CRM
53682425
Business analytics use in CRM: A nomological net from IT competence to CRM performance
Abstract Business analytics (BA) becomes increasingly important under rapidly changing business environment. A research challenge is that BA use is not fully understood. We tackle this challenge from the perspective of dynamic capability by using an empirical model with the emphasis on BA use in customer relationship management (CRM) Based on 170 samples from firm level survey, we analyze the nomological linkage from IT competence to CRM performance. The results show data management capability fully mediates between IT competence and BA use, while customer response capability partially mediates between BA use and CRM performance.
Int. J. Inf. Manag.
Dalwoo Nam Junyeong Lee Heeseok Lee
145034762
Bio CRM: A Data Model for Representing Biographical Data for Prosopographical Research
Biographies make a promising application case of Linked Data: they can be used, e.g. as a basis for Digital Humanities research in prosopography and as a key data and linking resource in semantic Cultural Heritage (CH) portals. In both use cases, a semantic data model for harmonizing and interlinking heterogeneous data from different sources is needed. This paper presents such a data model, Bio CRM, with the following key ideas: 1) The model is a domain specific extension of CIDOC CRM, making it applicable to not only biographical data but to other CH data, too. 2) The model makes a distinction between enduring unary roles of actors, their enduring binary relationships, and perduing events, where the participants can take different roles modeled as a role concept hierarchy. 3) The model can be used as a basis for semantic data validation and enrichment by reasoning. 4) The enriched data conforming to Bio CRM is targeted to be used by SPARQL queries in a flexible ways using a hierarchy of roles in which participants can be involved in events.
R Sluijter Paul Longley Arthur Eveline Wandl-Vogt
3071185
Social media technology usage and customer relationship performance: A capabilities based examination of social CRM
article i nfo This study examines how social media technology usage and customer centric management systems contribute to a firm level capability of social customer relationship management (CRM) Drawing from the literature in marketing, information systems, and strategic management, the first contribution of this study is the conceptu alization and measurement of social CRM capability. The second key contribution is the examination of how social CRM capability is influenced by both customer centric management systems and social media technolo gies. These two resources are found to have an interactive effect on the formation of a firm level capability that is shown to positively relate to customer relationship performance. The study analyzes data from 308 organizations using a structural equation modeling approach.
Kevin Trainor James 'Mick' Andzulis Adam Rapp Raj Agnihotri
8971664
Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House
CRM has traditionally referred to a company managing relationships with customers. The rise of social media, which has connected and empowered customers, challenges this fundamental raison d'etre. This paper examines how CRM needs to adapt to the rise of social media. The convergence of social media and CRM creates pitfalls and opportunities, which are explored. We organize this discussion around the new "social CRM house," and discuss how social media engagement affects the house's core areas (i.e. acquisition, retention, and termination) and supporting business areas (i.e. people, IT, performance evaluation, metrics and overall marketing strategy) Pitfalls discussed include the organization's lack of control over message diffusion, big and unstructured data sets, privacy, data security, the shortage of qualified manpower, measuring the ROI of social media marketing initiatives, strategies for managing employees, integrating customer touch points, and content marketing.
Edward C Malthouse Michael Haenlein Bernd Skiera Egbert Wege Xiaoquan Zhang
10963175
An Improved Variable On Time Control Strategy for a CRM Flyback PFC Converter
The traditional critical conduction mode (CRM) flyback PFC converter with constant on time control strategy usually suffers low power factor (PF) and high total harmonic distortion (THD) due to the nonsinusoidal input current waveform. In order to solve this problem, an improved variable on time control strategy for the CRM flyback PFC converter is proposed in this letter. A simple analog divider circuit consisting of an operational amplifier, two signal switches, and an RC filter is proposed to modulate the turn on time of the primary switch, and the PF and THD of the CRM flyback PFC converter can be evidently improved. The theoretical analysis is presented and the experiment results verify the advantages of the proposed control scheme.
IEEE Transactions on Power Electronics
Chen Zhao Junming Zhang Xinke Wu
205391975
Exploring the role of customer relationship management (CRM) systems in customer knowledge creation
This study explores how customer relationship management (CRM) systems support customer knowledge creation processes [48] including socialization, externalization, combination and internalization. CRM systems are categorized as collaborative, operational and analytical. An analysis of CRM applications in three organizations reveals that analytical systems strongly support the combination process. Collaborative systems provide the greatest support for externalization. Operational systems facilitate socialization with customers, while collaborative systems are used for socialization within an organization. Collaborative and analytical systems both support the internalization process by providing learning opportunities. Three way interactions among CRM systems, types of customer knowledge, and knowledge creation processes are explored.
Inf. Manag.
Farnoosh Khodakarami Yolande E Chan
206625129
Forecasting social CRM adoption in SMEs: A combined SEM neural network method
Abstract The growth of social media usage questions the old style idea of customer relationship management (CRM) Social CRM strategy is a novel version of CRM empowered by social media technology that offers a new way of managing relationships with customers effectively. This study aims to forecast the predictors of social CRM strategy adoption by small and medium enterprises (SMEs) The proposed model used in this study derived its theoretical support from IT/IS, marketing, and CRM literature. In the proposed Technology Organization Environment Process (TOEP) adoption model, several hypotheses are developed which examine the role of Technological factors, such as Cost of Adoption, Relative Advantages, Complexity, and Compatibility; Organizational factors, such as IT/IS knowledge of employee, and Top management support; Environmental factors such as Competitive Pressure, and Customer Pressure; and Process factors such as Information Capture, Information Use, and Information Sharing; all having a positive relationship with social CRM adoption. This research applied a following two staged SEM neural network method combining both structural equation modelling (SEM) and neural network analyses. The proposed hypothetical model is examined by using SEM on the collected data of SMEs in Kuala Lumpur, the central city of Malaysia. The SEM approach with a neural network method can be used to investigate the complicated relations involved in the adoption of social CRM. The study finds that compatibility, information capture, IT/IS knowledge of employee, top management support, information sharing, competitive pressure, cost, relative advantage, and customer pressure are the most important factors influencing social CRM adoption. Remarkably, the results of neural network analysis show that compatibility and information capture of social CRM are the most significant factors which affect SMEs' adoption of this form of customer relationship management. The outcomes of this research benefit executives decision making by identifying and ranking factors that enable them to discover how they can advance the usage of social CRM in their firms. Furthermore, the findings of this study can help the managers/owners of SMEs assign their resources, according to the ranking of social CRM adoption factors, when they are making plans to adopt social CRM. This study differs from previous studies as it proposes an innovative new approach to determine what influences the adoption of social CRM. By proposing the TOEP adoption model, additional information process factors advance the traditional TOE adoption model.
Comput. Hum. Behav.
Ali Ahani Nor Zairah Ab Rahim Mehrbakhsh Nilashi
32232334
High Frequency High Efficiency GaN Based Interleaved CRM Bidirectional Buck/Boost Converter with Inverse Coupled Inductor
This paper presents a high frequency high efficiency GaN device based interleaved critical current mode (CRM) bidirectional buck/boost converter with an inverse coupled inductor. The switching frequency is continually driven to megahertz range with GaN devices due to their small switching loss and driving loss, which greatly reduces the size of the passive components. The coupled inductor further reduces the core volume due to certain dc flux reductions. The equivalent inductance and the impact of the inverse coupled inductor on the CRM buck boost converter are analyzed in detail. The resonant period in CRM is less with an inverse coupled inductor than with a noncoupled inductor, which is beneficial for the high frequency operation. The soft switching range and the circulating energy are both improved using an inverse coupled inductor in CRM. Experimental results validate the theoretical analysis, and the coupled inductor prototype efficiency is 98.5% at 1 MHz, which is 0.3% higher than a prototype with a noncoupled inductor.
IEEE Transactions on Power Electronics
Xiucheng Huang Fred C Lee Qiang Li Weijing Du
2938681
A common rejection module (CRM) for acute rejection across multiple organs identifies novel therapeutics for organ transplantation
A set of 11 genes, termed the common rejection module, predicts acute graft rejection in solid organ transplant patients and may help to identify novel drug targets in transplantation.
The Journal of experimental medicine
Purvesh Khatri Silke Roedder Naoyuki Kimura Katrien de Vusser Alexander A Morgan Yongquan Gong Michael P Fischbein Robert C Robbins Maarten Naesens Atul Janardhan Butte Minnie M Sarwal
20724074
Digital based interleaving control for GaN based MHz CRM totem pole PFC
In this paper, the performance of different interleaving control methods for gallium nitride (GaN) devices based MHz critical conduction mode (CRM) totem pole power factor correction (PFC) circuit is compared. Both closed loop interleaving and open loop interleaving are good for low frequency CRM PFC; but for MHz very high frequency CRM PFC with microcontroller (MCU) implementation, open loop interleaving outperforms closed loop interleaving with small and non amplified phase error. After software optimization, the phase error of open loop interleaving is smaller than 3 degree at 1MHz, when the control is implemented by 60MHz low cost MCU. Significant ripple cancellation effect and differential mode (DM) filter size reduction is achieved with good interleaving. For a 1.2kW MHz totem pole PFC, the DM filter size is reduced to one quarter compared to the counterpart of a 100kHz PFC. Last but not least, the stability of open loop interleaving is also analyzed indicating that the MHz CRM totem pole PFC with voltage mode control, open loop interleaving, and turn on instant synchronization can maintain critical mode operation with better stability compared to low frequency CRM PFC.
2016 IEEE Applied Power Electronics Conference and Exposition (APEC)
Zhengyang Liu Zhengrong Huang Fred C Lee Qiang Li