand and e- Customer Relationship Management e-crm

Technology-Driven Demand and e- Customer Relationship Management e-crm E-Banking and Payment System Technology-Driven Demand and e- Customer Relationship Management e-crm Sittikorn Direksoonthorn Assumption University 1/2004 E-Banking and Payment System Quick Win Agenda Data

More information