CRM

Titel Reklam i mobilen? En studie av förutsättningar för tidningsföretag att använda mobiltelefonen som marknadsföringskanal Författare Beata Jungselius Kurs MK1500-Examensarbete i Medie-och kommunikationsvetenskap Termin VT-09 Uppdragsgivare ...

The dugong conservation project in Cape San Agustin started about a year ago focused on community monitoring, visual sighting and photography of dugong. The results recorded active time of day dugongs were sighted, numbers, and activities as well death, stranding and recovery efforts. Dugongs were tracked across Cape San Agustin from Pujada. Associated information was gathered from the Samal-Talikud islands and Malita Bay in Davao Gulf about 100 kilometers away towards Celebes Sea. Sightings were also noted within the 100-kilometers between Baganga Bay and Hinatuan Bay towards the eastern Pacific seaboard since 2004. Sightings, strandings, deaths and recovery efforts were similarly reported in all these areas. These areas have a potential link with the southern Mindanao-Sulu-Celebes Sea area of dugong, marine mammals and endangered wildlife community.

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Discusses current CRM-related topics such as collaboration using social networks, mobile CRM (m-CRM), integration with ERP, etc. Supports text with numerous figures, tables, and exhibits to make presentation of concepts crisp and reader-friendly Includes variety of chapter-end exercises including objective type questions, concept review questions, critical thinking questions, and project assignments to test the understanding of the subject Provides chapter-end case studies to demonstrate challenges involved in CRM in real-life situations Key Features Customer Relationship Management (CRM) is a comprehensive textbook designed to meet the needs of postgraduate management students specializing in marketing. It explains the concepts and application of CRM through numerous examples, exhibits, and cases. The book is divided into four parts comprising twelve chapters. Part I on CRM Concepts and Processes introduces the subject and establishes the importance of understanding and collaborating with customers. Part II on Analytical CRM discusses database management, data mining, and analysis. Part III on CRM Operations discusses the methods to design loyalty programs and role of marketing channels in CRM. The final part (IV) on CRM: Technology, Implementation and Applications includes discussions, technological developments of CRM, need for its implementation in the services sector and its assessment. Besides students, the book with its application-oriented approach would also be useful to CRM professionals.

Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with customers. Customer relationship management is not only pure business but also ideate strong personal bonding within people. Development of this type of bonding drives the business to new levels of success.
Once this personal and emotional linkage is built, it is very easy for any organization to identify the actual needs of customer and help them to serve them in a better way. It is a belief that more the sophisticated strategies involved in implementing the customer relationship management, the more strong and fruitful is the business. Most of the organizations have dedicated world class tools for maintaining CRM systems into their workplace. Some of the efficient tools used in most of the renowned organization are BatchBook, Salesforce, Buzzstream, Sugar CRM etc.

Customer relationship management (CRM) represents the key business strategy that will determine successful enterprises in the 21st century. Gartner’s framework, the Eight Building Blocks of CRM, details the critical components of a successful CRM initiative.

Hampir setiap orang dapat dipastikan adalah seorang customer (pelanggan). Pelanggan apa saja yang menjadi bagian kebutuhan hidup terhadap barang maupun jasa. Sebagai pelanggan tentulah menginginkan perlakuan yang istimewa dari institusi yang mendistribusikan produk atau jasa yang dikonsumsi. Bermacam perlakuan istimewa dilakukan perusahaan agar pelanggan tidak berpaling bahkan menjadi setia. Paragraf berikut merupakan ilustrasi perlakuan istimewa perusahaan yang acap kali dilakukan. Suatu hari, seorang pelanggan asuransi pernah menerima email dari perusahaan asuransi yang diikutinya memberikan ucapan selamat ulang tahun beserta ungkapan doa dan harapan kebaikan terhadap si pelanggan tersebut. Atau, dirinya menerima sms dari penyedia jasa telepon selular yang berisikan ucapan selamat ulang tahun beserta bonus bicara enam puluh menit di hari kelahiran si pelanggan. Di lain waktu, katakanlah Budi, seorang pelanggan taksi menghubungi call center perusahaan taksi untuk pemesanan penggunaan taksi, lantas sesuai prosedur perusahaannya sang operator meminta nomor telepon selular si pelanggan, tidak lama berselang, operator dengan santun berkata, " Bapak Budi kita jemput di mana, Pak? " Ilustrasi di atas menggambarkan bagaimana perusahaan asuransi dan telepon seluler mengetahui dengan jelas tanggal kelahiran pelanggannya dan memberikan ucapan selamat ulang tahun bahkan memberikan hadiah tertentu. Begitu juga perusahaan taksi yang mengetahui dengan jelas siapa nama pelanggannya dengan menyebutkan nama pelanggan tersebut ketika berkomunikasi melalui telepon. Hal-hal semacam inilah yang telah diimplementasikan perusahaan-perusahaan penghasil barang ataupun jasa dalam memanjakan pelanggannya agar " tak pindah ke lain hati ". Perlakuan perusahaan tersebut dikenal dengan istilah Customer Relationship Management (CRM). Aktivitas CRM yang dilakukan perusahaan penghasil barang maupun jasa seperti diilustrasikan di atas tentulah memiliki dampak positif terhadap berlangsungnya perusahaan tersebut yaitu terbentuknya kesetiaan pelanggan. Lantas, bagaimana dengan perpustakaan? Customer Relationship Management (CRM) Pandangan tentang Customer Relationship Management (CRM) umumnya didefinisikan sebagai cara untuk mengidentifikasi, memperoleh, dan mempertahankan pelanggan. Swift

The study investigates the role of gender towards customer satisfaction in banking sector
from the customer relationship perspective. The data for the study has been collected from
the HDFC bank customers in Jammu and Kashmir. The results of the study indicate that
there is difference in the satisfaction across the gender. Male customers have high
expectations than female customers. The study concludes that the gender plays an important
role in the customer satisfaction in general and banking sector in particular. In this
perspective, the banks have been increasingly focussing on the customer satisfaction and
finding new ways of retaining customers.

This paper deals with long term loyalty programmes of selective grocery retailers who operate in the market within the Czech Republic. Only those loyalty programmes designed for the end customers are taken into account, so this study is concerned with the B2C area. A long term loyalty programmes last at least for one year, i.e. twelve months (this time determination is valid for purposes of this paper). The main aim of this paper is to identify the single elements and principles occurring in long term loyalty programmes and then to develop an illustrative model. The presented output is a model of long term loyalty programmes that captures the three following phases: the establishment, development (or building) and termination of the relationship.
In addition, from the empirical research, an interesting fact has emerged: two of the analysed long term loyalty programmes were launched at a similar time. This could be explained through the tendency for companies to copy the successful activities insigated by their competitors. Furthermore, the next remarkable phenomenon is that one grocery chain runs two long term loyalty programmes at the same time and the target groups of these programmes overlap. A possible explanation could be that the chain is making efforts to interest as many as possible of its different customers.

Methods for chlorophenols (CPs) determination (with low limits of detection) that can be applied to real environmental samples (waters, sediments, soils, biological tissues) and food are reviewed. Special emphasis is given to sampling, storage conditions and the application of preconcentration techniques for the determination of CPs using chromatographic methods. Solid phase extraction, solid phase microextraction, stir bar sorptive extraction, liquid phase microextraction, dispersive liquid-liquid microextraction, liquid-liquid-liquid microextraction and purge and trap methods are considered. Methods for microwave and ultrasonic extraction of CPs from solid matrices are also focused.

Customer relationship management (CRM) has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship.

Supply Chain Management; Purno Budi Antoro, Tugas Mata Kulaih Enterprise Information System.
Barang yang ada d etalase toko retail adalah hasil dari proses panjang dari bahan baku, produksi, dan distribusi. Banyak unsur yang terlibat sehingga membentuk sebuah rantai. Untuk mendapatkan keunggulan kompetitif dari suatu barang perlu manajemen yang handal. Dalam hal ini bisa dibuat sebuah system management yang disebut Supply Chain Management.

La idea consta de que en función de los años, los productos pueden variar, la forma en que son entregados a los clientes cambia, el personal que atiende a estos mismo pude rotar, las políticas de atención pueden verse corregidas, pero la única constante, con poca variabilidad a través de los años son los clientes, los cuales son los encargados de dar el sustento para que la empresa pueda seguir adelante.
Es por esto que se desea generar un marco conceptual de trabajo el cual permita a la empresa el poder manejar las relaciones con el cliente de manera efectiva y redituable, a través de estudios de los clientes, saber cómo tratarlos, que enfoque dar a cada uno y segmentarlos conforme intereses comunes con el fin de aplicar estrategias comerciales que permitan el poder tener acercamientos con ellos y ayudarlos a escalar en los niveles de experiencia con la compañía.

Customer Relationship Management (CRM) adalah sistem untuk mengelola interaksi perusahaan dengan pelanggan saat ini dan masa depan. Ini sering melibatkan penggunaan teknologi untuk mengatur, mengotomatisasi, dan menyinkronkan penjualan, pemasaran, layanan pelanggan, dan dukungan teknis. CRM dapat membantu mengurangi biaya dan meningkatkan keuntungan dengan mengatur dan mengotomatisasi proses bisnis yang memelihara kepuasan dan loyalitas konsumen.

Microsoft Dynamics CRM adalah paket perangkat lunak manajemen hubungan konsumen yang dikembangkan oleh Microsoft yang berfokus pada peningkatan hubungan pelanggan untuk organisasi apapun. produk ini berfokus terutama pada sektor Penjualan, Pemasaran, dan Layanan Pelanggan, meskipun Microsoft telah memasarkan Dynamics CRM sebagai platform XRM dan telah mendorong mitra untuk menggunakan kerangka kerja berpemilik (berbasis NET) untuk menyesuaikannya.

Havacılık mesleğinin vazgeçilmez bir konusu olan stres, insan fizyolojisi içinde insanların doğası gereği karşılaştığı zorluklar ya da bilinmezliklere verdiği bir davranış olarak bilinmektedir. Bu çalışmada stres, strese yol açan faktörler açıklanarak stresle mücadele hakkında izlenecek yollardan bahsedilmiştir.

Road traffic accidents have been a huge problem for many decades. Ongoing efforts aim at the development of systems that can help to minimize the number of fatal accidents by providing warnings to the driver. These systems are known
as Vision-Based Driver Assistance Systems. There have been many inventions since the 1980’s to make driver assistance systems more reliable. Many researchers contributed
their efforts to making such systems more accurate.

Driving under any conditions involves many risks on busy roads. Countless means have been proposed to reduce the risks and prevent accidents. One such approach is motion detection of nearby moving vehicles using different image analysis algorithms. Vision-based driver assistance systems are an amalgamation of technology, software programs, hardware, and GPS.
The number of vehicles on roads increases every year. Unfortunately, the numbers of accidents are also proportional to this increase. There have been many safety measures undertaken by the joint collaboration between researchers and the automotive industry to include vision-based systems and increase road safety.
Vehicle detection at night-time is more difficult than detection at day-time due to the limited availability of features and more challenging lighting conditions. When driving at night-time, vehicles approaching from the front are only visible by their
headlights.
This thesis presents a night-time vehicle detection system based on the processing of gray-level video. An automatic threshold step is introduced, which reduces noise caused by non-candidate objects (such as street lights, traffic lights, road sign boards and so forth). Regions of interest (RoI) are identified by training a classifier for this task. In the described experiments, RoIs are headlights of approaching vehicles
from the front. A large dataset has been used to train the classifier. The thesis proposes a specific technique to ensure time-efficiency when training the classifier.
Experiments evaluate a monocular vision system capable of detecting vehicles approaching from the front. The proposed system uses a Haar-like feature approach for night-time gray-level video sequences. The approach detects vehicles at nighttime by searching for headlights (i.e. the RoI) in recorded frames.
Experiments demonstrate the effectiveness of the proposed system.

Keywords: Vision-based driver assistance system, vehicle detection, monocular vision, Haar-like features, headlights, night-time vision.

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole
and individually in the context of stock broking services. A non probability convenient sampling approach has
been used in the study. Respondents have been restricted to those who have the experience of trading in stock
market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India
through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability
of the collected data were measured before testing of the research model. An exploratory factor analysis has
been conducted using principal components analysis to determine the dimensions of financial service quality.
A linear regression was performed to test the relationship between the service quality dimensions and
customer satisfaction. The findings suggest that service quality as a whole and individually have a significant
impact on customer satisfaction. The results of the study provide useful information for managers to improve
service quality which leads to customer satisfaction. The findings were solely on stock broking services from
Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required
in other stock broking markets, to improve generalisability using larger samples. Another potential area for
future research could be the link between service quality dimensions, customer satisfaction and customer
loyalty and customer retention at stock broking services. The study is important considering the economic
advantages of satisfying and retaining current customers as opposed to seeking for new customers which is
essential in stock broking services. The paper contributes to the literature on stock broking services in India.
Customer Satisfaction via
Service Quality Dimensions:
An Empirical Research on Stock
Broking Services: CS VIA SQD
Gyaneshwar Singh Kushwaha, Maulana Azad National Institute Of Technology (MANIT),
Bhopal, India
Shiv Ratan Agrawal, Maulana Azad National Institute Of Technology (MANIT), Bhopal, India
Keywords: Bhopal (MP), Customer Satisfaction, Service Quality, Stock Broking Services

As far as customers are the means of the existence of business organizations, customer relationship management is the exclusive weapon to win customers confidence and keep sustainable competitive advantage. CRM implementation in the hotel industry is an ongoing phenomenon as long as there is tough competition in the industry. The main objective of this research was to examine the influence of CRM on customer satisfaction. The research was focused on three and above three star rated hotels in Amhara Region, Ethiopia. The basic drive force of the researcher in this particular area was that the region has tremendous tourism destination in which hospitality business accompaniments required. Therefore, CRM issue and customer satisfaction in the hotel industry was an agenda for the researcher. Self-administered questionnaire in the form of 5 point Likert scale was the primary data collection instrument. 260 Hotel guests who stayed in the hotel, at least one night and more, during data collection had been selected at check-in time via stratified random sampling. Pearson correlation coefficient, ANOVA and multiple regression model were the inferential part of data analysis. SPSS version 23 was applied for data entry and presentation. All measures of CRM (people, technology, process and strategy) had positive relationship to customer satisfaction. People and strategy measures had positive and statistically significant contribution to customer satisfaction whereas technology and process measures had negative but statistically insignificant contribution. People element in these hotels was the best predictor of customer satisfaction.

Customer relationship management (CRM) and innovation are widely considered to be valuable
capabilities associated with competitive advantage. CRM is a comprehensive guideline and
process of management and data sharing with key customers to prompt supreme  values of
partnership and customers. Innovation is an important factor in setting successful mature firms
apart from their competitors. Innovation capability assessments are methods to evaluate the
innovation capability of enterprises, in particular, for the identification of their strengths, the
improvement of their potentials, and for a good basis for a sustainable improvement of the
innovation capability. The propose of this study is choosing the most effective dimensions of
CRM by using the hybrid approach of Decision Making Trial and Evaluation Laboratory
(DEMATEL) and Analytic Network Process (ANP). Thus, based on experiences of the industry
firm, we draw the causal relations among innovation capabilities using DEMATEL mathematical
model and determine their effects on each other. Then based on these causal relations, we choose
the most effective dimensions of CRM by using the ANP model. At the result, “long -term
cooperation” has the best score and can be said that it is the most effective dimensions and  And
then respectively followed by Customer relationship management technology -oriented, Customer
participation, information sharing and consultation on problems.

Customer relationship management (CRM) implementation projects reflect a growing conceptual shift from the traditional engineering view of projects. Such projects are complex and risky because they call for both organisational and technological changes. This requires effective project management across various phases of the implementation process. However, few empirical researches have dealt with these project management issues. The aim of this research is to investigate how a “project team” manages CRM implementation projects successfully, across the different phases of the implementation process. We conducted an in-depth case study of the “Firm-Clients Branch” of a large telecommunications company in France. The findings show that, to manage CRM implementation projects successfully, an integrated and balanced approach is required. This involves appropriate system selection, effective process re-engineering and further development of organizational structures. We highlight the need for a “technochange approach” to achieve successful organisational transition and effective CRM implementation. The study reveals that the project team plays a central role throughout the implementation phases. Furthermore the effectiveness of technochange depends on project team performance, technology efficiency and close coordination with stakeholders.

Kazanmak veya kaybetmek! Bütün mesele "Analitik Karar Mekanizmanızda...
Öncelikle AIMS’in uzmanlaştığı konunun veri analitiği olduğunu belirtmek isterim. 2000 yılından bu yana Bankacılık, Sigorta, Perakende, Enerji, Üretim, Telekom, Ulaşım, Kamu vb. farklı sektörlerde, farklı uygulama alanlarında, farklı iş ihtiyaçlarına yönelik birçok analitik proje gerçekleştirdik. Şirketlerin ve kurumların analitik kültürü şirketlerine mutlaka entegre etmeleri gerektiğine inanıyoruz. “360 Derece Analitik Vizyon” stratejisinin kuruluşların bilgi dönüşümü projelerinin bel kemiğini oluşturması için kuruluşları destekliyoruz. 
AIMS olarak gerçekleştirdiğimiz “360 Derece Analitik Dönüşüm Projeleri”’nde en önemli adım müşteriyi anlamak. Bu kapsamda “360 Derece Müşteri Analitiği” projeleri analitik dönüşüm projelerinin önemli bir parçasını oluşturuyor. Bu projelerde müşterinin mevcut değerini anlamak, müşterileri davranışlarına göre segmente etmek, müşterilerin potansiyel değerlerini öngörmek, ürün eğilim modellemesi, müşteri şikayet/talep modellemesi, müşteri kaybını öngörme, vb. kapsamlı analitik çalışmalar gerçekleştiriyoruz.  Analitik Dönüşüm projelerinde talep tahmini, sahtecilik ve finansal suçlar ile analitik mücadele, noktasal birimlerin analitik yönetimi gibi konular da önemli projeler. AIMS olarak “Dinamik Talep Tahmini”, “Analitik Sahtecilik Yönetimi”, “Nokta Bazlı Zeka” gibi uygulama çözümlerimiz ile bu ihtiyaçlara cevap vermekteyiz. On altı yıldır farklı sektörlerde gerçekleştirdiğimiz analitik projelerin deneyimi ile oluşturduğumuz uygulama çözümleri projelerdeki hızlı aksiyona dönüşüm, yatırım geri dönüşü (ROI) ve başarımızın garantisi.

The use of Crumb Rubber Modifiers (CRM) in flexible pavements to improve characteristics of asphalt binders has become a technique of great potential in recent years. In this regard an experimental program was undertaken to study the influence of CRM on the physical properties of asphalt binder. Asphalt cement modified with varying percentages of CRM, 0, 5, 10, 15, 20, and 30 percent were studied. Penetration, ductility, viscosity, softening point, flash and fire points, and specific gravity tests were performed on base and modified asphalts. The tests results show that addition of CRM to base asphalt has significant influence on its properties. Comparing the tests results, the viscosity, softening point, flash and fire points of the modified asphalts increased significantly, coupled with reduction in penetration and ductility as the CRM content increased. Addition of 15% CRM resulted in 200% and 15% increment in viscosity and softening point of base asphalt respectively, while the reduction in ductility and penetration were almost 75% and 25% respectively. It could be concluded that modification of asphalt binders by crumb rubber is successful and more beneficial technique.