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
More and more practice proves that focusing on customer needs is the key to business success.So studying on customer relationship management is very important for its implementation in enterprises.In recent years,data...More and more practice proves that focusing on customer needs is the key to business success.So studying on customer relationship management is very important for its implementation in enterprises.In recent years,data mining in customer relationship management(CRM) application has always been one of the hot spots.This paper shows the relevant methods of data mining application in CRM taking Telecom as an example.展开更多
The increase of fixed broadband penetration can increase a country’s economic growth.Indonesian fixed broadband usage density still lags far behind other countries.This condition becomes a great opportunity for opera...The increase of fixed broadband penetration can increase a country’s economic growth.Indonesian fixed broadband usage density still lags far behind other countries.This condition becomes a great opportunity for operators in marketing fixed broadband products.The different offers and services of each fixed broadband operator in Indonesia will have an impact on the ease of acquiring and maintaining customer loyalty levels.The unstable number of subscribers(unsubscribing/switch to other operator)is increasing year by year.This condition can be caused by customer value perceived by the customer that is inferior because the management of customer relationship management is less good.The method used is descriptive and explanatory.The unit of analysis is the last customer of four broadband operators in Indonesia.Time horizon is cross-sectional,where the research is conducted simultaneously.The survey data are collected from questionnaires to fixed broadband subscribers and through focus group discussions and interviews with managers related to the object study.Data are analyzed descriptively and quantitatively and this research uses quantitative research design using Structural Equation Modeling(SEM).The findings show that the effect of customer relationship management on customer loyalty through customer value is significant.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
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
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
Data mining is the powerful technique, which can be widely used for discovering the customers’ behaviors as well as customer’s preferences. As a result, it has been widely used in top level companies for evaluating ...Data mining is the powerful technique, which can be widely used for discovering the customers’ behaviors as well as customer’s preferences. As a result, it has been widely used in top level companies for evaluating their Customer Relationship Management (CRM) system today. In this study, a new K-means clustering method proposed to evaluate the cluster customers’ profitability in telecommunication industry in Sri Lanka. Furthermore, RFM model mainly used as an input variable for K-means clustering and distortion curve used to identify optimal number of initial clusters. Based on the results, telecommunication customers’ profitability in Sri Lanka mainly categorized into three levels.展开更多
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.
文摘More and more practice proves that focusing on customer needs is the key to business success.So studying on customer relationship management is very important for its implementation in enterprises.In recent years,data mining in customer relationship management(CRM) application has always been one of the hot spots.This paper shows the relevant methods of data mining application in CRM taking Telecom as an example.
文摘The increase of fixed broadband penetration can increase a country’s economic growth.Indonesian fixed broadband usage density still lags far behind other countries.This condition becomes a great opportunity for operators in marketing fixed broadband products.The different offers and services of each fixed broadband operator in Indonesia will have an impact on the ease of acquiring and maintaining customer loyalty levels.The unstable number of subscribers(unsubscribing/switch to other operator)is increasing year by year.This condition can be caused by customer value perceived by the customer that is inferior because the management of customer relationship management is less good.The method used is descriptive and explanatory.The unit of analysis is the last customer of four broadband operators in Indonesia.Time horizon is cross-sectional,where the research is conducted simultaneously.The survey data are collected from questionnaires to fixed broadband subscribers and through focus group discussions and interviews with managers related to the object study.Data are analyzed descriptively and quantitatively and this research uses quantitative research design using Structural Equation Modeling(SEM).The findings show that the effect of customer relationship management on customer loyalty through customer value is significant.
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.
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Data mining is the powerful technique, which can be widely used for discovering the customers’ behaviors as well as customer’s preferences. As a result, it has been widely used in top level companies for evaluating their Customer Relationship Management (CRM) system today. In this study, a new K-means clustering method proposed to evaluate the cluster customers’ profitability in telecommunication industry in Sri Lanka. Furthermore, RFM model mainly used as an input variable for K-means clustering and distortion curve used to identify optimal number of initial clusters. Based on the results, telecommunication customers’ profitability in Sri Lanka mainly categorized into three levels.
