The Impact of Information Technology on Service Quality,Satisfaction,and Customer Relationship Management(Case Study:IT Organization Individuals)

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.

Data Mining in Customer Relationship Management in companies

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.

Customer Relationship Management to Customer Value&Customer Loyalty of Fixed Broadband:Study Case on Fixed Broadband Company in Indonesia

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.

Study of Customer Relationship Asset Management from the People-oriented Perspective

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.

Digital Marketing Strategies for Effective Customer Relationship Management

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.

Management of Address Information to Improve Quality of Customer Contact

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.

Empirical Study on Improving Customer Satisfaction of Retail Pharmacies by Using Quality Control Circle

Objective To study the effect of quality control circle(QCC)activities on customer satisfaction of retail pharmacies so as to improve the level of customer management.Methods After choosing the theme of improving customer satisfaction research(CSR)in pharmacies,Gantt chart,questionnaire,fishbone diagram and other tools were applied in the“endeavor circle”to find out the factors affecting the theme.Then corresponding countermeasures were made and implemented to verify them in different stages.Meanwhile,the radar map and other technologies were used to compare the changes of CSR and circle members’growth before and after the activities.Results and Conclusion Sales clerk’s lack of drug knowledge,serious shortage of drugs,incapability of establishing a good relationship with customers and the lack of after-sales service were identified as the main factors.After implementing corresponding countermeasures,the target achievement rate was 116.12%,and the progress rate was 19.02%.Besides,customer satisfaction increased from 79.54%to 94.67%and the team growth value of circle members increased from 3.29 to 5.83,with significant tangible and intangible effects.QCC activities in retail pharmacies can not only standardize pharmaceutical service mode,but also improve the overall competence of sales clerks.The key factors and management methods for CSR improvement obtained from QCC activities will provide reference for the customer management of retail pharmacies.

Mining Profitability of Telecommunication Customers Using K-Means Clustering

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.

Research of CRM Based on Customer Intelligence Engine

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.

跨境电商背景下跨境物流服务质量对客户关系管理模式的影响因素研究

跨境电商环境下的物流服务质量目前存在四方面问题:一是高昂的物流运输成本;二是漫长的物流运输时间;三是退换货服务难兑现;四是政治、文化、海关的风险。这四个方面问题的出现,会导致跨境物流服务质量的下降,造成客户期望值与现实服务质量之间的差距,因此,物流服务质量成为影响跨境电商B2B企业客户经营决策的主要因素。文中用结构方程模型探究跨境电商物流服务质量中6个维度对B2B企业客户关系管理模式的影响,发展了适合用于度量跨境电商环境下跨境物流服务质量水平的量表;同时也明确了跨境电商环境下跨境物流服务质量与客户关系管理模式的作用机理。

铁路集装箱客户关系管理模式优化设计研究

随着货运市场竞争日益激烈,铁路对客户关系管理重视度不断提升,集装箱运输作为铁路货运重要的发展方向,迫切需要优化集装箱运输客户管理措施。通过分析集装箱运输客户关系管理现状,总结目前存在客户关系管理系统性不强、产品服务不够精细化、信息化手段有待提升等问题;借鉴相关物流企业客户关系管理及服务经验,研究建立集装箱客户管理评价体系,提供有针对性的多元化产品服务体系,建立基于客户管理信息平台的客户关系管理模式,提出强化客户关系管理机构设置、加强与95306平台信息融合、完善客户关系管理体系等措施建议,为铁路集装箱运输高质量发展提供支撑。

基于门店数字化的正餐顾客生命周期管理研究——以ES淮扬菜餐厅为例

为持续改善正餐企业与正餐业态会员的关系,并降低会员流失的风险,通过对顾客生命周期管理现状的分析,提出针对性的SaaS(软件即服务)解决方案和应用策略。以ES淮扬菜餐厅为例,验证SaaS应用在正餐顾客生命周期管理中的实际可行性。实证研究结果表明,基于门店数字化的正餐顾客生命周期管理能够显著降低正餐顾客的流失数量,促进餐厅单店业绩增长。因此,对于正餐企业来说,这种基于门店数字化的管理策略具有重要的实际应用价值和推广意义。

奢侈品供应链中的信息共享与协同管理研究

随着社会经济的发展,人们对于生活品质的追求日渐提高,对奢侈品的需求量也逐渐提升,有效的信息共享和协同管理对于提高奢侈品供应链的效率、降低生产经营成本、改善客户满意度和增强奢侈品供应链的整体市场竞争力至关重要。然而,奢侈品供应链信息共享和协同管理仍存在一定的问题。因此,本文通过深入分析奢侈品供应链的问题和不足,并提出切实可行的解决方案,可以有效提高奢侈品供应链的效率,从而实现奢侈品供应链的持续发展。

新形势下电力客户服务管理及满意度的提升策略

目前,电力行业已进入了一个全新的发展阶段,必须从多个方面进行改革,才能适应新形势下的发展需要。其中,提高客户服务管理水平是当前电力企业工作中面临的一个重要问题。基于此,文章主要探讨了在新形势下如何对电力客户服务进行管理及如何提高电力客户满意度。

基于大数据的电力营销技术应用

阐述大数据技术在电力营销中的客户关系管理、用电信息采集、智能抄表、电力负荷管理、分布式发电系统应用,探讨大数据技术在智能电网中的优势。通过对电力大数据的分析,发现大数据具有处理速度快、存储容量大、处理种类多的特点。