Mobile Applications   Costs Banking  Customer Relationship Management
169296960
THE EFFECTS OF AGE FACTOR IN MOBILE CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER BUYING BEHAVIOUR
Mobile Customer Relationship Management (mCRM) is a philosophy and a strategy that focuses on building better customer, increases revenues and profitability, reduces costs and increases customer loyalty. This research intensifies on customer buying behaviour in Mobile Customer Relationship Management, which has become a new management concept in the world. In this study the application of mCRM of service sector in Turkey was investigated, specifically Gloria Jean's Coffees Turkey, the giant in coffee industry with around 1 million of mobile users, has been taken as a reference. This work focuses on customer buying behaviour and influences created by the customer's mobile application features and the applied promotional culture. In addition, the relationship between Gloria Jean's Coffees Turkey's mCRM analytical data and customer buying behaviour has been developed. The application of this study is also recommended in various sectors.
Alparslan Kaplan
212586299
Assessing the Quality of Applied Services in Mobile Customer Relationship Management: Case Study of Banking Informatics Corporations in Iran
Today's organizations need to promote profitability, reduce costs, increase market share, increase customers' satisfaction and other cases that cause to increase validity and create value and meet organizational strategy, while reducing risks and costs in order to gain values and innovation for the organization. In this research, we aim to measure customer's perspective from quality of provided services through mobile customer relation management. In this regards, we evaluate banking informatics corporations based on SERVQUAL model that use fivefold dimensions of quality of services. The goal of this research is to identify variables effective on customer relation management through mobile phone and its output variables and provide a model based on these variables. Hence, MCRM has been measured with effect of independent variables on outputs on study case of bank informatics organization (as a provider) and bank (as a customer) Questionnaires were used for data gathering from customers. The results showed that banks have found physical dimension and guarantee are closer to their expectations rather than other dimensions of quality, while dimension of accountability is far from their expectations. The correlation analysis between dimensions depicted that there was maximum correlation between dimensions of accountability and physical dimension, while there was minimum correlation between dimensions of empathy and capability of trusts. With respect to perceptions, there was maximum correlation between dimensions of guarantee and accountability, while minimum correlation was between accountability and trust capability. 1 Corresponding author's email: H_siadat@sbu.ac.ir International Journal of Management, Accounting and Economics Vol. 4, No. 4, April, 2017 ISSN 2383 2126 (Online) (c) Authors, All Rights Reserved www.ijmae.com 368
Seyed Hossein Siadat
169304796
Possible Applications of Industry 4.0 Based on Customer Relationship Management in Bakery
Production of bakery products went through a long and gradual transformation from individual, craft to modern industrial production. Today, the production of bakery products has been developed by mass high automated industrial production. Although production plants that find their economic justification mostly on the expenditure side of reduction of production costs and production processes, the modern business requires a change of the income side, where development of relations with consumers has more important role. Production of bakery products had all the features of mass production until recently. Due to the importance of bakery products in the nutrition of people, particularly in developed parts of the world, demand for bakery products could be considered as non elastic, since the price, quality and range of bakery products were basically irrelevant to the volume of demand for these products. However, at the end of the twentieth century the purchasing power of the population, as well as the level of information, knowledge and self awareness, significantly influenced the consumption of bakery products. The modern consumer changes the structure of food in the nutrition and he is no longer satisfied with a mass produced product, but requires a product that is "tailored" according to his needs. The manufacturing capabilities of modern, numerically controlled machines that make Industry 4.0, allow the production of "tailored" products according to the needs of individual consumers. Consequently, transformation and transition from mass to individualized bakery product production requires a scientific and systematic approach.
Branimir Dukic Robert Obraz Stojanka Dukic
199587383
Optimization of a Data Driven Customer Relationship Management System for Better Decsion Making
As financial markets have evolved and become more digital, the ways of marketing, communication and customer service have also adapted to the times. Customers expect a higher standard from all industries, financial services included. On top of being a nuisance to unsatisfied customers, poor customer service costs industries globally $338.5 billion in potential revenue losses per year. The industry with the highest losses is financial services, with about $44 billion lost per year (Genesys, 2009) Systems utilizing customer data for the purpose of improving business relationships with customers through better customer communication and service are called Customer Relationship Management (CRM) models (Chen a Popovic, 2003) Part of CRM operations is lead management. Lead management in particular is the set of methodologies, systems and practices with the aim of helping to better service existing clients (retention) or discovering and bringing in potentially new clients (acquisition) This project is performed with the goal of improving the lead management system in the private banking department of ING. More specifically, the goal is to improve the identification of the best leads weekly from the pool of all available leads to be sent out to customer contact teams. The methodology consists of the integration of machine learning algorithms into the lead management infrastructure for the purpose of scoring leads in order to improve the selection process, leading to improved customer communication as well as revenue potential. Additionally, more information was put into the decision making by considering the performance and preference of the customer contact teams. Due to the usage of data modelling, a review of relevant compliance measures with regards to GDPR was performed, with an additional measure of decision explainability being proposed for this project as well as all projects using machine learning algorithms.Three different algorithms were tested, with the best one selected based on performance being a random forest model. The model was tested against the existing lead selection method for 6 weeks, and showed considerable and consistent improvement in performance from the third week onwards (up to 16% The random forest was more flexible over the weeks and based on analysis of decision interpretability made on particular model decisions, benefitted largely from the inclusion of team performance. In fact, the team which was handling the lead proved to be the most important factor in the decision making of the model. Preference did not seem to have any particular impact on the performance of the leads and thus was omitted from the final model. Overall, based on the results of the testing, the use of machine learning algorithms was shown to significantly improve the performance of the lead management system, based on better lead selection and the consideration of team performance. For future research, it is suggested to implement machine learning techniques in the lead generation step (rather than after) in order to reduce the information restriction the algorithm faced in the case of this project.
Milad Khajehvajari
169596592
Practical utility of customer relationship management practices a discriminant function analysis
In the present day, organizations face with numerous challenges such as increased uncertainty, cutthroat competition, financial crises, technological advancement, labour turnover, etc. The banking sector is highly complex and competitive with little stability due to the entry of national and international financial institutions in the emerging economies. The outstanding customer relationship management in the new generation private banks can improve their ability to lure affluent prospects, elevate the banks' profitability, lower operation costs, and create greater customer loyalty. At this juncture, the present study is undertaken to study how the managers differ from staff of the banks in terms of their level of acceptance towards practical utility of customer relationship management practices of the new generation private banks in Puducherry. For collecting primary data from the customers, multi stage sampling technique was adopted. The primary data were collected from 66 employees with the help of schedule. The secondary data were collected from journals, magazines, government reports, books and unpublished dissertations. The results showed that 'attracts new customer' is the maximum discriminating variable (R2%=24.11% between managers and staff, followed by 'creates friendly environment' (12.53% 'growth in banking service' (9.36% and 'boosts customer confidence' (6.20% The contribution of all other items discriminating between managers and staff are less than 5% Keywords: Customer relationship management, Relationship marketing, Service performance, Service quality in banks, etc.
S Sharmila N Jamunarani
167486788
The Design and Implementation of Mobile Customer Relationship Management System
The customer relationship management system provides more rapid and satisfactory services to the users through the integration of resources for their customers. CRM attracts and keeps more customers and to make customer relationships more efficient, and to reduce business costs. Therefore, CRM has become the first choice of informationization for many enterprises. With the development of communication technology and mobile devices, the new demand of the enterprise is using the CRM anywhere anytime.This paper introduces the network structure, the system framewor, and the functional modules of the mobile customer relationship management system. And finally the implementation method has been given.
Xiao Xu
54977317
The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services
Electronic customer relationship management performance is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of electronic customer relationship management performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researcher to investigate usability and enjoyment as antecedents of electronic customer relationship management performance in mobile phone services industry. Four hundreds and eighty eight set of questionnaires have returned and analyzed. Two factors been tested to investigate the relationship with E CRM performance. The analysis shows that usability was positively significant towards E CRM performance. Enjoyment has failed to predict E CRM performance. Base on the results, it can be concluded that the mobile service provider has to ensure their services fully satisfied their customer usability. Somehow, future research must investigate other factors as the antecedent for E CRM performance. Other initiative is to consider a model testing in difference context of electronic service to see any generalization on the research result.
Samsudin Wahab Kamaruzaman Jusoff Khaled Khalaf Abed Mufleh Al Momani Nor Azila Mohd Ahmad Suffian Mohd Zahari
15947192
The Relationship between E Service Quality and Ease of Use On Customer Relationship Management (CRM) Performance: An Empirical Investigation In Jordan Mobile Phone Services
Electronic Customer relationship management performance CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of CRM performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researchers to investigate ease of use and e service quality as antecedents of electronic customer relationship management performance in mobile phone services industry. 488 questionnaires have returned and analyzed. Four factors been tested to investigate the relationship with CRM performance. The analysis shown that e service quality, and ease of use was positively significant towards CRM performance. This paper makes a theoretical and methodological contribution and suggestion for the managers in improving their CRM performance in mobile phone service industry.
Samsudin Wahab Kaled Al-Momani Nor Azila Mohd Noor
169478758
A Cram on Customer Relationship Management System of Hero Two Wheeler Vehicles
Customer Relationship care view and it's alter purchaser adherence is gaining increasingly treatment in suggest organization realm. Companies are specializing in hiring their staunch prospects in preference to gaining new. One such one vital point of interest is purchaser sincerity, whatever ought to be viewed as a "must" for vehicle makers assuming to contend. Unlike separate user products including over haunt reinstatement cycles, car buyers usually don't renew marketplace for a trio or quadruple lifetime or maybe longer. Some factual indicate offer entire costs fairly limited to pay a real purchaser than it does to have a new one, formulation devotion especially critical in times when corporate marketing budgets are scrutinized. The main aim of this paper to evaluate the impact of CRM benefits on purchasers' integrity and retention for the benefits of enterprise and patrons itself. The research was conducted through survey method and data was collected from vehicles owners. The results found out the numerous factors that fact result in the client devotion for motor car mobile was having confidence associated including on schedule duty transmission, Promptness in dealing with patch take, warmth aid, arranging restorations and obey its legal responsibility to purchasers.
K ShivakeshavaReddy
89605626
Mobile customer relationship management impact on the insurance industry
XIV Abstract Mobile technologies have evolved as new means for companies to interact and communicate with their customers. With more than ten billion mobile applications downloaded, they provide a broad basis for reaching clients in both developed and emerging markets. In 2009, first insurers have cautiously started to explore mobile applications as a channel to sell products, provide assistance services, and manage claims. However, practical knowledge on the status quo of using mobile applications in the insurance industry is scarce and academic contributions in the field of mobile customer relationship management remain partial. The work explores the state of the art in mobile insurance applications and demonstrates not yet explored benefits and downsides based on five research questions. Answers to the questions rendered results that provide insights on the current status of mobile customer relationship management in insurance and offer a basis for companies to take the right steps when developing and offering these applications. First, a repository of mobile applications and functionalities is built to help insurers compare their own development efforts and ideas with the best practices on the market. The preferences of the customers are assessed to provide insights on the features that are demanded by their clients. The results show that most insurers follow a short term strategy which results in a lacking integration of products and processes. The applications are hardly integrated with the corporate IT and mostly support assistance and claims processes for motor insurance. Second, the usage behavior is explored since companies assess the utilization of the applications rarely. While the findings state that the continued use of the applications dilutes quickly, they also prove that the services are reused due to positive experience. Third, mobile assistance services are investigated to understand how they contribute to generating positive word of mouth and strengthening the insurer's brand. Empirical results reveal that clients with trust in the company and the service show a high affinity to engage in word of mouth communication. Fourth, a mobile car navigation application is considered to explain how the purchasing decision can be influenced. The evidence found suggests that revenue can be generated by extending insurance offerings with mobile applications. Finally, the possibility to reduce costs of distributing insurance in emerging markets with a mobile sales assistant application is explored. The feasibility of the approach is demonstrated by developing a process model and testing it in a field study. The work closes with guidelines for insurers and implications for mobile customer relationship management and discloses demand for future research.Mobile technologies have evolved as new means for companies to interact and communicate with their customers. With more than ten billion mobile applications downloaded, they provide a broad basis for reaching clients in both developed and emerging markets. In 2009, first insurers have cautiously started to explore mobile applications as a channel to sell products, provide assistance services, and manage claims. However, practical knowledge on the status quo of using mobile applications in the insurance industry is scarce and academic contributions in the field of mobile customer relationship management remain partial. The work explores the state of the art in mobile insurance applications and demonstrates not yet explored benefits and downsides based on five research questions. Answers to the questions rendered results that provide insights on the current status of mobile customer relationship management in insurance and offer a basis for companies to take the right steps when developing and offering these applications. First, a repository of mobile applications and functionalities is built to help insurers compare their own development efforts and ideas with the best practices on the market. The preferences of the customers are assessed to provide insights on the features that are demanded by their clients. The results show that most insurers follow a short term strategy which results in a lacking integration of products and processes. The applications are hardly integrated with the corporate IT and mostly support assistance and claims processes for motor insurance. Second, the usage behavior is explored since companies assess the utilization of the applications rarely. While the findings state that the continued use of the applications dilutes quickly, they also prove that the services are reused due to positive experience. Third, mobile assistance services are investigated to understand how they contribute to generating positive word of mouth and strengthening the insurer's brand. Empirical results reveal that clients with trust in the company and the service show a high affinity to engage in word of mouth communication. Fourth, a mobile car navigation application is considered to explain how the purchasing decision can be influenced. The evidence found suggests that revenue can be generated by extending insurance offerings with mobile applications. Finally, the possibility to reduce costs of distributing insurance in emerging markets with a mobile sales assistant application is explored. The feasibility of the approach is demonstrated by developing a process model and testing it in a field study. The work closes with guidelines for insurers and implications for mobile customer relationship management and discloses demand for future research.