Knowledge Management and Customer Relationship Management for Accounting Services Companies

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.

Challenges and Possibilities for the Household Medicine Lease （HML） System Viewed in Light of CRM： HML-Based Everyday Self-Medication in Ubiquitous Network Society

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＂.

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.

Design and development of analytical CRM based on OLAM technology

Some key technologies of actualizing customer relationship management(CRM)systems are researched.The customer analysis mining prototype systems on the basis of on-line analytical mining(OLAM)is designed.After transaction analysis,the data warehouse of CRM is constructed.The CLV/CL/CC customer division model based on customer lifetime value,customer loyalty and customer credit is emphatically researched.Three parameters of customer division—customer lifetime value,customer loyalty and customer credit—are calculated by corresponding algorithms,which can realize customer divisions effectively and improve the accuracy of distinguishing among customers.The data of product sales are analyzed by the sequence association rules algorithm,the potential rules of the products relevance are discovered,which can provide evidence for supporting decisions such as promotion strategies.The transaction data such as product sales volumes and order lists are analyzed on-line through multi-dimensional and multi-level up-drills,down-drills,and horizontal/longitudinal sections.The customer property factors are analyzed as well.The theory and practice of OLAM and its visualization are further explored.

Effect of CRM＇s Critical Success Factors on Company Performance

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.

Gap Model for Dual Customer Values

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.