Golden Research Thoughts

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Golden Research Thoughts"

Transcription

1 Vol II Issue V Nov 2012 Impact Factor : ISSN No : ORIGINAL ARTICLE Monthly Multidiciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi Associate Editor Dr.Rajani Dalvi Honorary Mr.Ashok Yakkaldevi

2 IMPACT FACTOR : Welcome to ISRJ RNI MAHMUL/2011/38595 ISSN No Indian Streams Research Journal is a multidisciplinary research journal, published monthly in English, Hindi & Marathi Language. All research papers submitted to the journal will be double - blind peer reviewed referred by members of the editorial Board readers will include investigator in universities, research institutes government and industry with research interest in the general subjects. Flávio de São Pedro Filho Federal University of Rondonia, Brazil Kamani Perera Regional Centre For Strategic Studies, Sri Lanka Janaki Sinnasamy Librarian, University of Malaya [ Malaysia ] International Advisory Board Mohammad Hailat Dept. of Mathmatical Sciences, University of South Carolina Aiken, Aiken SC Abdullah Sabbagh Engineering Studies, Sydney Catalina Neculai University of Coventry, UK Hasan Baktir English Language and Literature Department, Kayseri Ghayoor Abbas Chotana Department of Chemistry, Lahore University of Management Sciences [ PK ] Anna Maria Constantinovici AL. I. Cuza University, Romania Romona Mihaila Spiru Haret University, Romania Delia Serbescu Spiru Haret University, Bucharest, Romania Anurag Misra DBS College, Kanpur Titus Pop Ecaterina Patrascu Spiru Haret University, Bucharest Loredana Bosca Spiru Haret University, Romania Fabricio Moraes de Almeida Federal University of Rondonia, Brazil George - Calin SERITAN Postdoctoral Researcher Editorial Board Horia Patrascu Spiru Haret University, Bucharest, Romania Ilie Pintea, Spiru Haret University, Romania Xiaohua Yang PhD, USA Nawab Ali Khan College of Business Administration Pratap Vyamktrao Naikwade Iresh Swami ASP College Devrukh,Ratnagiri,MS India Ex - VC. Solapur University, Solapur R. R. Patil Head Geology Department Solapur University, Solapur Rama Bhosale Prin. and Jt. Director Higher Education, Panvel Salve R. N. Department of Sociology, Shivaji University, Kolhapur N.S. Dhaygude Ex. Prin. Dayanand College, Solapur Narendra Kadu Jt. Director Higher Education, Pune K. M. Bhandarkar Praful Patel College of Education, Gondia Sonal Singh Vikram University, Ujjain Rajendra Shendge Director, B.C.U.D. Solapur University, Solapur R. R. Yalikar Director Managment Institute, Solapur Umesh Rajderkar Head Humanities & Social Science YCMOU, Nashik S. R. Pandya Head Education Dept. Mumbai University, Mumbai Govind P. Shinde Bharati Vidyapeeth School of Distance Education Center, Navi Mumbai Chakane Sanjay Dnyaneshwar Arts, Science & Commerce College, Indapur, Pune Awadhesh Kumar Shirotriya Secretary, Play India Play (Trust),Meerut G. P. Patankar Alka Darshan Shrivastava S. D. M. Degree College, Honavar, Karnataka Shaskiya Snatkottar Mahavidyalaya, Dhar Maj. S. Bakhtiar Choudhary Director,Hyderabad AP India. S.Parvathi Devi Ph.D.-University of Allahabad Sonal Singh Rahul Shriram Sudke Devi Ahilya Vishwavidyalaya, Indore S.KANNAN Ph.D, Annamalai University,TN Satish Kumar Kalhotra Address:-Ashok Yakkaldevi 258/34, Raviwar Peth, Solapur Maharashtra, India Cell : , Ph No: Website:

3 Golden Research Thoughts Volume 2, Issue. 5, Nov ISSN: GRT ORIGINAL ARTICLE Available online at E-CRM PRACTICES OF INSURANCE COMPANIES IN INDIA KAMAL GULATI Singhania University Pacheri Bari, Distt. Jhujhunu Rajasthan Abstract: KEYWORDS: Customer relationship management in the insurance industry is in the nascent stage. Firms are framing new strategies to combat stiff competition. Public and private insurance companies are implementing customer relationship programs to attract more customers and retain existing customers. The objective of the study was to study the e-customer relationship management program of the insurance sector in India. Four companies were taken namely Life Insurance Corporation of India, ICICI Lombard, Oriental Insurance Co Ltd. and Max Life Insurance company. The study also focus on effectiveness E-CRM program in insurance sector in India. This study is based on the opinion scores of 182 policyholders of Life Insurance Corporation of India, who have been with the company for more than the last five years. Based on the average opinion scores before and after the implementation of the Customer Relationship Management program, it was concluded that the program is effective, which was evidenced by the results obtained from statistical analysis. E-CRM, General Insurance, Life Insurance. INTRODUCTION : As the Internet is becoming more and more important in business life, many companies consider it as an opportunity to reduce customer-service costs, tighten customer relationships and most important, further personalize marketing messages and enable mass customization. ECRM is being adopted by companies because it increases customer loyalty and customer retention by improving customer satisfaction, one of the objectives of e-crm. E-loyalty results in long-term profits for online retailers because they incur less costs of recruiting new customers, plus they have an increase in customer retention. Together with the creation of sales force automation (SFA), where electronic methods were used to gather data and analyze customer information, the trend of the upcoming Internet can be seen as the foundation of what we know as e-crm today. As we implement e-crm process, there are three steps life cycle: 1.Data collection: About customers preference information for actively (answer knowledge) and passively (surfing record) ways via website, , questionnaire. 2.Data aggregation: Filter and analysis for firm's specific needs to fulfill their customers. 3.Customer interaction: According to customer's need, company provide the proper feedback them. e-crm can be defined as activities to manage customer relationships by using the Internet, web browsers or Golden Research Thoughts Volume 2 Issue 5 NOV. 2012

4 other electronic touch points. The challenge hereby is to offer communication and information on the right topic, in the right amount, and at the right time that fits the customer's specific needs. The e-crm or electronic customer relationship marketing concept is derived from e-commerce. It also uses net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers making use of information technology (IT). ecrm is enterprises using IT to integrate internal organization resources and external marketing strategies to understand and fulfill their customers needs. Comparing with traditional CRM, the integrated information for e-crm intra organizational collaboration can be more efficient to communicate with customers. The ecrm or electronic customer relationship marketing concept is derived from e-commerce. It also uses net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers making use of information technology (IT). ecrm is enterprises using IT to integrate internal organization resources and external marketing strategies to understand and fulfill their customer's needs. Comparing with traditional CRM, the integrated information for ecrm intraorganisational collaboration can be more efficient to communicate with customers. Implementing and integrating E-CRM work Non-electronic solution Several CRM software packages exist that can help companies in deploying CRM activities. Besides choosing one of these packages, companies can also choose to design and build their own solutions. In order to implement CRM in an effective way, one needs to consider the following factors: Create a customer-focused culture in the organization. Adopt customer-based managers to assess satisfaction. Develop an end-to-end process to serve customers. Recommend questions to be asked to help a customer solve a problem. Track all aspects of selling to customers, as well as prospects. Furthermore, CRM solutions are more effective once they are being implemented in other information systems used by the company. Examples are transaction processing system (TPS) to process data real-time, which can then be sent to the sales and finance departments in order to recalculate inventory and financial position quick and accurately. Once this information is transferred back to the CRM software and services it could prevent customers from placing an order in the belief that an item is in stock while it is not. DIFFERENT LEVELS OF E-CRM In defining the scope of E-CRM, three different levels of services are as following: Foundational services: This includes the minimum necessary services such as web site effectiveness and responsiveness as well as order fulfillment. Customer-centered services: These services include order tracking, product configuration and customization as well as security/trust. Value-added services: These are extra services such as online auctions and online training and education. Self-services are becoming increasingly important in CRM activities. The rise of the Internet and E-CRM has boosted the options for self-service activities. A critical success factor is the integration of such activities into traditional channels. An example was Ford's plan to sell cars directly to customers via its Web Site, which provoked an outcry among its dealers network. CRM activities are mainly of two different types. Reactive service is where the customer has a problem and contacts the company. Proactive service is where the manager has decided not to wait for the customer to contact the firm, but to be aggressive and contact the customer himself in order to establish a dialogue and solve problems. RESEARCH METHODOLOGY This study is based on cases of different Insurance companies in India. These companies are namely: 2

5 1. Life Insurance Corporation of India 2. The Oriental Insurance Company Ltd. 3. ICICI Lombard Ltd. 4. Max Life Insurance Company Ltd. In this study out of four companies two companies are life insurance namely. Life Insurance Corporation of India, Max Life Insurance Company Ltd and two company are Non-Life Insurance namely ICICI Lombard Ltd and The Oriental Insurance companies. DATA COLLECTION: In this study data was collected through secondary source primarily website's of Indian Insurance companies. Interaction was also done with CRM Professionals with these organizations. These CRM practices are based on existing practices and their future plans. In this study observation was confined in National Capital region (NCR). E-CRM IN LIFE INSURANCE CORPORATION OF INDIA Customer Relationship Management consists of activities aimed at ensuring profitability of customers in an organization. Customer relationship management works on the concept of integrating customer management activities in an organization- like customer billing, distribution and shipping, customer service provision, and website utilization. Objective of Customer Relationship Management is to increase acquisition, growth and retention of profitable customers effectively and efficiently by selectively initiating, building and maintaining appropriate relationships with them. Developments in information technology has helped to implement customer relationship programs with ease and make it possible to gather vast amounts of customer data and to analyze, interpret and utilize it constructively. Customer Relationship Management includes many aspects which relate directly to one another: Front office operations: Direct interactions with customers, e.g. face to face meeting, phone calls, , online services etc. Back office operations: Operations that ultimately affect the activities of the front office, e.g. billing, maintenance, planning, marketing, advertising, finance, manufacturing, etc. Business relationships: Interaction with other companies and partners, such as suppliers/ vendors and retail outlets / distributors, industry networks. This external network supports front and back office activities. Key Customer Relationship Management data can be analyzed in order to plan target- marketing campaigns, conceive business strategies, and judge the success of Customer Relationship Management activities, e.g. Market share, number and types of customers, revenues. Academic research is stressing Customer Relationship Management as a fundamental business process with a significant impact on organization results. Rather, past academic research has been more narrowly focused on sales force automation (SFA). In particular the factors driving acceptance and use of information Technology by the sales force. Various activities are involved for effectiveness of Customer Relationship Management such as: Customer centric process: At the Customer Relationship Management planning stage, companies need to take cognizance of their processes from the customers' viewpoint and make necessary adjustments to enable higher customer facilitation. All processes that involve customers should be taken into account. Internal Collaborations: The Customer Relationship Management initiative should facilitate the collaboration process through the proper use of technology. An important aspect that needs to be considered is the resolution of ownership issues and boundaries across departments Designing databases carefully: Use of database is an integral part of Customer Relationship Management initiatives. The data that is collected should enable prediction of customer behavior with reference to propensity-to-buy, risk of churn, product affinity, and analysis of the data should enable opportunities for cross-selling and up-selling. E-CRM IN ICICI LOMBARD TalismaTM, a provider of multi-channel CRM solutions, announced that its solution has been deployed by ICICI Lombard, a leading provider of customized insurance solutions. Talisma v6 will provide ICICI Lombard's customers with enhanced customer service through quicker and more accurate claims processing. ICICI Lombard customer service representatives now have a single-screen view that provides a 360-degree perspective and complete audit trail of each customer enquiry. This enquiry includes contact information, customer profiles, appointments, and service queries, regardless of communication method 3

6 (chat, , or phone). 7 Essential Steps When Considering CRM For many advisers, choosing a specific customer relationship management technology can be a challenge. There are hundreds of CRM systems, and more than a dozen are focused specifically on financial planning practices. So where do you start? While it can be tempting to choose a CRM system based on the cost and list of features, you need to take a step back and consider your practice from a broader business perspective. Here are seven essential questions for you to answer to make sure your CRM investment gives you a great return. 1)Business objectives: Software that allows you to easily create professional templates can be exciting, but it doesn't do you any good if it doesn't help you achieve your objectives. List your business objectives and make sure they are clear and measurable. 2)Processes and CRM impact: Even before you decide to buy the software, consider your current customer relationship strategies and processes. How do you currently handle contact information? What is your process for preparing for client meetings? How do you communicate with your clients? Understanding what could be impacted can help you identify areas you want to adjust, change or keep intact once the software is installed. 3)Gains from implementing CRM: Clearly identify what it is you expect your CRM to ultimately give you. Is it scalability to help you serve more clients, or efficiency in daily tasks so you can spend more time prospecting to increase revenue? These gains should relate to achieving your overall business objectives, but should also be very specific and relate directly to your anticipated use of CRM. 4)Features and functions are critical to achieving objectives: Once you have answered the questions above, you can use that collective information to help identify the functions you need in a CRM system. 5)Incentives and measurements to support the adoption of CRM: Before you purchase and install a CRM system, you need to consider how you will motivate your staff to use the software. If it takes your assistant an extra 20 minutes to input complete client information into the software, he or she will need to understand how this extra work benefits the entire practice in the long run. It may also be appropriate to award him or her in some way for taking on additional work. 6)Evaluation and improvement in business processes: It is important to know if you are actually getting the value you want and need from your software purchase. To that end, identify who will evaluate the software and any gains (or losses) you have received from using the software on an ongoing basis. This individual can also be tasked with identifying new ways to improve your process that can save you time and money. 7)Customization of E-CRM: Now that you know what you need the CRM software to do for you and how you are going to ensure return on your investment, you can evaluate the various CRM options available in light of how the software will improve your business. E-CRM IN MAX LIFE INSURANCE E-CRM is the process of carefully managing detailed information about individual customers and all customers touch points to maximize customer loyalty. A customer touch point is any occasion on which a 4

7 customer encounters the brand and product-from actual experience to personal or mass communications to casual observation. Max Life Insurance Company has also undertaken various steps to strengthen its customer relationship management. Max Life Insurance Company has undertaken various steps to strengthen its customer relationship management (CRM). Max Life Insurance has announced the introduction of INTERACTIVE VOICE RESPONSE (IVR) service in 10 different languages. The leap is in a bid to enhance and improve Max Life's customer and distributor experience by availing the customer service in their own language. "This initiative is yet another step towards improving customer satisfaction by enhancing their ease of resolving pre and post policy issues. At Max Life, we lay emphasis in interacting with our customers and distributors in their choice of language. E-CRM IN ORIENTAL INSURANCE COMPANY LTD. CRM is also a customer focused business strategy that aims to increase customer satisfaction and customer loyalty by offering a more responsive and customized service to each customer. CRM technology initiatives are most commonly implemented in functional areas such as customer support, service, sales and marketing to optimize profitability and revenue. CRM is about managing customers for better understanding and to serve them. It is an umbrella concept that places the customers at the centre of an organisation. Customer service is an important component of CRM; however CRM is also concerned with coordinating customer relations across all business functions to retain the customers for long range. KEY CRM PRINCIPLES IN ORIENTAL INSURANCE: 1. Differentiate Customers: All customers are not equal; recognize and reward best customers disproportionately. Understanding each customer becomes particularly important. Besides for the same product or the service not all customers can be treated alike and CRM needs to differentiate between a high value customer and a low value customer. What CRM needs to understand while differentiating customers is: - Sensitivities, Tastes, Preferences and Personalities - Lifestyle and age - Culture Background and education - Physical and psychological characteristics 2. Differentiating Offerings - Low value customer requiring high value customer offerings - Low value customer with potential to become high value in near future - High value customer requiring high value service - High value customer requiring low value service 3. Keeping Existing Customers Grading customers from very satisfied to very disappointed should help the organisation in improving its customer satisfaction levels and scores. As the satisfaction level for each customer improve customer retention in the organization. There are two important issues in handling existing customers a.) Maximizing Life time value b.) Increasing Loyalty. RESULTS AND DISCUSSION By implementing CRM in organization, it leads for brand popularity, innovative product delivery, quick and honest response, building customer relationship through electronic mode and financial security. As far as effectiveness of factors across organizations is concerned, all the factors are proved to be the responsible and essential factors by delivering financial security and innovative products to the target customers and building the honest relationships. So it is fact that, all the undertaken insurance companies 5

8 are getting success by practicing the above factors. So it is fact that, brand popularity and financial security are two most responsible factors for insurers, by which they can create satisfaction among customers. For private and public sectors Insurance Companies, all the above factors are proved to be the responsible factors. There are few common practices of Electronic CRM in India are as Customization, Aliening with Business Objectives, Evaluation and Integration of Business Process, Dissemination of E-CRM knowledge to all stake holders, Sales Force Automation (SFA), Intelligent use of Data and technology and retaining the existing customers by high level of services to customers. CONCLUSION CRM will be able to manage the huge database of customers. Also will facilitates the online customer interaction for the sake of quick access, better service and delivering right offers at right time to the right customers. CRM implementation is also a cost effective and time saving activity, which will provide the long range solutions to the insurance players in the market. Thus, the need to integrate customer data from multiple channels, to increase sales force productivity, raising service standard, customer satisfaction, loyalty of customers, CRM software's and ITES Information Technology Enabled Services will be always in demand. BIBLIOGRAPHY Buttle, Francis (1999), The S.C.O.P.E. of Customer Relationship Management. International Journal of Customer Relationship Management 1 (4), Gefen D. and Ridings C.M., Implementation team responsiveness and user evaluation of customer relationship management, journal of management information system, 19, (2002) Kellen, Vince (2002). E-CRM Measurement Frameworks. Cunningham, Colleen, Il-Yeol Song, Jin Taek Jung and Peter Chen (2003), Design and Research Implications of Customer Relationship Management on Data Warehousing and CRM Decisions. In Proceedings of the 2003 Information Resources Management Association International Conference (IRMA 2003), Jain, Dipak and Singh, Siddhartha (2002). Customer Lifetime Value Research In Marketing: A Review and Future Direction. Journal of Interactive Marketing 16 (2), Janny.C.Hoekstra, Eelko.K.R.E.Huizingh, The Lifetime Value Concept in Customer-Based Marketing, Journal of Market Focused Management [M], 3, 1999, Peter C. Verhoef, Bas Donkers, Predicting customer potential value an application in the insurance industry, Decision Support System[M], 32, 2001, K. B. S. Kumar, Insurance Customer Service, Hyderabad: The ICFAI University Press, pp, 23 pp and 18 pp. Sameer A. Zodgeekar and Ravi Kant S. Wawge, Micro Insurance-Global and Indian Scenario, Hyderabad: The ICFAI University Press, 2008, 202pp. Ramsey, S. (2003). Introduction: Strategy First, Then CRM. In John Freeland (Ed.). The Ultimate CRM Handbook: Strategies and concepts for building enduring customer loyalty and profitability. McGraw-Hill. P.13 WEBLIOGRAPHY

9 Publish Research Article International Level Multidisciplinary Research Journal For All Subjects ORIGINAL ARTICLE Dear Sir/Mam, We invite unpublished research paper.summary of Research Project,Theses,Books and Books Review of publication,you will be pleased to know that our journals are Associated and Indexed,India International Scientific Journal Consortium OPEN J-GATE Scientific Associated and Indexed,USA EBSCO Index Copernicus Publication Index Academic Journal Database Contemporary Research Index Academic Paper Databse Digital Journals Database Current Index to Scholarly Journals Elite Scientific Journal Archive Directory Of Academic Resources Scholar Journal Index Recent Science Index Scientific Resources Database Golden Research Thoughts 258/34 Raviwar Peth Solapur ,Maharashtra Contact Website :

GoldenResearch Thoughts

GoldenResearch Thoughts Vol 2 Issue 11 May 2013 Impact Factor : 1.2018 (GISI) ISSN No :2231-5063 ORIGINAL ARTICLE Monthly Multidisciplinary Research Journal GoldenResearch Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher

More information

Golden Research Thoughts

Golden Research Thoughts Vol 2 Issue 4 Oct 2012 ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 12 Jan 2016 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 9 Oct 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Golden Research Thoughts

Golden Research Thoughts Vol 4 Issue 11 may 2015 ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 11Jan 2016 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 9 Oct 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Golden Research Thoughts

Golden Research Thoughts Vol 4 Issue 8 Feb 2015 ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 9 Oct 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

GoldenResearch Thoughts

GoldenResearch Thoughts Vol II Issue VI Dec 2012 Impact Factor : 0.1870 ISSN No :2231-5063 ORIGINAL ARTICLE Monthly Multidisciplinary Research Journal GoldenResearch Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol II Issue XII Jan 2013 Impact Factor : 0.2105 ISSN No : 2230-7850 ORIGINAL ARTICLE Monthly Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-chief

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Golden Research Thoughts

Golden Research Thoughts Vol 4 Issue 9 March 2015 ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi

More information

Golden Research Thoughts

Golden Research Thoughts Vol 5 Issue 3 Sept 2015 ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi

More information

Golden Research Thoughts

Golden Research Thoughts Vol 4 Issue 11 May 2015 ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 9 Oct 015 ISSN No : 30-750 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap Welcome

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 4 Issue 6 July 2014 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 9 Oct 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 9 Oct 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Golden Research Thoughts

Golden Research Thoughts Vol III Issue IX March 2014 Impact Factor : 2.2052(UIF) ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 1 Feb 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 11 Dec 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 6 Issue 1 Feb 2016 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

GoldenResearch Thoughts

GoldenResearch Thoughts Vol II Issue VI Dec 2012 Impact Factor : 0.1870 ISSN No :2231-5063 ORIGINAL ARTICLE Monthly Multidisciplinary Research Journal GoldenResearch Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 5 June 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 4 Issue 6 July 2014 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Golden Research Thoughts

Golden Research Thoughts Vol 5 Issue 3 Sept 2015 ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 12 Jan 2016 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 4 Issue 12 Jan 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 9 Oct 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 12 Jan 2016 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Golden Research Thoughts

Golden Research Thoughts Vol 4 Issue 6 Dec 2014 ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 3 Issue 11 Dec 2013 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 6 Issue 1 Feb 2016 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 7 Aug 2015 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

Golden Research Thoughts

Golden Research Thoughts Vol 5 Issue 6 Dec 2015 ISSN No :2231-5063 ORIGINAL ARTICLE International Multidisciplinary Research Journal Golden Research Thoughts Chief Editor Dr.Tukaram Narayan Shinde Publisher Mrs.Laxmi Ashok Yakkaldevi

More information

Indian Streams Research Journal

Indian Streams Research Journal Vol 5 Issue 12 Jan 2016 ISSN No : 2230-7850 ORIGINAL ARTICLE International Multidisciplinary Research Journal Indian Streams Research Journal Executive Editor Ashok Yakkaldevi Editor-in-Chief H.N.Jagtap

More information

E-CRM Practices and Customer Satisfaction in Insurance Sector

E-CRM Practices and Customer Satisfaction in Insurance Sector Abstract Research Journal of Management Sciences Res. J. Management Sci. E-CRM Practices and Customer Satisfaction in Insurance Sector Dash Biswamohan 1 and Mishra Bidhubhusan 2 Utkal University, Bhubaneswar,

More information

e-crm: Latest Paradigm in the world of CRM

e-crm: Latest Paradigm in the world of CRM e-crm: Latest Paradigm in the world of CRM Leny Michael (Research Scholar, Bharathiyar University, Coimbatore) Assistnat Professor Caarmel Engineering College Koonamkara Post, Perunad ranni-689711 Mobile

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

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

E-Customer Relationship Management in the Clothing Retail Shops in Zimbabwe

E-Customer Relationship Management in the Clothing Retail Shops in Zimbabwe IJMBS Vo l. 3, Is s u e 1, Ja n - Ma r c h 2013 ISSN : 2230-9519 (Online) ISSN : 2230-2463 (Print) E-Customer Relationship Management in the Clothing Retail Shops in Zimbabwe 1 Muchaneta Enipha Muruko,

More information

Customer Relationship Management

Customer Relationship Management Customer Relationship Management CRM is Any application or initiative designed to help an organization optimize interactions with customers, suppliers, or prospects via one or more touch points for the

More information

Request for Proposal for Implementing CRM in ACI Agribusiness Terms of References (ToR) for ICT vendors to submit proposal

Request for Proposal for Implementing CRM in ACI Agribusiness Terms of References (ToR) for ICT vendors to submit proposal Request for Proposal for Implementing CRM in ACI Agribusiness Terms of References (ToR) for ICT vendors to submit proposal A. General: This Request for Proposal (RFP) refers to the Terms of Reference (TOR)

More information

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center Create a better retail experience across multiple

More information

API JOURNAL OF APPLIED RESEARCH

API JOURNAL OF APPLIED RESEARCH Volume: Volume: 01 01 Issue: Issue: 01 01 ISSN ISSN 2394-5419 2394-5419 November, November, 2014 2014 style.css Online International & Refereed API JOURNAL OF APPLIED RESEARCH 7 CRM IN BANKING SERVICES

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

Research Directions. International Multidisciplinary Research Journal. Vol 3 Issue 4 Oct 2015 ISSN No: 2321-5488. Editor-in-Chief S.P.

Research Directions. International Multidisciplinary Research Journal. Vol 3 Issue 4 Oct 2015 ISSN No: 2321-5488. Editor-in-Chief S.P. Vol 3 Issue 4 Oct 2015 ISSN No: 2321-5488 ORIGINAL ARTICLE International Multidisciplinary Research Journal Research Directions Editor-in-Chief S.P. Rajguru Welcome to Research Direction ISSN No.2321-5488

More information

2006 www.insight.com/uk

2006 www.insight.com/uk How to choose a CRM System How to choose a CRM System This guide is designed to help you build a business case for a CRM system, form an effective project team, ask the right questions, identify the challenges

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS

CHAPTER 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 information

CRM IN BANKS FROM B2B PERSPECTIVE

CRM IN BANKS FROM B2B PERSPECTIVE CRM IN S FROM B2B PERSPECTIVE Deepak Bhattacharya 1 and Dr. R. R Patil 2 1 Research Scholar, Shri Jagdish Prasad Jhabarmal Tibrewala University, India Email: dbcta1@gmail.com 2 Director, Decision Science

More information

How to Choose a CRM System

How to Choose a CRM System When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning your selection process. That s why we created this guide to

More information

Quality of ecrm Services and Customer Satisfaction in Life Insurance Sector in India Prof. Dr. Shivaji Borhade Head, Department of Commerce Bharati

Quality of ecrm Services and Customer Satisfaction in Life Insurance Sector in India Prof. Dr. Shivaji Borhade Head, Department of Commerce Bharati 1 Quality of ecrm Services and Customer Satisfaction in Life Insurance Sector in India Prof. Dr. Shivaji Borhade Head, Department of Commerce Bharati Vidyapeeth University e-mail: drsnborhade@gmail.com

More information

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising Relationship Marketing SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising What is relationship marketing? Marketing designed to create, maintain, and enhance strong relationships with customers

More information

Design of a Customer-Centric Balanced Scorecard Support for a Research on CRM Strategies of Romanian Companies from FMCG Sector

Design of a Customer-Centric Balanced Scorecard Support for a Research on CRM Strategies of Romanian Companies from FMCG Sector Design of a Customer-Centric Balanced Scorecard Support for a Research on CRM Strategies of Romanian Companies from FMCG Sector MICU ADRIAN MICU ANGELA ELIZA CAPATINA ALEXANDRU NISTOR COSTEL Management-Marketing

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

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner

A 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 information

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

ABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF REASEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com e-crm OPPORTUNITIES AND CHALLENGES IN DIGITAL WORLD Dr. T. N. Murty 1, N D Chandra Sekhar 2 and S Vidya Sagar 3 1 Professor & Director, Nimra College of Business Management, Vijayawada, India Email: thamminaina@yahoo.com

More information

Transforming customer service with business analytics

Transforming customer service with business analytics IBM Software Business Analytics Customer Service Transforming customer service with business analytics 2 Transforming customer service with business analytics Contents 2 Overview 2 Customer service is

More information

From the Editors Desk Mobile Payments 01. Realigning Mobile Payments: An Open System Solution 05 for an Evolving Industry

From the Editors Desk Mobile Payments 01. Realigning Mobile Payments: An Open System Solution 05 for an Evolving Industry Content Preface From the Editors Desk Mobile Payments 01. Realigning Mobile Payments: An Open System Solution 05 for an Evolving Industry 02. Mobile Money Transfers: Opportunities and Challenges 13 in

More information

Cyberica.NET Technologies E-Retailing Solutions Enabling Innovation as a growth driver for Enterprise of Tomorrow

Cyberica.NET Technologies E-Retailing Solutions Enabling Innovation as a growth driver for Enterprise of Tomorrow Cyberica.NET Technologies E-Retailing Solutions Enabling Innovation as a growth driver for Enterprise of Tomorrow Overview Cyberica is one of the most experienced software companies specializing in enterprise

More information

Informatics For Business Administration

Informatics For Business Administration Informatics For Business Administration 3.1 Definition 3.2 Operational and Analytical CRM 3.3 Marketing the source of valuable customer data 3.4 The core processes CRM 3.5 CRM software 3.6 A CRM Implementation

More information

ACS 3907 E-Commerce. Instructor: Kerry Augustine March 3 rd 2015. Bowen Hui, Beyond the Cube Consulting Services Ltd.

ACS 3907 E-Commerce. Instructor: Kerry Augustine March 3 rd 2015. Bowen Hui, Beyond the Cube Consulting Services Ltd. ACS 3907 E-Commerce Instructor: Kerry Augustine March 3 rd 2015 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS Managing materials, services and information from suppliers through to the organization s

More information

Seven ways to boost customer loyalty and profitability through an empowered contact center

Seven ways to boost customer loyalty and profitability through an empowered contact center Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Ten Steps to CRM Success. A Customer Relationship Management White Paper

Ten Steps to CRM Success. A Customer Relationship Management White Paper A Customer Relationship Management White Paper 10 Steps to CRM Success i Table of Contents Step1: It s all About the Customer... 1 Who Are Your Customers?... 1 Define Customer Attributes... 1 Step 2: Build

More information

SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL INDUSTRY

SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL INDUSTRY SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL Dr. A.R. Annadurai* INDUSTRY Abstract: Social CRM is an advanced form of customer relationship management that uses social media services,

More information

Proactively Increasing Your Online Sales

Proactively Increasing Your Online Sales Proactively Increasing Your Online Sales TABLE OF CONTENTS Executive Summary...1 The Problem with Online Sales...1 Best Practices to Increase Online Sales...3 Executive Summary Selling online is more than

More information

Customer Relationship Management in Service Industry

Customer Relationship Management in Service Industry Customer Relationship Management in Service Industry Abhishek Ashok Khadtare Assistant Professor and Mrs. Meghna.A.Navale (Assistant Professor) Mr. Vasim Sardar Kalavant (Assistant Professor) Sinhgad Institute

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

International Journal of Computing and Corporate Research IJCCR India

International Journal of Computing and Corporate Research IJCCR India ENHANCING CUSTOMER VALUE PROPOSITION THROUGH CUSTOMER RELATIONSHIP MANAGEMENT IN RETAILING Prof. V.P.Deshmukh, Prof S.P.Shinde, Prof. N.R.Jadhav Bharati Vidyapeeth University, Y.M.I.M., Karad, Maharashtra,

More information

Banking on Business Intelligence (BI)

Banking on Business Intelligence (BI) Banking on Business Intelligence (BI) Building a business case for the Kenyan Banking Sector The new banking environment in Kenya is all about differentiating banking products, increased choices, security

More information

Business Intelligence Solutions for Gaming and Hospitality

Business Intelligence Solutions for Gaming and Hospitality Business Intelligence Solutions for Gaming and Hospitality Prepared by: Mario Perkins Qualex Consulting Services, Inc. Suzanne Fiero SAS Objective Summary 2 Objective Summary The rise in popularity and

More information

Enterprise Applications

Enterprise Applications Enterprise Applications Reading: Laudon & Laudon chapter 8 Additional Reading: Brien & Marakas chapter 7 COMP 5131 1 Outline Enterprise Systems Supply Chain Management Support Customer Relationship Management

More information

ANIKET J. SHIRALKAR DPGD/AP13/1008.

ANIKET J. SHIRALKAR DPGD/AP13/1008. CRM - an Operational Tool for Customer Centric Actions : Case Study in Service Sector ANIKET J. SHIRALKAR DPGD/AP13/1008. What is CRM? CRM is a business strategy that aims to understand, anticipate and

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

MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT

MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT DATE: October 2013 Tim Gilmour Chief Marketing Officer aegon.com AEGON DIRECT & AFFINITY MARKETING SERVICES ADAMS (AND ITS SISTER COMPANIES WORLDWIDE)

More information

TELEMARKETING Don t miss a Golden Egg opportunity to turn your telemarketing campaigns into profit centers.

TELEMARKETING Don t miss a Golden Egg opportunity to turn your telemarketing campaigns into profit centers. of the BROADER ROLE TELEMARKETING Don t miss a Golden Egg opportunity to turn your telemarketing campaigns into profit centers. NEW 1555 Pony Express Hwy Home, KS 66438 (800) 882-0803 ronen@bluevalley.net

More information

CRM Buyer s Guide. Volume III: How Can I Get the Most from My Chosen CRM Solution?

CRM Buyer s Guide. Volume III: How Can I Get the Most from My Chosen CRM Solution? CRM Buyer s Guide Volume III: How Can I Get the Most from My Chosen CRM Table of Contents Steps to CRM Success... 1 Step 1: It s all About the Customer... 1 Step 2: Build a Business Case... 2 Step 3: End

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

Audi's Three Steps to a Winning CRM Strategy

Audi's Three Steps to a Winning CRM Strategy Case Studies, E. Thompson, A. Bona Research Note 14 January 2004 Audi's Three Steps to a Winning CRM Strategy This case study shows how Audi takes reactive, proactive and selective approaches to customer

More information

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE WRITTEN BY: JOHN CARROLL, CHIEF EXECUTIVE OFFICER FEBRUARY 2013 Page 2 of 9 In The Service Council s The Role of Service Culture In Driving Service Revenues research (October 2012), virtually half of organizations

More information

Customer Experience Analytics

Customer Experience Analytics Customer Experience Analytics By eloyalty s Marketing Solutions Service Line 9.16.2003 OPTIMIZING CUSTOMER INTERACTIONS Customer Experience Analytics Abstract This paper will describe a method of quantifying

More information

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Enterprise Information Systems Lecture Outline 6 ACS-1803 Introduction to Information Systems Learning Objectives 1. Explain how

More information

A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING SECTOR IN INDIA

A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING SECTOR IN INDIA Volume 4, Issue 5 (May, 2015) Online ISSN-2277-1166 Published by: Abhinav Publication Abhinav National Monthly Refereed Journal of Research in A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING

More information