International Journal of Global Optimization and Its Application
This paper reviews the literature of CRM definitions in order to highlight the impact and the con... more This paper reviews the literature of CRM definitions in order to highlight the impact and the confusion around definitions of CRM. It is emerging the new perspectives in Customer relationship Management. It addresses some issues in the literature review, which constitutes a significant difficulty in the CRM adopting process. The numerous CRM definitions, the advancement in technology and customer knowledge emerging new perspectives in CRM. Content Analysis is carried out to summarize the most features of CRM definitions in Marketing, Relationship Marketing, Management, and Information Systems within ten different classifications which shows the diverging aspects of CRM definitions. A voluminous literature review has been accumulated and categorized into ten categories. The CRM definitions and categories are reviewed and listed in chronological order in Appendix-A. The paper introduces several fresh perspectives for the diversity of CRM definitions and shows CRM as a comprehensive, i...
Pakistan Journal of Humanities and Social Sciences
This paper highlights the influence of knowledge on the customer relationship as the fourth core ... more This paper highlights the influence of knowledge on the customer relationship as the fourth core component of the CRM components which are technology, people and business processes. The fourth component emerges as a result of the advancement in technology, telecommunications, and the excess in customer information in the era of information. Moreover, this paper highlights the new fifth type of CRM namely “Showroom CRM”. Besides, the other CRM types are strategic CRM, Operational CRM, Analytical CRM and Collaborative CRM. The fifth type is a comprehensive business framework which includes the structure of the other types of CRM. Moreover, the researcher surveyed the web and listed a 250 CRM system packages and programs available in the software market. The summary and classification of the 250 CRM system is given in table (1) of appendix A of the study.
CRM Process is considered the main critical success factor of CRM systems implementations, so spe... more CRM Process is considered the main critical success factor of CRM systems implementations, so special care should be given for each and every process in the organization supply chain for goal achievements. This paper provides an extensive review of the etiquette regarding the CRM processes. This review aims to increase the understanding of the different perspectives, levels of CRM processes, and CRM process models. The CRM Process either macro process or micro process. On the macro level, we consider merging Knowledge Management (KM) with Customer Relationship Management (CRM) to have Customer knowledge Management (CKM) to reduce the risk of relationship failure and customer intelligence for the profitability of the organization supply chain. The knowledge management process starts with data collection, followed by intelligence generation and eventually, intelligence dissemination as an iterative process. On the other side the Micro-level process (Interaction Management) where its q...
International Journal of Supply Chain Management, 2019
Purpose: The purpose of this paper is to provide academics and practitioners theoretical, and con... more Purpose: The purpose of this paper is to provide academics and practitioners theoretical, and conceptual framework of the Iceberg Problem Solving Tool “IPST” as a generic problem-solving tool for an effective supply chain management process. This leverages Organizational learning, organizational culture and corporate knowledge in implementing changes. The “IPST” is the moderator between the supply chain business process re-engineering of the process changes and systems thinking approach for improvement. Design/Methodology/approach: A theoretical framework is developed from the systems thinking literature; linking integrated system thinking to firm supply chain sustainability. Theoretical versus practical integrated thinking approaches are applied to contrast the rigid management of sustainability with a model that focuses on relationships and broader indicators of societal supply chain business dynamic issues. Illustrations of the conceptualized framework are presented for discussio...
Pakistan Journal of Humanities and Social Sciences
This article is about the concept of CRM life style. It is an intellectual concept, where the res... more This article is about the concept of CRM life style. It is an intellectual concept, where the researcher analyses the abbreviation “CRM” by returning each letter to its origin to prove the hypothesis of the concept. Where the researcher proposes the CRM database structure for the CRM process as a customer life style, where it depends on the business workflow process and the specialty of each business, and where the database structure tried in our case study for an authorized automobile dealer in Riyadh, Saudi Arabia.
International Journal of Global Optimization and Its Application
This paper reviews the literature of CRM definitions in order to highlight the impact and the con... more This paper reviews the literature of CRM definitions in order to highlight the impact and the confusion around definitions of CRM. It is emerging the new perspectives in Customer relationship Management. It addresses some issues in the literature review, which constitutes a significant difficulty in the CRM adopting process. The numerous CRM definitions, the advancement in technology and customer knowledge emerging new perspectives in CRM. Content Analysis is carried out to summarize the most features of CRM definitions in Marketing, Relationship Marketing, Management, and Information Systems within ten different classifications which shows the diverging aspects of CRM definitions. A voluminous literature review has been accumulated and categorized into ten categories. The CRM definitions and categories are reviewed and listed in chronological order in Appendix-A. The paper introduces several fresh perspectives for the diversity of CRM definitions and shows CRM as a comprehensive, i...
Pakistan Journal of Humanities and Social Sciences
This paper highlights the influence of knowledge on the customer relationship as the fourth core ... more This paper highlights the influence of knowledge on the customer relationship as the fourth core component of the CRM components which are technology, people and business processes. The fourth component emerges as a result of the advancement in technology, telecommunications, and the excess in customer information in the era of information. Moreover, this paper highlights the new fifth type of CRM namely “Showroom CRM”. Besides, the other CRM types are strategic CRM, Operational CRM, Analytical CRM and Collaborative CRM. The fifth type is a comprehensive business framework which includes the structure of the other types of CRM. Moreover, the researcher surveyed the web and listed a 250 CRM system packages and programs available in the software market. The summary and classification of the 250 CRM system is given in table (1) of appendix A of the study.
CRM Process is considered the main critical success factor of CRM systems implementations, so spe... more CRM Process is considered the main critical success factor of CRM systems implementations, so special care should be given for each and every process in the organization supply chain for goal achievements. This paper provides an extensive review of the etiquette regarding the CRM processes. This review aims to increase the understanding of the different perspectives, levels of CRM processes, and CRM process models. The CRM Process either macro process or micro process. On the macro level, we consider merging Knowledge Management (KM) with Customer Relationship Management (CRM) to have Customer knowledge Management (CKM) to reduce the risk of relationship failure and customer intelligence for the profitability of the organization supply chain. The knowledge management process starts with data collection, followed by intelligence generation and eventually, intelligence dissemination as an iterative process. On the other side the Micro-level process (Interaction Management) where its q...
International Journal of Supply Chain Management, 2019
Purpose: The purpose of this paper is to provide academics and practitioners theoretical, and con... more Purpose: The purpose of this paper is to provide academics and practitioners theoretical, and conceptual framework of the Iceberg Problem Solving Tool “IPST” as a generic problem-solving tool for an effective supply chain management process. This leverages Organizational learning, organizational culture and corporate knowledge in implementing changes. The “IPST” is the moderator between the supply chain business process re-engineering of the process changes and systems thinking approach for improvement. Design/Methodology/approach: A theoretical framework is developed from the systems thinking literature; linking integrated system thinking to firm supply chain sustainability. Theoretical versus practical integrated thinking approaches are applied to contrast the rigid management of sustainability with a model that focuses on relationships and broader indicators of societal supply chain business dynamic issues. Illustrations of the conceptualized framework are presented for discussio...
Pakistan Journal of Humanities and Social Sciences
This article is about the concept of CRM life style. It is an intellectual concept, where the res... more This article is about the concept of CRM life style. It is an intellectual concept, where the researcher analyses the abbreviation “CRM” by returning each letter to its origin to prove the hypothesis of the concept. Where the researcher proposes the CRM database structure for the CRM process as a customer life style, where it depends on the business workflow process and the specialty of each business, and where the database structure tried in our case study for an authorized automobile dealer in Riyadh, Saudi Arabia.
Uploads
Papers by Hussein Al-Homery