Industrial distributors: Can they survive in the new economy?

As e-commerce evolves and gains power in the business-to-business (B2B) marketplace, what lies ahead for the industrial distributor? The fundamental issue from the distributor's point of view is how to compete more effectively and profitably, given the changing business environment of the new economy. This paper reviews the literature on the distributor's role and relationships and introduces a conceptual model of distributor viability. The model identifies sources of value that distributors offer to manufacturers and customers, including customer relationship management (CRM), production and operations management (POM), and knowledge management (KM). The paper explores the managerial implications of distributor relationships and sources of value. This provides the foundation for better understanding of the viability of industrial distributors in the new economy.     

Sales force technology usage—reasons, barriers, and support: An exploratory investigation

Increasingly, salespeople are being asked to adopt and use a variety of technologies to increase their selling productivity and efficiency, including sales force automation and customer relationship management technologies. However, little research has investigated what happens once sales force automation (SFA) technology is adopted. This paper explores the reasons why salespeople use SFA technologies, the perceived barriers to SFA usage and how management can increase the usage of SFA technology. First, a qualitative study was performed to gain insight about salespeople's automation technology usage and the reasons why some salespeople fully use or do not utilize technology. After the initial study, 130 salespeople were surveyed. More productivity/efficiency was the main reason why salespeople use technology, the lack of management and technical support proved to be the main barrier to usage, and training proved most effective in increasing usage of SFA technology. Sales managers are provided with implications of the findings.     

Success factors in a CRM strategy: technology is not all

Organisations today need to create, maintain and reinforce relationships with customers. Customer Relationship Management (CRM) seems to have helped firms to better understand their relationships. However, past studies have looked at technology and customer orientations (COs) as key factors. This paper aims to analyse the simultaneous effect of Market Orientation (MO) (rather than CO), Knowledge Management (KM) and other organisational factors in order to explain how to implement a successful CRM. Findings suggest that MO and KM may influence CRM success. Data also suggest that particular organisational factors such as employees, leadership and specific know-how may be key factors in determining the success of CRM. For efficiency resource management, this paper recommends to focus not as much in technology, but on programmes for selection, training and motivation of employees which may enhance CRM objectives. Companies may also pursue a higher customer value by putting in place and reinforcing KM schemes in specific know-hows about CRM.     

项目范围管理在CRM软件设计中应用

本文结合最新项目管理知识体系要求,对源海CRM软件项目的现状及存在问题等方面进行了具体分析,然后借鉴项目范围管理技术,对源海CRM软件项目进行了项目范围管理分析,包括收集需求、定义范围、创建WBS、核实范围、控制范围等。     

CRM在旅行社服务管理中的应用研究

服务不规范、质量无保证、信息技术低已成为阻碍中国旅行社业发展的主要问题,而客户关系管理（CRM）恰恰是解决这些问题的最有力手段。旅行社企业应该充分认识到实施CRM对企业发展的积极作用,提升企业CRM管理理念与企业文化,构建CRM组织体系与制度标准,明确CRM的具体内容,完善CRM系统设计,加强旅行社员工的培训与激励。     

关于客户关系管理系统的初步设计

介绍了系统的开发背景以及课题意义,并对系统进行了详细的可行性分析(包括对软件的开发工具SQL Server和ASP.NET工作原理的详细介绍)。按照软件的开发步骤,从管理系统的需求分析到总体设计到详细设计阐述了系统的功能实现过程。本企业管理系统是根据现这种现状设计的一个面向中小型企业的简单任务管理系统,主要实现对公司职员的任务管理。客户关系管理系统(CRM)是典型的管理信息系统,其主要开发包括后台数据库的建立和维护以及前端应用程序的开发两个方面。目前国内类似管理平台还尚不成熟,因此本项研究具有一定的创新性和实践意义。     

基于CRM的第三方物流企业信息情报体系

从第三方物流企业的管理本质出发,提出适应于CRM整合下的核心业务流程需要的信息情报体系,并阐述其形成基础和框架构成,针对其局限性提出相应解决措施。该体系经济适用,符合3PL企业实际业务发展以及提升核心竞争力的战略需要,可操作性强。     

CRM与6Sigma的一致性与差异性研究

CRM(客户关系管理)和6Sigma是两种十分重要的现代化管理方法.文章对CRM和6Sigma的一致性和差异性进行了研究,首在为两者的集成应用提供支持.     

论数据仓库技术在CRM中的意义及其应用

在客户资源越来越受重视的今天,客户关系管理（CRM）作为一种＂以客户为中心＂的营销理念,正被越来越多的企业所采用。而随着客户数据的不断扩充和膨胀,要求有一种更为有效的工具对这些数据进行采集和管理,这一有效手段就是数据仓库技术。文章论述了数据仓库的内涵及其对CRM的重要意义,并对如何运用数据仓库技术为CRM服务提出了一些看法和见解。     

浙江省块状经济区域网络化制造系统研究

在介绍浙江省块状经济现状的基础上,结合项目的调研,分析了制约目前浙江省块状经济发展的主要原因,提出了由用户层、应用服务层、系统服务层和系统基础层组成的区域网络化制造系统的总体体系结构,探讨了区域网络化制造系统的实施模式和商业摸索。