State-of-the-art social customer relationship management

The rise of social media challenges the traditional notion of customer relationship management (CRM) and has led to the emergence of social CRM. This study collected and content-analyzed recent literature along the intersection between social media and CRM, to present an overview of the social CRM research in tourism and hospitality. Findings indicate that most studies focus on the context of hotel and restaurant. These studies lack a solid theoretical underpinning and tend to adopt qualitative research methods. Five research themes are identified from supply-focused research, while two themes are observed from demand-focused research. Overall, uneven attention has been paid by researchers in the field, with more emphasis on supply than on demand sides. According to the findings of the literature review, a conceptual framework and a research agenda are presented. Theoretical and practical implications to the tourism and hospitality industry are also discussed.     

Adoption of Ubiquitous Customer Relationship Management (uCRM) in Enterprise: Leadership Support and Technological Competence as Moderators

Abstract

Ubiquitous Customer Relationship Management (uCRM) signifies the realization of special characteristics, including proactiveness, context awareness, and mobility. This uCRM helps to enhance promptness and timeliness of the traditional system, thereby creating an environment associated with a state of being everywhere in no time and covering any device and any network. uCRM provides high personalization of service. The uCRM system has opened a new area of satisfaction for customers. Context awareness computing, a uCRM characteristic, is presumed to have enhanced benefits for a firm adopting uCRM in India. In this context, this study has taken a holistic attempt to analyze how technological competence and leadership support can enhance the business performance of a firm adopting uCRM. With input from literature studies, a hypothesis and a conceptual model have been formulated. Statistically, those have been validated with survey work considering 165 usable respondents from 22 different firms situated in three metropolitan cities in India. Results show that the effect of technological competence and leadership support positively help a uCRM-dependent firm towards achieving better business benefits. The study ends with a comprehensive conclusion.     

Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain

Customer Relationship Management (CRM) can bring many benefits to the hotel business, though there are some associated challenges. Such challenges often bring a significant risk of failure, and these risks become more significant in budget hotels. This study considers the changes that have emerged in the last decade as regards customer expectations when staying in budget hotels. We use qualitative approaches to investigate the overlaps between customer expectations and managers’ perceptions of CRM applications. The findings reveal that regardless of all changes, value for money and core products continue to play a critical role in customers’ overall satisfaction with budget hotels.     

基于聚类分析的数据挖掘方法在CRM中的应用研究

客户关系管理是一项营销策略,透过选择和管理客户达到最大的长期价值。它按照客户细分情况有效地组织企业资源,培养以客户为中心的经营行为以及实施以客户为中心的业务流程,以此为手段来提高企业的获利能力、收入以及客户满意度。文章介绍了用挖掘理论对企业CRM进行效能分析,通过表属性的数据收集,用矩阵分析法和最大树法对表象数据进行聚类筛选,取得了较为满意的效果。     

奢侈品行业供应链的下游集成策略分析与应用

奢侈品行业的发展非常迅速,它的销售管理和其他行业相比有很大的不同。本文首先分析了奢侈品行业销售管理的特性,根据其特性,发现供应链下游集成策略对奢侈品的销售是非常有利的。文章接着分析了奢侈品行业供应链下游集成策略的内容和其优势,第三部分提出了该策略应用的具体方法,即建立相应的信息交流平台。     

数据挖掘技术在CRM中的应用

客户关系管理(CRM)是当前企业管理的热点问题,而数据挖掘技术则为有效进行客户信息的挖掘提供了重要的技术支持。介绍了数据挖掘技术在CRM中的应用,随着理论的不断发展,数据挖掘技术必然会带给CRM更加广泛的应用前景和市场价值,提高企业竞争力。     

基于CRM模型的企业客户信用管理模式的构建与推广

现代市场赊销的盛行日益促使客户信用管理成为企业增强竞争力、提高管理效率的必要武器。而企业现有客户信用管理模式存在部门之间的目标冲突、重事后轻事前、缺乏专门的信息管理系统等弊端,可通过采用CRM管理模式予以解决。其先进性在于以企业价值最大化为目标、以对客户事前的控制为重点、有专门的制度保障,该模式的推广存在多方面的现实可行性,但需要从理念培育、人员培训、评级公开、绩效考核等多方面着手构建该创新模式的保障条件。     

ERP与CRM、SCM的关系研究

随着21世纪计算机技术和网络技术的不断改进和发展,全球信息化技术也在不断地改进和完善。企业准对其工作软件环境ERP与CRM、SCM的要求也越来越严格,越来越信息化和现代化。我国现代化企业随着网络技术的不断革新,ERP与CRM、SCM的信息化建设在内部资源和外部资源的整合也越来越集中。     

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。     

基于CRM的第三方物流企业的客户保持战略研究

对于第三方物流企业而言,是否采取有效的客户保持战略决定着其能否在越来越激烈的市场竞争环境中立足。在客户关系管理的框架下,本文分析了第三方物流企业客户保持的意义及影响因素,提出了第三方物流企业客户保持战略。