| crm implementation case study: Implementing CRM David Finnegan, Leslie P. Willcocks, 2007-05-07 Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database management, firms have both the motivation and the means for improving their Customer Relationship Management (CRM) strategies. This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge. Finnegan and Willcocks note that CRM implementation is not the straightforward process that many of the trade publications would have us believe. They state the failure rate of large CRM projects may be as high at 70%. Through the lens of two detailed case studies, the authors investigate why CRM is no panacea. |
| crm implementation case study: Customer Relationship Management: A Databased Approach Kumar, 2009-07 Customer Relationship Management: A Data based Approach offers the promise of maximized profits for today s highly competitive businesses. This innovative book provides readers with the tools and techniques to effectively use CRM. It emphasizes the utilization of database marketing in order to build strong and profitable customer relationships. Kumar first describes how to implement database marketing and then looks at recent advances in CRM applications. Critical marketing issues like optimum resource allocation, purchase sequence, and the link between acquisition, retentions, and profitability are also examined on the basis of empirical findings.· CRM, Database Marketing, and Customer Value· CRM Industry Landscape· Strategic CRM· Implementing the CRM Strategy· Introduction to Customer-Based Marketing Metrics· Customer Value Metrics-Concepts and Practices· Using Databases· Designing Loyalty Programs· Effectiveness of Loyalty Programs· Data Mining· Campaign Management· Applications of Database Marketing in B-to-C and B-to-B Scenarios· Application of the Customer Value Framework to Marketing Decisions· Impact of CRM on Marketing Channels |
| crm implementation case study: Customer Relationship Management V. Kumar, Werner Reinartz, 2018-05-15 This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain. |
| crm implementation case study: Collaborative Customer Relationship Management Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert, 2012-11-07 Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future. |
| crm implementation case study: Handbook of Relationship Marketing Jagdish N Sheth, Atul Parvatiyar, 2000 As businesses increasingly stress the importance of cooperation and collaboration with suppliers and customers, relationship marketing is emerging as the `core' of all marketing activity. In recent years, there has been an explosive growth in business and academic interest in relationship marketing, yet no comprehensive book has been available to present key concepts, theories, and applications. The editors of this volume have assembled an authoritative and global cast of chapter contributors and crafted a volume that will become the seminal, founding work in this growing field. Their approach is eclectic, including a broad coverage of topics, diverse theoretical and conceptual paradigms, and global viewpoints. |
| crm implementation case study: Social Customer Relationship Management Rainer Alt, Olaf Reinhold, 2019-08-29 Social media has received considerable attention, and many potential benefits, as well as concerns, are now being discussed. This book explores how social media can successfully support business processes in marketing, sales and service in the context of customer relationship management (CRM). It presents the fundamentals of Social CRM and shows how small and large companies alike have implemented it. In turn, the book presents analytic and operational software tools that offer features for enhancing and streamlining interactions with customers. The book concludes with an overview of essential design areas that businesses need to bear in mind when introducing social media into their CRM strategies. In this regard, it also points out key success factors, limitations, and data protection aspects. |
| crm implementation case study: Strategic Customer Management Adrian Payne, Pennie Frow, 2013-03-28 Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field. |
| crm implementation case study: Case Studies in Knowledge Management Jennex, Murray E., 2005-04-30 Case Studies in Knowledge Management provides rich, case-based lessons learned from several examples of actual applications of knowledge management in a variety of organizational and global settings. A variety of KM issues are explored, including issues associated with building a KMS, organizational culture and its effect on knowledge capture, sharing, re-use, strategy, and implementation of KM initiatives and a KMS. The benefit of focusing on case and action research is that this research provides an extensive and in-depth background and analysis on the subjects, providing readers with greater insight into the issues discussed. |
| crm implementation case study: Effective Strategy Execution Bernd Heesen, 2015-09-04 This book demonstrates how an improved strategic management approach, leveraging established management concepts in conjunction with the innovative technology solutions offered by business intelligence, can lead to better performance. It presents the three main barriers to effective strategy execution and explains how they can be overcome. Creating a shared understanding of the strategy at all levels of the organization using a Value ScorecardTM and following the Strategic Alignment ProcessTM allow organizations to measure and monitor performance. Strategic Alignment Remote ControlTM is presented as the ultimate tool for managers to remain in control of their business. Seven case studies from different industries across the globe provide examples of how the organizational performance can be improved. They include companies like Daimler, Tetra-Pak, Würth, Germany's Federal Employment Agency, the city of Aix-Les-Bains, and Giesecke & Devrient. Additional examples from organizations like Disney, Marriott, Volkswagen, Avis, FedEx, and Harrahs help to demonstrate how applying the concepts introduced adds unique value. The second edition of this book has been updated and improved. Additionally it includes a separate section on decision-making under uncertainty and the results of a survey on the adoption of business intelligence. |
| crm implementation case study: The Hidden Leader Scott Edinger, James M. KOUZES, Laurie Sain, 2015-02-04 This book helps managers recognize hidden gems in the workplace and learn how to utilize them for their greatest impact. Think you can spot the leaders in your company? Don’t assume that you can identify them by their positions. What about those employees who consistently step up: the field agent who solves a previously intractable problem; the service rep who thinks outside the box and creates unshakeable customer loyalty. These are more than “good employees”, these are “hidden leaders” and they are critical to an organization’s long-term success. Managers today need to make the most of all their resources—and The Hidden Leader shows them how to identify and cultivate these talented but under utilized employees, who: Demonstrate integrity Lead through authentic relationships Focus on results Work from clear customer purpose Fulfill the value promise of the company Don’t settle for the traditional feedback that tells you these are “good employees” who deserve a pat on the back and a 3 percent increase at the end of the year. These hidden leaders will soon be pulled out by another organization giving them the opportunity they deserve. Supported by real-world examples of hidden leaders in action--and QR codes readers can scan for instant access to online assessments--The Hidden Leader helps managers discover these secret saviors and enable them to deliver even greater value to customers. |
| crm implementation case study: Do You Want to Keep Your Customers Forever? B. Joseph Pine, Don Peppers, Martha Rogers, 2009 This classic article shows how to make mass customization and efficient and personal marketing work by putting companies and their consumers in a learning relationship. Over time, this ongoing relationship allows your company to meet customers' changing needs, develop learning relationships with them, and retain their business forever.--Provided by publisher. |
| crm implementation case study: Electronic Customer Relationship Management Jerry Fjermestad, Nicholas C Robertson Jr, 2015-05-15 This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce. |
| crm implementation case study: Advances in Hospitality and Leisure Joseph S. Chen, 2012-07-17 Advances in Hospitality and Leisure, a peer-review series, delivers refreshing insights from a host of scientific studies in the domains of hospitality, leisure and tourism. |
| crm implementation case study: Customer Relationship Management V. Kumar, Werner Reinartz, 2012-04-30 Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. |
| crm implementation case study: Handbook of CRM Adrian Payne, 2012-07-26 Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business. |
| crm implementation case study: CUSTOMER RELATIONSHIP MANAGEMENT KAUSHIK MUKERJEE, 2007-07-25 This textbook on CRM, a new approach to marketing, is comprehensive and managerially very useful. Its case studies with a mixture of Indian and non-Indian cases, are extremely interesting and will be fun for students to learn and for instructors to teach. JAGDISH N. SHETH, Professor of Marketing,Emory University This straightforward and easy-to-read text provides students of manage-ment and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of CRM (Customer Relationship Management), regarded as the wonder solution to all the problems encountered by marketers. To cope with the increasing intensity of competition, necessitating a drive towards enhancement of customer satisfaction, the book emphasizes the need for integration and coordination along the value chain to effectively and efficiently manage customers. The book focuses on best practices in CRM and illustrates along the way through several interesting case studies how CRM has been used in various industries to build relationships with customers. The book also provides a solid grounding in tools, techniques and technologies used in CRM and explains in detail the power of eCRM to help companies make their vision of CRM a reality. The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals. KEY FEATURES Provides insight into contemporary developments in CRM Cites Indian as well as global examples Offers case studies on Indian and global companies to highlight the use of CRM |
| crm implementation case study: Effective CRM using Predictive Analytics Antonios Chorianopoulos, 2016-01-19 A step-by-step guide to data mining applications in CRM. Following a handbook approach, this book bridges the gap between analytics and their use in everyday marketing, providing guidance on solving real business problems using data mining techniques. The book is organized into three parts. Part one provides a methodological roadmap, covering both the business and the technical aspects. The data mining process is presented in detail along with specific guidelines for the development of optimized acquisition, cross/ deep/ up selling and retention campaigns, as well as effective customer segmentation schemes. In part two, some of the most useful data mining algorithms are explained in a simple and comprehensive way for business users with no technical expertise. Part three is packed with real world case studies which employ the use of three leading data mining tools: IBM SPSS Modeler, RapidMiner and Data Mining for Excel. Case studies from industries including banking, retail and telecommunications are presented in detail so as to serve as templates for developing similar applications. Key Features: Includes numerous real-world case studies which are presented step by step, demystifying the usage of data mining models and clarifying all the methodological issues. Topics are presented with the use of three leading data mining tools: IBM SPSS Modeler, RapidMiner and Data Mining for Excel. Accompanied by a website featuring material from each case study, including datasets and relevant code. Combining data mining and business knowledge, this practical book provides all the necessary information for designing, setting up, executing and deploying data mining techniques in CRM. Effective CRM using Predictive Analytics will benefit data mining practitioners and consultants, data analysts, statisticians, and CRM officers. The book will also be useful to academics and students interested in applied data mining. |
| crm implementation case study: Customer Relationship Management Francis Buttle, 2009 This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims. |
| crm implementation case study: The Customer Marketing Method Adam Curry, Jay Curry, 2002-01-18 Today the hottest new area of marketing is Customer Relationship Management (CRM) -- the discipline of identifying, attracting, and retaining a company¹s most valuable customers. Drawing upon more than ten years of testing, tryout, and implementation in hundreds of companies, CRM expert Jay Curry, and his Internet-expert son, Adam Curry, have written a clear, step-by-step guide to profiting from this exploding movement, with strategies that are aimed at the small and medium-sized business owners who need them most. Jay Curry explains how CRM can help managers boost profits by implementing a customer-focused strategy. Using easy-to-understand graphics, he introduces the customer pyramid -- segmented as Top, Big, Medium, and Small -- to help the reader visualize, analyze, and improve customer profitability. Success comes to those who follow this three-step Customer Marketing Strategy: (1) get new customers into your pyramid; (2) move customers higher into your pyramid; (3) keep the customers in the pyramid. Combining practical how-to directives with vital CRM reference information, the book includes a case study, InterTech, that allows readers to see customer-focused strategy in action. The final third of this practical, easy-to-read book is devoted to the Internet. Here Adam Curry introduces the Permission Pyramid and the e-Customer Marketing Pyramid to explain the nature of virtual customer relationships and how to use them to create, keep, and upgrade customers. This section includes mini-cases and tips to help managers use the Internet to complement current marketing and sales activities and ends with guidelines to test out the new paradigms of e-commerce. Throughout The Customer Marketing Method, the emphasis is always on practical steps to make it happen. It is essential and timely reading for owners of small and medium-sized businesses as well as managers of small business units within larger firms. |
| crm implementation case study: Statistical Methods in Customer Relationship Management V. Kumar, J. Andrew Petersen, 2012-07-26 Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book. |
| crm implementation case study: Customer Relationship Management Systems Handbook Duane E. Sharp, 2002-07-19 This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy. |
| crm implementation case study: Loyalty and Customer Relationship Management in Banking Sector: Case Study of HSBC Farrukh Khan, |
| crm implementation case study: CRM Unplugged Philip Bligh, Douglas Turk, 2004-05-18 Building and maintaining a customer-centered enterprise cost-effectively is a hot topic and key business issue. This book provides the definitive work on how to derive return from investment. It shows readers strategies for successful CRM implementation into a company, and how to achieve a good ROI through CRM, and also details best practices. |
| crm implementation case study: The The Art of CRM Max Fatouretchi, 2019-05-22 This CRM masterclass gives you a proven approach to modern customer relationship management Key FeaturesProven techniques to architect CRM systems that perform well, that are built on time and on budget, and that deliver value for many yearsCombines technical knowledge and business experience to provide a powerful guide to CRM implementationCovers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR complianceBook Description CRM systems have delivered huge value to organizations. This book shares proven and cutting-edge techniques to increase the power of CRM even further. In The Art of CRM, Max Fatouretchi shares his decades of experience building successful CRM systems that make a real difference to business performance. Through clear processes, actionable advice, and informative case studies, The Art of CRM teaches you to design successful CRM systems for your clients. Fatouretchi, founder of Academy4CRM institute, draws on his experience over 20 years and 200 CRM implementations worldwide. Bringing CRM bang up to date, The Art of CRM shows how to add AI and machine learning, ensure compliance with GDPR, and choose between on-premise, cloud, and hybrid hosting solutions. If you’re looking for an expert guide to real-world CRM implementations, this book is for you. What you will learnDeliver CRM systems that are on time, on budget, and bring lasting value to organizationsBuild CRM that excels at operations, analytics, and collaborationGather requirements effectively: identify key pain points, objectives, and functional requirementsDevelop customer insight through 360-degree client view and client profilingTurn customer requirements into a CRM design specArchitect your CRM platformBring machine learning and artificial intelligence into your CRM systemEnsure compliance with GDPR and other critical regulationsChoose between on-premise, cloud, and hybrid hosting solutionsWho this book is for CRM practitioners who want to update their work with new, proven techniques and approaches |
| crm implementation case study: Beyond the Checklist Suzanne Gordon, Patrick Mendenhall, Bonnie Blair O'Connor, 2012-11-20 The U.S. healthcare system is now spending many millions of dollars to improve patient safety and inter-professional practice. Nevertheless, an estimated 100,000 patients still succumb to preventable medical errors or infections every year. How can health care providers reduce the terrible financial and human toll of medical errors and injuries that harm rather than heal? Beyond the Checklist argues that lives could be saved and patient care enhanced by adapting the relevant lessons of aviation safety and teamwork. In response to a series of human-error caused crashes, the airline industry developed the system of job training and information sharing known as Crew Resource Management (CRM). Under the new industry-wide system of CRM, pilots, flight attendants, and ground crews now communicate and cooperate in ways that have greatly reduced the hazards of commercial air travel. The coauthors of this book sought out the aviation professionals who made this transformation possible. Beyond the Checklist gives us an inside look at CRM training and shows how airline staff interaction that once suffered from the same dysfunction that too often undermines real teamwork in health care today has dramatically improved. Drawing on the experience of doctors, nurses, medical educators, and administrators, this book demonstrates how CRM can be adapted, more widely and effectively, to health care delivery. The authors provide case studies of three institutions that have successfully incorporated CRM-like principles into the fabric of their clinical culture by embracing practices that promote common patient safety knowledge and skills.They infuse this study with their own diverse experience and collaborative spirit: Patrick Mendenhall is a commercial airline pilot who teaches CRM; Suzanne Gordon is a nationally known health care journalist, training consultant, and speaker on issues related to nursing; and Bonnie Blair O'Connor is an ethnographer and medical educator who has spent more than two decades observing medical training and teamwork from the inside. |
| crm implementation case study: Software Change Management Donald J. Reifer, 2011-12-22 Why is it so difficult to change organizations? What does it really take to make “process improvement” yield measurable results? For more than 30 years, Donald Riefer has been guiding software teams through the technical, organizational, and people issues that must be managed in order to make meaningful process changes—and better products. This practical guide draws from his extensive experience, featuring 11 case studies spanning the public and private sectors and even academia. Each case study illuminates the original conditions; describes options and recommendations; details reactions, outcomes, and lessons learned; and provides essential references and resources. Eleven case studies provide insightful, empirical data from real-world organizations Provides a broad view across organizational settings and factors, such as personnel, and technical environments, including cloud, Agile, and open source options Illuminates the hard-won lessons, tradeoffs, and impacts—with advice on how to engineer successful, sustainable changes yourself |
| crm implementation case study: Success with Microsoft Dynamics CRM 4.0 Aaron Yetter, Justin Mathena, Hoss Hostetler, 2009-01-31 Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management is aimed at readers who are interested in understanding how to successfully implement Microsoft Dynamics CRM 4.0 within their projects. It is intended as an implementation roadmap for the business and technical representatives leading or engaged in a project. The book covers the capabilities of Microsoft Dynamics CRM, both in the traditional functional areas of sales, marketing, and service and as an applications framework for XRM deployments. The book demonstrates CRM best practices for design, configuration, and development. Through real–world solutions and exercises, you will be given the confidence and expertise to deliver an implementation that provides long–term success for your organization. |
| crm implementation case study: CRM in Financial Services Bryan Foss, Merlin Stone, 2002 Packed with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globally, and then goes on to provide comprehensive and practical guidance on: making the most of your customer base; systems and data management; risk and compliance; channels and value chain issues; implementation; strategic implications. |
| crm implementation case study: Adoption and Implementation of AI in Customer Relationship Management Singh, Surabhi, 2021-10-15 Integration of artificial intelligence (AI) into customer relationship management (CRM) automates the sales, marketing, and services in organizations. An AI-powered CRM is capable of learning from past decisions and historical patterns to score the best leads for sales. AI will also be able to predict future customer behavior. These tactics lead to better and more effective marketing strategies and increases the scope of customer services, which allow businesses to build healthier relationships with their consumer base. Adoption and Implementation of AI in Customer Relationship Management is a critical reference source that informs readers about the transformations that AI-powered CRM can bring to organizations in order to build better services that create more productive relationships. This book uses the experience of past decisions and historical patterns to discuss the ways in which AI and CRM lead to better analytics and better decisions. Discussing topics such as personalization, quality of services, and CRM in the context of diverse industries, this book is an important resource for marketers, brand managers, IT specialists, sales specialists, managers, students, researchers, professors, academicians, and stakeholders. |
| crm implementation case study: Successful Customer Relationship Management Programs and Technologies: Issues and Trends Eid, Riyad, 2012-03-31 This book offers case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management--Provided by publisher. |
| crm implementation case study: Research Anthology on Recent Trends, Tools, and Implications of Computer Programming Management Association, Information Resources, 2020-08-03 Programming has become a significant part of connecting theoretical development and scientific application computation. Computer programs and processes that take into account the goals and needs of the user meet with the greatest success, so it behooves software engineers to consider the human element inherent in every line of code they write. Research Anthology on Recent Trends, Tools, and Implications of Computer Programming is a vital reference source that examines the latest scholarly material on trends, techniques, and uses of various programming applications and examines the benefits and challenges of these computational developments. Highlighting a range of topics such as coding standards, software engineering, and computer systems development, this multi-volume book is ideally designed for programmers, computer scientists, software developers, analysts, security experts, IoT software programmers, computer and software engineers, students, professionals, and researchers. |
| crm implementation case study: Customer Relationship Management and the Social and Semantic Web Ricardo Colomo-Palacios, Joao Varajao, Pedro Soto-Acosta, 2012 This book provides an overview of the field of the Semantic Web, social Web and CRM by uniting various research studies from different subfields, exploring the opportunities and challenges confronting organizations using Web 2.0 and 3.0--Provided by publisher. |
| crm implementation case study: Information Systems for Small and Medium-sized Enterprises Jan Devos, Hendrik van Landeghem, Dirk Deschoolmeester, 2013-10-04 This book establishes and explores existing and emerging theories on Small and Medium-sized Enterprises (SMEs) and the adoption of IT/IS. It presents the latest empirical research findings in that area of IS research and explores new technologies and practices. The book is written for researchers and professionals working in the field of IS research or the research of SMEs. Moreover, the book will be a reference for researchers, professionals and students in management information systems science and related fields. |
| crm implementation case study: Research and Practical Issues of Enterprise Information Systems II Volume 2 Li Xu, Li D. Xu, A. Min Tjoa, Sohail S. Chaudhry, 2007-10-15 This volume presents work from the IFIP TC 8 WG 8.9 International Conference on the Research and Practical Issues of Enterprise Information Systems (CONFENIS 2007). Enterprise information systems (EIS) have become increasingly popular. EIS integrate and support business processes across functional boundaries in a supply chain environment. In recent years, more and more enterprises world-wide have adopted EIS such as Enterprise Resource Planning (ERP) for running their businesses. |
| crm implementation case study: eBook: Business Research Methods 5e Boris Blumberg, Claire MacRae, 2024-06-13 This book is a one stop guide to all your research methods needs. It is tailored specifically towards business and management courses, and central to this edition is the balanced coverage of qualitative and quantitative methods to clearly and concisely lead students through the research process, whatever their project may be. Now in its much anticipated fifth edition, Business Research Methods has been revised and updated to reflect all the latest trends in research methodology. The integration of statistical issues, as well as coverage of web-based surveys, qualitative interviews, big data, and content analysis of social media, aims to support the current student experience. A Running Case Study charts the progression of two student research projects - one qualitative and one quantitative - and shows how the content of each chapter can be used to develop their projects. Thought provoking questions are included to help students consider the issues and decisions involved, and how these might be applied to their own project. Deeper Insight into Research Methods boxes delve further into particular research issues, offering a detailed description to increase understanding of these areas, whilst Real Life examples put research methods into context, by showing how they have been applied in real world situations. New pedagogy features include: Research in Practice boxes provide an insight into situations and research decisions that students may encounter in real life projects. They contain hints, tips and sometimes questions to help think through a project. Theory Explained highlights key theories and demonstrates how these can be applied in practical research examples. Statistics in Action provides practical alternatives to qualitative research methods and gives examples of how statistical data can be presented, analyzed and interpreted to improve students data insights skills. The Online Learning Centre contains a vast amount of extra resources to support lecturers and student, including power points, instructor manuals, and a question bank. New to this edition are short case studies with teaching notes covering current topics and key theories, and worked examples and videos with associated questions for further practical exercises and real world examples. Boris F. Blumberg is Senior Lecturer and Executive Director of UMIO, the postgraduate unit at the Maastricht University School of Business and Economics, the Netherlands. Boris has supervised hundreds of dissertations and teaches courses in strategic management, entrepreneurship and innovation. His research focuses mainly on entrepreneurship, networks and methodology. Claire MacRae is Senior Lecturer in Public Policy at the Centre for Public Policy, University of Glasgow. Claire has taught courses on research methods for undergraduate, masters and Professional Doctorate students. Her research focuses mainly on policymaking, risk and resilience, and the impact of policy design and implementation on society. |
| crm implementation case study: Strategic Customer Relationship Management in the Age of Social Media Khanlari, Amir, 2015-07-16 In today's society, organizations are looking to optimize potential social interactions and increase familiarity with customers by developing relationships with various stakeholders through social media platforms. Strategic Customer Relationship Management in the Age of Social Media provides a variety of strategies, applications, tools, and techniques for corporate success in social media in a coherent and conceptual framework. In this book, upper-level students, interdisciplinary researchers, academicians, professionals, practitioners, scientists, executive managers, and consultants of marketing and CRM in profit and non-profit organizations will find the resources necessary to adopt and implement social CRM strategies within their organizations. This publication provides an advanced and categorized variety of strategies, applications, and tools for successful Customer Relationship Management including, but not limited to, social CRM strategies and technologies, creation and management of customers' networks, customer dynamics, social media analytics, customer intelligence, word of mouth advertising, customer value models, and social media channel management. |
| crm implementation case study: Advertising and Branding: Concepts, Methodologies, Tools, and Applications Management Association, Information Resources, 2017-01-06 Effective marketing techniques are a driving force behind the success or failure of a particular product or service. When utilized correctly, such methods increase competitive advantage and customer engagement. Advertising and Branding: Concepts, Methodologies, Tools, and Applications is a comprehensive reference source for the latest scholarly material on emerging technologies, techniques, strategies, and theories for the development of advertising and branding campaigns in the modern marketplace. Featuring extensive coverage across a range of topics, such as customer retention, brand identity, and global advertising, this innovative publication is ideally designed for professionals, researchers, academics, students, managers, and practitioners actively involved in the marketing industry. |
| crm implementation case study: Enterprise Information Systems and Implementing IT Infrastructures: Challenges and Issues Parthasarathy, S., 2010-03-31 This book aims at identifying potential research problems and issues in the EIS such as Enterprise Resource Planning (ERP), Supply Chain Management (SCM), and Customer Relationship Management (CRM)--Provided by publisher. |
| crm implementation case study: Customer Relationship Management Gerhard Raab, Riad A. Ajami, G. Jason Goddard, 2016-05-13 Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead. |
| crm implementation case study: Handbook of Research on Engineering Innovations and Technology Management in Organizations Gaur, Loveleen, Solanki, Arun, Jain, Vishal, Khazanchi, Deepak, 2020-04-17 As technology weaves itself more tightly into everyday life, socio-economic development has become intricately tied to these ever-evolving innovations. Technology management is now an integral element of sound business practices, and this revolution has opened up many opportunities for global communication. However, such swift change warrants greater research that can foresee and possibly prevent future complications within and between organizations. The Handbook of Research on Engineering Innovations and Technology Management in Organizations is a collection of innovative research that explores global concerns in the applications of technology to business and the explosive growth that resulted. Highlighting a wide range of topics such as cyber security, legal practice, and artificial intelligence, this book is ideally designed for engineers, manufacturers, technology managers, technology developers, IT specialists, productivity consultants, executives, lawyers, programmers, managers, policymakers, academicians, researchers, and students. |
什么是CRM系统？它的作用是什么？ - 知乎
所以，crm被认为是企业内部供应链的最前端，既客户、订单从无到有的过程，是向企业各个业务系统输送弹药的数据源。 具体从业务层面和管理层面来说下crm的优势： 1、 业务层面. 连接 …
How to find and enable missing Copilot button in Microsoft 365 …
Important: Copilot in Outlook only supports work or school accounts, and Microsoft accounts using outlook.com, hotmail.com, live.com, and msn.com email addresses at this time.
Microsoft Dynamics 365 On-Premises Cumulative Updates
Sep 1, 2020 · The following table lists the available cumulative updates for Microsoft Dynamics CRM 8.0. These cumulative update rollups include all the hotfixes that were released for …
Microsoft Dynamics CRM Online IP Address Ranges
Microsoft Dynamics CRM Online users may not be able to access their Microsoft Dynamics CRM Online environment or CRM outages may occur. Cause. If certain IP address ranges or …
How to use the PC Health Check app - Microsoft Support
How to open PC Health Check. In Windows, use Search on the taskbar to search for PC Health Check, then select it from the list of results.
OA、CRM、ERP之间的区别和联系是什么？ - 知乎
CRM最初由Gartner Group提出，比ERP略晚（这个也可以单独开个话题讨论）。CRM关注的是与客户的交往，如线索、商机、活动、服务等，加上一些客户、联系人、竞争对手、产品的基础 …
Deleting an email already sent - Microsoft Community
Jun 12, 2024 · Hello, I need to delete and email that has already been sent internally within our orginization.The email would also need to be deleted on the recipients end also.
MS Project trial version download - Microsoft Community
Apr 13, 2020 · Just wondering how can I download trial version of MS Project. I am studying Project Management and need to get familiar with MS Project. Please assist.
什么是SCRM？为什么企业要做SCRM？ - 知乎
本文将从SCRM与CRM的区别、SCRM的功能、好用的SCRM工具、SCRM四大最新趋势4个方面为大家带来解答。 做营销的人一定都听过CRM（Customer Relationship Management 客户关 …
Introduction to SharePoint workflow - Microsoft Support
Workflows help people to collaborate on documents and to manage project tasks by implementing business processes on documents and items in a SharePoint site.
什么是CRM系统？它的作用是什么？ - 知乎
所以，crm被认为是企业内部供应链的最前端，既客户、订单从无到有的过程，是向企业各个业务系统输送弹药的数据源。 具体从业务层面和管理层面来说下crm的优势： 1、 业务层面. 连接 …
How to find and enable missing Copilot button in Microsoft 365 apps
Important: Copilot in Outlook only supports work or school accounts, and Microsoft accounts using outlook.com, hotmail.com, live.com, and msn.com email addresses at this time.
Microsoft Dynamics 365 On-Premises Cumulative Updates
Sep 1, 2020 · The following table lists the available cumulative updates for Microsoft Dynamics CRM 8.0. These cumulative update rollups include all the hotfixes that were released for …
Microsoft Dynamics CRM Online IP Address Ranges
Microsoft Dynamics CRM Online users may not be able to access their Microsoft Dynamics CRM Online environment or CRM outages may occur. Cause. If certain IP address ranges or …
How to use the PC Health Check app - Microsoft Support
How to open PC Health Check. In Windows, use Search on the taskbar to search for PC Health Check, then select it from the list of results.
OA、CRM、ERP之间的区别和联系是什么？ - 知乎
CRM最初由Gartner Group提出，比ERP略晚（这个也可以单独开个话题讨论）。CRM关注的是与客户的交往，如线索、商机、活动、服务等，加上一些客户、联系人、竞争对手、产品的基础 …
Deleting an email already sent - Microsoft Community
Jun 12, 2024 · Hello, I need to delete and email that has already been sent internally within our orginization.The email would also need to be deleted on the recipients end also.
MS Project trial version download - Microsoft Community
Apr 13, 2020 · Just wondering how can I download trial version of MS Project. I am studying Project Management and need to get familiar with MS Project. Please assist.
什么是SCRM？为什么企业要做SCRM？ - 知乎
本文将从SCRM与CRM的区别、SCRM的功能、好用的SCRM工具、SCRM四大最新趋势4个方面为大家带来解答。 做营销的人一定都听过CRM（Customer Relationship Management 客户关 …
Introduction to SharePoint workflow - Microsoft Support
Workflows help people to collaborate on documents and to manage project tasks by implementing business processes on documents and items in a SharePoint site.
