Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of t...Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer services.The main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on here.Enhancing service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field.This article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology.Seventy individuals from the IT field were used to evaluate the proposed model.The proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.展开更多
By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience, companies have a greater ability today to establish nurture and sustain...By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience, companies have a greater ability today to establish nurture and sustain long-term customer relationships than ever before. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. Customer relationship management （CRM） has a significant potential to leverage an organization＇s performance, but it does not come without a clear sense of destination and typically without pain. For the research methodology we use the database of customers of a Romanian accounting services company Vulpoi ＆ Toader Management SRL, which is an important player in this market. The goal of our paper is to find out the link between knowledge management （KM） and CRM for this company and how these ＂innovations＂ contribute to increasing the value of the business.展开更多
With the advent of the knowledge economy and information age in the 21st century,the relationship between managers,the managed personnel,and customers has undergone tremendous changes.In order to meet the needs of the...With the advent of the knowledge economy and information age in the 21st century,the relationship between managers,the managed personnel,and customers has undergone tremendous changes.In order to meet the needs of the development of the times,the business management has gradually turned to the study of people,and humanistic management has become one of the important factors influencing the sustainable development of enterprises.This paper came up with people-oriented management approaches and countermeasures for enterprises from corporate culture,customer satisfaction and loyalty,balance sheet management,customer database establishment,and improvement of the rate of return of customer relationship assets.展开更多
Digital marketing is growing at a rapid rate.Nearly one in 10 Internet visits ends up at a social network;nearly one in four page views is on a social networking site,thus,making social networking a lucrative option f...Digital marketing is growing at a rapid rate.Nearly one in 10 Internet visits ends up at a social network;nearly one in four page views is on a social networking site,thus,making social networking a lucrative option for brand managers to market their brand and to create a brand identity.It is felt that people’s brand choices used to be heavily influenced by advertising.Today,this pattern is changing.Persons with access to computers,iPads,or smart phones now take time to reach the brands in a category,such as cars or TV,before making their final choice.Younger persons find it very easy to look up information about products on the Internet,ask their Facebook friends,attend to bloggers,and watch YouTube.Under this backdrop,this paper will address the various digital marketing strategies for effective customer relationship management.展开更多
The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of resea...The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of research uses explanatory research. The sampling method used a non-probability sampling, used purposive sampling technique that has become a customer for two years, used questionnaires to 100 respondents in Bandung bank customers. Measurement validity uses confirmatory factor analysis, while test reliability is calculated by Cronbach Alpha method. Analysis to test the hypothesis uses the path analysis. The findings illustrate a clear pattern of the dimensions of customer relationship marketing, satisfaction effect built, and several important findings including empirical verification mediating role overall customer satisfaction in the formation of loyalty attributes.展开更多
From the concept of the customer relationship, this article analyzes the current difticulties, and puts forward the value judg- ment and the optimal path of the customer relationship management in the domestic tourism...From the concept of the customer relationship, this article analyzes the current difticulties, and puts forward the value judg- ment and the optimal path of the customer relationship management in the domestic tourism projects. In order to make the discussion more concrete, this paper will take the ＂rural tourism projects in Phoenix City＂ as the object of study. Through the heterogeneity and coordina- tion, establish the value judgment, and the optimization measures under the reflection on the current situation can be constructed from four aspects.展开更多
Driven by the initiatives of data-driven intelligence empowerment,robots and artificial intelligence(AI)technology profoundly influence economic and social development.China is the world’s largest market for robot ad...Driven by the initiatives of data-driven intelligence empowerment,robots and artificial intelligence(AI)technology profoundly influence economic and social development.China is the world’s largest market for robot adoption.This makes the impact of its industrial robot use on supply chains an important and urgent issue to explore.This paper uses Chinese A-share manufacturing listed firms from 2011 to 2019 to investigate the impact of industrial robot adoption at the enterprise level on customer stability.The empirical results indicate that an increase in the scale of industrial robot adoption will significantly improve the stability of enterprise customers.Mechanism testing shows that industrial robot adoption mainly enhances customer stability through the“technological progress effect”and“risk governance effect.”Additionally,the heterogeneity analysis finds that the positive effect of industrial robot adoption on customer stability becomes more potent for firms that are capital-intensive,less digitally transformed,non-state-owned,and trading with younger customers.Finally,applying industrial robots is conducive to adding firm value by strengthening customer stability.This paper enriches the relevant literature on the empowerment of the digital economy and customer governance to some extent.The research also provides a reference for popularizing the adoption of AI technology in enterprises and promoting the high-quality development of supply chains.展开更多
The purpose of this research is to examine the impact of artificial intelligence(AI)on customer performance and identify the factors contributing to its effectiveness by employing a quantitative approach,specifically ...The purpose of this research is to examine the impact of artificial intelligence(AI)on customer performance and identify the factors contributing to its effectiveness by employing a quantitative approach,specifically the partial least squares method,to test the hypotheses and explore the relationships between various variables.The findings indicate that effective business practices and successful AI assimilation have a positive impact on customer performance.Additionally,the results of this study provide valuable insights for both academic and practical communities.This study highlights the importance of specific variables,such as organizational and customer agility,customer experience,customer relationship quality,and customer performance in AI assimilation.By exploring these variables,it contributes significantly to the academic,managerial,and social aspects of AI and its impact on customer performance.展开更多
Customer relationship management systems are gaining importance in today's business environment since customer satisfaction is crucial to the success of an enterprise, and especially so in e-business environment w...Customer relationship management systems are gaining importance in today's business environment since customer satisfaction is crucial to the success of an enterprise, and especially so in e-business environment where customers can find substitute suppliers quite easily. In CRM, the quality of customer information is very important, and the address information even more so. It is because the address information plays a major role for customer contact channel and for timely and effective marketing service. Furthermore, it gives the basic source of geographic information for the offline delivery, the terminal activity of the e-commerce. In this study, we analyze various standards and proposals for the address information, and propose data models for the management of the information focusing on address components, and proto-type systems for management and service.展开更多
The discipline of business intelligence addresses a broad range of functional activities from data mining and statistical analysis to predictive modeling and reporting, and customer intelligence is the actionable outp...The discipline of business intelligence addresses a broad range of functional activities from data mining and statistical analysis to predictive modeling and reporting, and customer intelligence is the actionable output from an intelligence eco-system. In order to focus enterprise's attention on their customers satisfaction in the customer relationship management and make CRM system run more efficiently, a new concept of customer intelligence engine(CIE) is proposed at first time in the paper, the architecture of CIE is structured, the trigger of CIE is defined and described, the CIE-based CRM eco-system is also discussed.展开更多
To address the current situation where many small enterprises lack efficient management of customer data, this paper proposes a design and implementation plan of a customer relationship management (CRM) system based o...To address the current situation where many small enterprises lack efficient management of customer data, this paper proposes a design and implementation plan of a customer relationship management (CRM) system based on email service. It aims to solve the problems of data dispersion, untimely update and information redundancy in customer management of small and medium-sized enterprises. The system includes four core functional modules: historical email analysis, lead pool management, customer management and email archiving. Through email mining and web crawler technology, the system can extract potential customer information from historical emails and enrich lead data;the lead pool management module supports lead information maintenance, status tracking and conversion of high-value leads;the customer management module realizes the maintenance and dynamic tracking of customer information;the email management module provides the archiving of emails and attachments and the structured storage of basic email information. The system provides automated and intelligent customer information management, improves the work efficiency of sales staff, and provides an efficient customer relationship management solution for enterprises.展开更多
The main targets set for economic growth in the World Bank＇s 1990 report is to provide a permanent and sustainable poverty eradication strategies on the development. Used for this purpose today, the most effective st...The main targets set for economic growth in the World Bank＇s 1990 report is to provide a permanent and sustainable poverty eradication strategies on the development. Used for this purpose today, the most effective strategy comes at the beginning of micro-credit system. Microcredit, in particular in the area of the individuals, and its opportunities to increase the credit to the users of the production process and ensure active participation in the society starting from the women＇s economic initiatives, but it cannot be considered as a micro-economic factors in the economy to facilitate an effective financial mechanism. Many studies in the literature have revealed that women＇s contribution to family income of households in poverty has created an important support. In addition, micro-credit system encourages women to create their own jobs, as the GNP （Gross National Product） of the countries contribution to increase employment opportunities. There are opinions arguing that, making use of the contact with communities in the potential female workforce satisfactory for women to create job opportunities to gain income is able to provide initial capital to the existing banking system, because in many countries＇ negative socio-cultural conditions, competing with men is much difficult. Micro-credit system, in the respect of changing countries socio-cultural and socio-economic structures is an important contribution. Microfinance occurred in recent years by rapid developments in Turkey since 2000, progress has been very professional. Our work in the field of micro-finance started operations in 2002, the Evaluation of Women＇s Work Association of Business Economics and the Grameen Bank realized Maya model adapted for Waste Prevention Foundation of Turkey should apply micro-finance. Micro-finance practices in the world and Turkey also compared practices. Turkey＇s application of micro-finance in banks＇ credit policies that support marketing activities related to marketing and sales strategies was examined by size. Also, emerging areas in Turkey, especially in the south-east region, the application of micro-finance loans contributed to the development of this geographical area were assessed. Studies of marketing and financial aspects of micro-finance were examined, the economic dimension of these practices by the country＇s social, cultural, political development has also been found to contribute significantly.展开更多
The use of voice to perform biometric authentication is an importanttechnological development,because it is a non-invasive identification methodand does not require special hardware,so it is less likely to arouse user...The use of voice to perform biometric authentication is an importanttechnological development,because it is a non-invasive identification methodand does not require special hardware,so it is less likely to arouse user disgust.This study tries to apply the voice recognition technology to the speech-driveninteractive voice response questionnaire system aiming to upgrade the traditionalspeech system to an intelligent voice response questionnaire network so that thenew device may offer enterprises more precise data for customer relationshipmanagement(CRM).The intelligence-type voice response gadget is becominga new mobile channel at the current time,with functions of the questionnaireto be built in for the convenience of collecting information on local preferencesthat can be used for localized promotion and publicity.Authors of this study propose a framework using voice recognition and intelligent analysis models to identify target customers through voice messages gathered in the voice response questionnaire system;that is,transforming the traditional speech system to anintelligent voice complex.The speaker recognition system discussed hereemploys volume as the acoustic feature in endpoint detection as the computationload is usually low in this method.To correct two types of errors found in the endpoint detection practice because of ambient noise,this study suggests ways toimprove the situation.First,to reach high accuracy,this study follows a dynamictime warping(DTW)based method to gain speaker identification.Second,it isdevoted to avoiding any errors in endpoint detection by filtering noise from voicesignals before getting recognition and deleting any test utterances that might negatively affect the results of recognition.It is hoped that by so doing the recognitionrate is improved.According to the experimental results,the method proposed inthis research has a high recognition rate,whether it is on personal-level or industrial-level computers,and can reach the practical application standard.Therefore,the voice management system in this research can be regarded as Virtual customerservice staff to use.展开更多
The research topic of this paper develops a case study approach that builds on the foundations of Yin＇s ＂linear model＂ and ＂the best practice＂ used in theoretical case studies at international research literature...The research topic of this paper develops a case study approach that builds on the foundations of Yin＇s ＂linear model＂ and ＂the best practice＂ used in theoretical case studies at international research literature. It discusses the case study method and its role and focusing on research questions like healthcare branding, research design, and methodic. Also presents the case study research theory for a research case study. The methods used in this paper are based on hypothesis of a generic hospital branding strategy for the Romanian Private Hospital and also may apply to the Romanian strategy of development of public healthcare entities and partnerships between public and private healthcare entities. An empirical test of the relationships among branding loyalty and awareness, customer satisfaction, trust and relationship commitment suggests that Romanian hospitals can be successful in creating an image and positive brand equity if they can manage their customer relationships well. This can be done through a coordinated strategy of management and marketing development of healthcare entities. The results highlight the dominance of case-study research in qualitative marketing healthcare and highlight the importance of customer relationships in the branding practice of healthcare marketing. It also shows that marketing managers can succeed in creating positive brand equity and image if they can manage relationships with their customers well.展开更多
Household medicine lease （HML） industry originated way back in the Edo period （17C-19C）, when it was promoted by the local fiefdom government to revitalize the economy. Accumulations of wealth, acquired thereafter...Household medicine lease （HML） industry originated way back in the Edo period （17C-19C）, when it was promoted by the local fiefdom government to revitalize the economy. Accumulations of wealth, acquired thereafter from everywhere outside the region, have culminated in the formation of the present-day industrial cluster in Toyama, the largest in the whole area facing the Sea of Japan. Today an adaptation of the quasi-CRM （customer relationship management） business model of the HML system has proved to be a success in Mongolia. This fact seems to offer the authors some clues for dealing with those problems that healthcare and medical services in Japan and elsewhere are riddled with. In this paper, focusing on the common critical success factors （CSFs） behind the success of the authors＇ prototype HML system and its recent successful application in Mongolia, the authors will analyze these factors from the perspective of CRM. The authors will then clarify the following： （1） the usefulness of the business model for ensuring primary healthcare for people in developing countries; （2） the usefulness in our ubiquitous network society of applying ICT to the HML system; （3） possible contributions that the use of the system can make toward improving the quality of our everyday healthcare and medical services in our prominently aging society; and the authors will also suggest （4） the importance of elevating ＂individual self-medication＂ to ＂community-based self-medication＂.展开更多
In the last years, most of the leader companies have advantages of their CRM （customer relationship management） systems in order to improve their market share. These companies implement CRM systems to get loyal cust...In the last years, most of the leader companies have advantages of their CRM （customer relationship management） systems in order to improve their market share. These companies implement CRM systems to get loyal customer portfolio and maintain the sustainability of it. While they are building CRM strategies, they try to catch business excellence results like valuable marketing opportunities, improve customer value and customer satisfaction. CRM gained prominence as a marketing sub-discipline in the 1990s, fueled by publications like The One to One Future and The Loyalty Effect. Some studies were especially powerful in highlighting the gap between the cost of acquiring customers and retaining them. The quest for competitive advantage and profitability triggered a rush to implement CRM programs in enterprises both large and small in all comers of the globe. Different kinds of studies show that there are some key components which play a critical role in gaining success for companies which use CRM applications. At this situation, these key components are named as critical success factors. Purpose of this study is to find out that how these critical success factors affect results which show company performance. On this direction, critical success factors are defined as independent variable and company performance is defined as dependent variable. A supportive model is suggested. In order to verify proposed model, hypotheses are developed and a survey is applied in automotive sales agents in Turkey. The study is completed with survey results.展开更多
This study discusses on the communication method followed by most of the brands called. “Electronic Word of Mouth” in a short form is called as eWOM in order to reach the customers effectively in a short span. Socia...This study discusses on the communication method followed by most of the brands called. “Electronic Word of Mouth” in a short form is called as eWOM in order to reach the customers effectively in a short span. Social media having become a new hybrid component of integrated marketing communication allows the brands to establish strong relationship with the customers. With the establishment of customer relationship online, the brands create a platform for the customers to discuss about the product features, quality, price and write a review about the product online. This research analyses about the social media and its impact in spreading the messages about the brands to the end customers and the impact of gender, age groups, income, designation and the demographic details of the customers in trusting the information that is spread through electronic media and the level at which the eWOM helps the customers to select the brand.展开更多
This work examines the role of social network sites as a tool used by companies to achieve marketing goals. As known from the main business literature, the social network represents one of the most important instrumen...This work examines the role of social network sites as a tool used by companies to achieve marketing goals. As known from the main business literature, the social network represents one of the most important instrument to improve the company fame by strengthening the affection of customers to the brand. For this reason, some companies use these tools to build relations and contacts with customers all over the world. The population of social networks users is made, for the most parts, of youngsters （people belonging to the 13-30 years old cluster）. In the last years, with the social web networking, social communication lost the exclusive social meaning and social network sites become strategic instruments for the construction of powerful relations that connect people with people and people with firms. This work is aimed at clarifying the genesis and the evolution of the relations between companies and potential customers, focusing on the tools used by the firm to achieve their marketing goals through social network sites （SNSs）. First of all, the work proposes the recognition of some studies about the origin of web social network and their links with marketing strategies. Secondly, it considers marketing goals achieved from any companies through social networking with a particular focus on advertising through web social networking.展开更多
The customer value, the key problem in customer relationship management （CRM）, was studied to construct a gap model for dual customer values. A basic description of customer values is given, and then the gaps betwee...The customer value, the key problem in customer relationship management （CRM）, was studied to construct a gap model for dual customer values. A basic description of customer values is given, and then the gaps between products and services in different periods for the customers and companies are analyzed based on the product or service life-cycle. The main factors that influence the perceived customer value were analyzed to define the ＂recognized value gap＂ and a gap model for the dual customer values was constructed to supply companies with a tool to analyze existing customer value gaps and improve customer relationship management.展开更多
文摘Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer services.The main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on here.Enhancing service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field.This article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology.Seventy individuals from the IT field were used to evaluate the proposed model.The proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.
文摘By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience, companies have a greater ability today to establish nurture and sustain long-term customer relationships than ever before. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. Customer relationship management （CRM） has a significant potential to leverage an organization＇s performance, but it does not come without a clear sense of destination and typically without pain. For the research methodology we use the database of customers of a Romanian accounting services company Vulpoi ＆ Toader Management SRL, which is an important player in this market. The goal of our paper is to find out the link between knowledge management （KM） and CRM for this company and how these ＂innovations＂ contribute to increasing the value of the business.
基金2019 Colleges and Universities Young Innovative Talent Introduction and Cultivation Project"Tourism Investment Risk and Management Innovation Team"Humanities and Social Sciences Project of Shandong Province in 2019"Research on Cooperation Model Innovation and Operation Mechanism of Shandong Sports Tourism Enterprises"(19-ZC-GL-02)2018 Special Project of Traditional Culture and Economic and Social Development"Research on the Integrated Development of Cultural Creative Industry and Tourism Industry in Tai'an City"(CZ201810116).
文摘With the advent of the knowledge economy and information age in the 21st century,the relationship between managers,the managed personnel,and customers has undergone tremendous changes.In order to meet the needs of the development of the times,the business management has gradually turned to the study of people,and humanistic management has become one of the important factors influencing the sustainable development of enterprises.This paper came up with people-oriented management approaches and countermeasures for enterprises from corporate culture,customer satisfaction and loyalty,balance sheet management,customer database establishment,and improvement of the rate of return of customer relationship assets.
文摘Digital marketing is growing at a rapid rate.Nearly one in 10 Internet visits ends up at a social network;nearly one in four page views is on a social networking site,thus,making social networking a lucrative option for brand managers to market their brand and to create a brand identity.It is felt that people’s brand choices used to be heavily influenced by advertising.Today,this pattern is changing.Persons with access to computers,iPads,or smart phones now take time to reach the brands in a category,such as cars or TV,before making their final choice.Younger persons find it very easy to look up information about products on the Internet,ask their Facebook friends,attend to bloggers,and watch YouTube.Under this backdrop,this paper will address the various digital marketing strategies for effective customer relationship management.
文摘The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of research uses explanatory research. The sampling method used a non-probability sampling, used purposive sampling technique that has become a customer for two years, used questionnaires to 100 respondents in Bandung bank customers. Measurement validity uses confirmatory factor analysis, while test reliability is calculated by Cronbach Alpha method. Analysis to test the hypothesis uses the path analysis. The findings illustrate a clear pattern of the dimensions of customer relationship marketing, satisfaction effect built, and several important findings including empirical verification mediating role overall customer satisfaction in the formation of loyalty attributes.
文摘From the concept of the customer relationship, this article analyzes the current difticulties, and puts forward the value judg- ment and the optimal path of the customer relationship management in the domestic tourism projects. In order to make the discussion more concrete, this paper will take the ＂rural tourism projects in Phoenix City＂ as the object of study. Through the heterogeneity and coordina- tion, establish the value judgment, and the optimization measures under the reflection on the current situation can be constructed from four aspects.
基金supported by the major project of the National Social Science Fund of China“Research on Promoting High-Quality Development of SMEs through Digital Transformation”(No.22&ZD148)the China Postdoctoral Science Foundation Project“Heterogeneity,Economic Consequences,and Governance Optimization of Financing Constraints Faced by‘Specialized,Refined,Distinctive,and Innovative’Enterprises in the Digital Economy”(No.2022M720515)the general project of Shandong Soft Science Program(No.2022RKY07014).
文摘Driven by the initiatives of data-driven intelligence empowerment,robots and artificial intelligence(AI)technology profoundly influence economic and social development.China is the world’s largest market for robot adoption.This makes the impact of its industrial robot use on supply chains an important and urgent issue to explore.This paper uses Chinese A-share manufacturing listed firms from 2011 to 2019 to investigate the impact of industrial robot adoption at the enterprise level on customer stability.The empirical results indicate that an increase in the scale of industrial robot adoption will significantly improve the stability of enterprise customers.Mechanism testing shows that industrial robot adoption mainly enhances customer stability through the“technological progress effect”and“risk governance effect.”Additionally,the heterogeneity analysis finds that the positive effect of industrial robot adoption on customer stability becomes more potent for firms that are capital-intensive,less digitally transformed,non-state-owned,and trading with younger customers.Finally,applying industrial robots is conducive to adding firm value by strengthening customer stability.This paper enriches the relevant literature on the empowerment of the digital economy and customer governance to some extent.The research also provides a reference for popularizing the adoption of AI technology in enterprises and promoting the high-quality development of supply chains.
文摘The purpose of this research is to examine the impact of artificial intelligence(AI)on customer performance and identify the factors contributing to its effectiveness by employing a quantitative approach,specifically the partial least squares method,to test the hypotheses and explore the relationships between various variables.The findings indicate that effective business practices and successful AI assimilation have a positive impact on customer performance.Additionally,the results of this study provide valuable insights for both academic and practical communities.This study highlights the importance of specific variables,such as organizational and customer agility,customer experience,customer relationship quality,and customer performance in AI assimilation.By exploring these variables,it contributes significantly to the academic,managerial,and social aspects of AI and its impact on customer performance.
文摘Customer relationship management systems are gaining importance in today's business environment since customer satisfaction is crucial to the success of an enterprise, and especially so in e-business environment where customers can find substitute suppliers quite easily. In CRM, the quality of customer information is very important, and the address information even more so. It is because the address information plays a major role for customer contact channel and for timely and effective marketing service. Furthermore, it gives the basic source of geographic information for the offline delivery, the terminal activity of the e-commerce. In this study, we analyze various standards and proposals for the address information, and propose data models for the management of the information focusing on address components, and proto-type systems for management and service.
基金Supported by the Special Scientific Research Fund for Doctoral Education Base of Higher School (20030614011)National Science Fund of Excellent Youth (79725002)
文摘The discipline of business intelligence addresses a broad range of functional activities from data mining and statistical analysis to predictive modeling and reporting, and customer intelligence is the actionable output from an intelligence eco-system. In order to focus enterprise's attention on their customers satisfaction in the customer relationship management and make CRM system run more efficiently, a new concept of customer intelligence engine(CIE) is proposed at first time in the paper, the architecture of CIE is structured, the trigger of CIE is defined and described, the CIE-based CRM eco-system is also discussed.
文摘To address the current situation where many small enterprises lack efficient management of customer data, this paper proposes a design and implementation plan of a customer relationship management (CRM) system based on email service. It aims to solve the problems of data dispersion, untimely update and information redundancy in customer management of small and medium-sized enterprises. The system includes four core functional modules: historical email analysis, lead pool management, customer management and email archiving. Through email mining and web crawler technology, the system can extract potential customer information from historical emails and enrich lead data;the lead pool management module supports lead information maintenance, status tracking and conversion of high-value leads;the customer management module realizes the maintenance and dynamic tracking of customer information;the email management module provides the archiving of emails and attachments and the structured storage of basic email information. The system provides automated and intelligent customer information management, improves the work efficiency of sales staff, and provides an efficient customer relationship management solution for enterprises.
文摘The main targets set for economic growth in the World Bank＇s 1990 report is to provide a permanent and sustainable poverty eradication strategies on the development. Used for this purpose today, the most effective strategy comes at the beginning of micro-credit system. Microcredit, in particular in the area of the individuals, and its opportunities to increase the credit to the users of the production process and ensure active participation in the society starting from the women＇s economic initiatives, but it cannot be considered as a micro-economic factors in the economy to facilitate an effective financial mechanism. Many studies in the literature have revealed that women＇s contribution to family income of households in poverty has created an important support. In addition, micro-credit system encourages women to create their own jobs, as the GNP （Gross National Product） of the countries contribution to increase employment opportunities. There are opinions arguing that, making use of the contact with communities in the potential female workforce satisfactory for women to create job opportunities to gain income is able to provide initial capital to the existing banking system, because in many countries＇ negative socio-cultural conditions, competing with men is much difficult. Micro-credit system, in the respect of changing countries socio-cultural and socio-economic structures is an important contribution. Microfinance occurred in recent years by rapid developments in Turkey since 2000, progress has been very professional. Our work in the field of micro-finance started operations in 2002, the Evaluation of Women＇s Work Association of Business Economics and the Grameen Bank realized Maya model adapted for Waste Prevention Foundation of Turkey should apply micro-finance. Micro-finance practices in the world and Turkey also compared practices. Turkey＇s application of micro-finance in banks＇ credit policies that support marketing activities related to marketing and sales strategies was examined by size. Also, emerging areas in Turkey, especially in the south-east region, the application of micro-finance loans contributed to the development of this geographical area were assessed. Studies of marketing and financial aspects of micro-finance were examined, the economic dimension of these practices by the country＇s social, cultural, political development has also been found to contribute significantly.
文摘The use of voice to perform biometric authentication is an importanttechnological development,because it is a non-invasive identification methodand does not require special hardware,so it is less likely to arouse user disgust.This study tries to apply the voice recognition technology to the speech-driveninteractive voice response questionnaire system aiming to upgrade the traditionalspeech system to an intelligent voice response questionnaire network so that thenew device may offer enterprises more precise data for customer relationshipmanagement(CRM).The intelligence-type voice response gadget is becominga new mobile channel at the current time,with functions of the questionnaireto be built in for the convenience of collecting information on local preferencesthat can be used for localized promotion and publicity.Authors of this study propose a framework using voice recognition and intelligent analysis models to identify target customers through voice messages gathered in the voice response questionnaire system;that is,transforming the traditional speech system to anintelligent voice complex.The speaker recognition system discussed hereemploys volume as the acoustic feature in endpoint detection as the computationload is usually low in this method.To correct two types of errors found in the endpoint detection practice because of ambient noise,this study suggests ways toimprove the situation.First,to reach high accuracy,this study follows a dynamictime warping(DTW)based method to gain speaker identification.Second,it isdevoted to avoiding any errors in endpoint detection by filtering noise from voicesignals before getting recognition and deleting any test utterances that might negatively affect the results of recognition.It is hoped that by so doing the recognitionrate is improved.According to the experimental results,the method proposed inthis research has a high recognition rate,whether it is on personal-level or industrial-level computers,and can reach the practical application standard.Therefore,the voice management system in this research can be regarded as Virtual customerservice staff to use.
文摘The research topic of this paper develops a case study approach that builds on the foundations of Yin＇s ＂linear model＂ and ＂the best practice＂ used in theoretical case studies at international research literature. It discusses the case study method and its role and focusing on research questions like healthcare branding, research design, and methodic. Also presents the case study research theory for a research case study. The methods used in this paper are based on hypothesis of a generic hospital branding strategy for the Romanian Private Hospital and also may apply to the Romanian strategy of development of public healthcare entities and partnerships between public and private healthcare entities. An empirical test of the relationships among branding loyalty and awareness, customer satisfaction, trust and relationship commitment suggests that Romanian hospitals can be successful in creating an image and positive brand equity if they can manage their customer relationships well. This can be done through a coordinated strategy of management and marketing development of healthcare entities. The results highlight the dominance of case-study research in qualitative marketing healthcare and highlight the importance of customer relationships in the branding practice of healthcare marketing. It also shows that marketing managers can succeed in creating positive brand equity and image if they can manage relationships with their customers well.
文摘Household medicine lease （HML） industry originated way back in the Edo period （17C-19C）, when it was promoted by the local fiefdom government to revitalize the economy. Accumulations of wealth, acquired thereafter from everywhere outside the region, have culminated in the formation of the present-day industrial cluster in Toyama, the largest in the whole area facing the Sea of Japan. Today an adaptation of the quasi-CRM （customer relationship management） business model of the HML system has proved to be a success in Mongolia. This fact seems to offer the authors some clues for dealing with those problems that healthcare and medical services in Japan and elsewhere are riddled with. In this paper, focusing on the common critical success factors （CSFs） behind the success of the authors＇ prototype HML system and its recent successful application in Mongolia, the authors will analyze these factors from the perspective of CRM. The authors will then clarify the following： （1） the usefulness of the business model for ensuring primary healthcare for people in developing countries; （2） the usefulness in our ubiquitous network society of applying ICT to the HML system; （3） possible contributions that the use of the system can make toward improving the quality of our everyday healthcare and medical services in our prominently aging society; and the authors will also suggest （4） the importance of elevating ＂individual self-medication＂ to ＂community-based self-medication＂.
文摘In the last years, most of the leader companies have advantages of their CRM （customer relationship management） systems in order to improve their market share. These companies implement CRM systems to get loyal customer portfolio and maintain the sustainability of it. While they are building CRM strategies, they try to catch business excellence results like valuable marketing opportunities, improve customer value and customer satisfaction. CRM gained prominence as a marketing sub-discipline in the 1990s, fueled by publications like The One to One Future and The Loyalty Effect. Some studies were especially powerful in highlighting the gap between the cost of acquiring customers and retaining them. The quest for competitive advantage and profitability triggered a rush to implement CRM programs in enterprises both large and small in all comers of the globe. Different kinds of studies show that there are some key components which play a critical role in gaining success for companies which use CRM applications. At this situation, these key components are named as critical success factors. Purpose of this study is to find out that how these critical success factors affect results which show company performance. On this direction, critical success factors are defined as independent variable and company performance is defined as dependent variable. A supportive model is suggested. In order to verify proposed model, hypotheses are developed and a survey is applied in automotive sales agents in Turkey. The study is completed with survey results.
文摘This study discusses on the communication method followed by most of the brands called. “Electronic Word of Mouth” in a short form is called as eWOM in order to reach the customers effectively in a short span. Social media having become a new hybrid component of integrated marketing communication allows the brands to establish strong relationship with the customers. With the establishment of customer relationship online, the brands create a platform for the customers to discuss about the product features, quality, price and write a review about the product online. This research analyses about the social media and its impact in spreading the messages about the brands to the end customers and the impact of gender, age groups, income, designation and the demographic details of the customers in trusting the information that is spread through electronic media and the level at which the eWOM helps the customers to select the brand.
文摘This work examines the role of social network sites as a tool used by companies to achieve marketing goals. As known from the main business literature, the social network represents one of the most important instrument to improve the company fame by strengthening the affection of customers to the brand. For this reason, some companies use these tools to build relations and contacts with customers all over the world. The population of social networks users is made, for the most parts, of youngsters （people belonging to the 13-30 years old cluster）. In the last years, with the social web networking, social communication lost the exclusive social meaning and social network sites become strategic instruments for the construction of powerful relations that connect people with people and people with firms. This work is aimed at clarifying the genesis and the evolution of the relations between companies and potential customers, focusing on the tools used by the firm to achieve their marketing goals through social network sites （SNSs）. First of all, the work proposes the recognition of some studies about the origin of web social network and their links with marketing strategies. Secondly, it considers marketing goals achieved from any companies through social networking with a particular focus on advertising through web social networking.
基金Supported by the National Excellent Youth Science Foundation of China (No. 79725002)the Specialized Research Fund for the Doctoral Program of Higher Education (No. 20030614011)the Key Science and Technology Project of the Ministry of Educa-tion of China (No. 105149)
文摘The customer value, the key problem in customer relationship management （CRM）, was studied to construct a gap model for dual customer values. A basic description of customer values is given, and then the gaps between products and services in different periods for the customers and companies are analyzed based on the product or service life-cycle. The main factors that influence the perceived customer value were analyzed to define the ＂recognized value gap＂ and a gap model for the dual customer values was constructed to supply companies with a tool to analyze existing customer value gaps and improve customer relationship management.
