Bet kokiai įmonei klientų lojalumas yra gyvybiškai svarbus. Per pastaruosius du dešimtmečius, dėmesys ryšio su klientais valdymo sistemoms (angl. CRM- customer relationship management) labai išaugo. Tai galima interpretuoti kaip įmonių siekimą individualiai pažinti savo klientus. Pasikeitė ir marketingo orientyras. Vietoj orientuoto į transakcijas, jis patapo orientuotu į klientą, kadangi praktika parodė, jog tai yra optimalus ryšys su klientu. (Daug pigiau pardavinėti prekes esamiems klientams, nei naujiems, mažesni bendradarbiavimo kaštai) Būtent todėl klientų lojalumo sąvoka interpretuojama kaip viena svarbiausių koncepcijų šiuolaikiniame marketinge. Ryšio su klientais valdymo teorijose aprašoma daug kriterijų bei skaičiavimo metodų kliento lojalumui įvertinti. Egzistuojanti vadybinė taisyklė 55-15 teigia jog bandant klasifikuoti geriausius klientus, maždaug 55 % yra klasifikuojami klaidingai ir dėl to įmonė praranda investicijas (klientams neskiriamas attinkamas dėmesys: nuolaidos, ir t.t.) Pagrindinė tokio netikslaus klasifikavimo priežastis- besikeičianti verslo aplinka. Lojalūs klientai neišlieka tokiais visada. Remiantis CLV pokyčio analize ir Wouter Buckinx pasiūlytais kliento „norą pirkti“ apibūdinančiais rodikliais sudaryti 2 modeliai. Teoriškai šie modeliai yra veiksmingesni nei E.Ksevelonakiso pasiūlytas „CLV ir įmonės tikslinės strategijos sąveikos modelis“, kadangi laiku gavus informaciją apie potencialią kliento klasę (lojalus/nelojalus), įmonė gali nedelsiant... [toliau žr. visą tekstą] / The client loyalty is one of the most vital things to any company. During last two decades the attention to customer relationship management systems has increased significantly. There are many criterias and calculation methods described in customer relationship theories. The existing management rule 80-15 states that when trying to clasify best customers, almost 55% are misclassified and therefore organization losses its investments (there’s not enough attention being paid to the best customers). The main reason of such misclassification is continuous change in business environment and subjective customer loyalty definition. Loyal customers do not stay loyal all the time. Using scientific literature analysis there were selected most widely used methods, which help the company to identify it’s the most important customers. Additionally “wish to buy” indicators were selected, which describe the customer buying potential. Using selected methods and indexes, there is a preposition of a new classifying model, which helps to predict customer class using collected data during contribution period. Model was implemented by using neural network and tested using experiment. It predicted customer class using sales data and the results were as follow: it classified 141 customer from 154 customers in total, made a mistake in 13 cases while classifying loyal customers. When classifying disloyal customers, it made a mistake in 45 cases and classified 102 correctly of 147 in total... [to full text]

La tesis tiene por objetivo el desarrollo de un sistema de comercio electrónico basado en CRM y Balanced Scorecard, utilizando el lenguaje de programación .net para las aplicaciones de escritorio y php junto a html para la web, además del sistema gestor de base de datos MySQL, el software será implementado en una empresa comercial de localidad de Chiclayo y contemplara el área empresarial de la misma. Se analizará los costos de implementación en los que se incurrió, además de la velocidad procesamiento y análisis de la información en el sistema y en qué medida este ha cumplido con los requerimientos tecnológicos que tenía dicha empresa. El tema de tesis se justifica económicamente ya que se logrará una reducción en los gastos económicos de la empresa, se justifica científicamente debido a que este es un tema actual en el ámbito de la ciencias computacionales, así como también el ámbito empresarial, tecnológicamente es de gran importancia debido a que el sistema propuesto automatizará los principales procesos de negocios para reforzar la labor de los mismos, hecho que permitirá hacer eficiente el trabajo de la empresa objeto de estudio. Se hará uso de la metodología de desarrollo de software XP debido a que se considera es la adecuada, pues es un proyecto de desarrollo corto y por ende se debe optar por el uso de una metodología ágil. Se concluye, que la implementación de un sistema de comercio electrónico basado en CRM y BSC comprenden la integración de los diferentes sistemas empleados en la organización para registrar y analizar toda la información necesaria y así facilitar el proceso de toma de decisiones, además de servir como herramienta útil para suministrar con gran rapidez información precisa de diversas fuentes, al identificar problemas y oportunidades para que les permitan a la gerencia responder acertadamente a las necesidades en menor tiempo.

This study’s aim is to examine how companies integrate their multiple CRM channels to enhance the relationships with the customers. A qualitative method was used and the collection of data was conducted from eleven interviews. The interviews were semi-structured with open-ended questions. The theory is written in three main themes; customer relationship management, channels of communication and multichannel integration. Empirical findings and the analysis also follows these themes. The study is ending with conclusions. What is affecting companies channel selection depends on what message companies want to send, but also whether if it is existing or new potential customers’ that are targeted. The geographical factor also influences the channel selection. Channel decision further depends on the size of the companies, if it is business to business or business to consumer and what kind of product the company is selling. More complex products require more personal interactions. How to successfully implement a multichannel integration strongly depends on the quality of data, an organizational common interpretation of customer relationship management, integration of information from all departments and that the company has an easy, yet powerful system for the accessible data. This study helps to give an understanding of how the multichannel integration is done in a business to business company with complex products. The study can be applied on other companies using a multichannel integration. It can help managers to understand the importance of the multichannel integration, how to succeed and other important factors for a successful multichannel integration. It also contributes to an understanding of the critical factors of the multichannel integration.  A framework with an alternative model of multichannel integration is presented. The study also presented that the process of multichannel integration is of great importance and emphasized by a leading company in the field of customer relationship management. This study therefore has succeeded in giving an easy, more powerful and greater picture of the multichannel integration, which is an important determined factor for building customer relationships. A figure (figure 10) is provided for other companies to use that are business to business with complex products. This study is a case study with a qualitative research approach, the studied company is a business to business company with complex products. The study is made from the company’s perspective. Future research can be conducted by studying multichannel integration from the customers’ perspective instead of the company’s perspective. The study could have been conducted on more than one company to compare the results, or on a business to consumer company instead of a business to business company. Studies on multichannel integration can also be interesting regarding companies that are selling less complicated products. Finally, studies can be conducted regarding the “information overflow” from social media.

Ambulanssjukvården blir allt viktigare i den moderna akutsjukvården då avancerad akutsjukvård kan utföras i prehospital miljö. World Health Organization menar att bristande kommunikation är orsaken till upp emot 70 procent av alla händelseavvikelser. Kommunikation i teamet har stor betydelse för samarbetet kring den skadade/sjuka patienten. Syftet var att undersöka kommunikation hos ambulansteamet vid simulerade prehospitala patientfall under utbildning i Crew Resource Management (CRM). Urvalet bestod av tolv deltagare där samtliga arbetade inom ambulanssjukvård. Datainsamlingen skedde i samband med ett utbildningsprojekt i ett ambulansdistrikt i södra Sverige och bestod av 12 stycken filmer. Dessa analyserades med hjälp av kvalitativ innehållsanalys med deduktiv ansats. I resultatet framkom tre kategorier utifrån befintliga nyckelord i CRM, adressering, readback och teamsummering. Analysen visar att de flesta fallen blir strukturerade genom kroppsspråk, ögonkontakt, att tala högt, även vid ickeadressering, icke-readback eller icke-teamsummering. Icke-verbal kommunikation såsom kroppsspråk spelar stor roll vid kommunikation i teamet. Ytterligare forskning behövs inom området för att förstå vilka effekter kommunikationen har kopplat till patientsäkerhet i det akuta prehospitala patientomhändertagandet. / Ambulance services are becoming more important in modern emergency medical care as advanced emergency medical care can be carried out in the prehospital environment. According to World Health Organization poor communication causes as much as 70% of all healthcare errors. Communication in the team is of great importance for the teamwork when working with an injured/ill patient. The aim was to study communication in the ambulance team at simulated prehospital cases during an education in Crew Resource Management (CRM). The data selection consisted of twelve participants, all of whom worked in ambulance care. The data collection took place in connection with a training project in an ambulance district in southern Sweden and consisted of 12 films. These were analyzed by means of qualitative content analysis with deductive approach. The results presented three main categories based on existing keywords in CRM, addressing, readback, and team summary. The analysis show that most cases are structured through body language, eye contact, talking loudly, even at non-addressing, non-readback or non-teamsummering. Non-verbal communication like body language plays an important role in communication with the team. Further research is needed in this area to understand what effects the communication is linked to patient safety in the emergency pre-hospital patient care.

This diploma thesis deals with business processes of enterprise developing ERP solutions for importers and suppliers of consumer goods. Analysis of specific processes in Apprise Software enterprise is base for business process modelling with UML notation in CASE software tools of Enterprise Architect. Effectiveness of modelled processes are evaluated, optimizations and innovations are designed.

Este trabalho abordou a utilização do Customer Relationship Management (CRM), enquanto um conjunto de processos de negócios apoiados por sistemas de gestão informatizados. O estudo que culminou na proposição de uma nova metodologia para conduzir a adoção de estratégias de CRM em organizações foi realizado em duas etapas: (i) pesquisa e análise das metodologias existentes na literatura especializada; (ii) realização de dois estudos aplicados relacionados à implantação de CRM em empresas dos segmentos de telefonia e de tecnologia. O método proposto resultante desta análise constitui uma alternativa consistente e embasada para a condução de projetos que visem implantar soluções de CRM em organizações, contemplando os aspectos relacionados à estratégia, aos processos de negócio, à tecnologia e às pessoas envolvidas, através da gestão de mudança e avaliação, além de resultar em uma alternativa mais completa e abrangente à literatura existente e aos demais modelos, caracterizando um avanço importante para as empresas que buscam adotar estratégias de CRM. / This work dealt with the use of Customer Relationship Management (CRM), as a set of business processes supported by management information systems. The research that culminated with the proposal of a new methodology to lead the adoption of CRM strategies in business organizations was performed in two stages: (i) research and analysis of existing methodologies found in specialized literature; (ii) accomplishment of two case studies related to the adoption of CRM in technology and telephony companies. The proposed model resultant of this analysis constitutes a consistent and based alternative for the conduction of projects that aim to adopt CRM solutions in organizations, considering the aspects related to the strategy, business processes, technology and people involved, through the change management and evaluation, resulting in a more including and complete and alternative to existing literature and studied models, meaning an important advance for the organizations that are interested to adopt CRM strategies.

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The aim of this paper is to characterize software solution of CRM system BlueJet, product of the Compekon software company and evaluate its benefits for business companies which are using it. The next aim was to find out problems of these companies which were solved by using the system, conduct cost-benfit analysis in selected company and propose some recomendation for extending the profit of Compekon company.These objectives have been met.

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Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Ciência da Computação. / Made available in DSpace on 2012-10-20T12:54:58Z (GMT). No. of bitstreams: 1 242987.pdf: 446226 bytes, checksum: 17e8d683461945962caec7bf0fb3d694 (MD5) / Este trabalho apresenta a proposta de uma estratégia para a implantação de uma solução de Gerenciamento de Relacionamento com o Cliente (CRM) para empresas de telecomunicações. O foco principal da estratégia consiste na fidelização de clientes, como forma de alcançar um melhor relacionamento desses clientes que utilizam serviços de operadoras de telefonia fixa. O estudo apresenta aspectos do setor de telecomunicações, caracterizando as empresas que atuam na área de telefonia fixa, e identificando os procedimentos adotados atualmente no relacionamento com os clientes. A estratégia proposta considera que deverão ser adotados alguns procedimentos básicos que permitam identificar a existência de problemas nos processos de atendimento. Apresentam-se, ainda, os fundamentos teóricos relacionados com a filosofia de Gerência do Relacionamento com o Cliente (CRM), buscando-se adaptá-los para o setor de telecomunicações. A estratégia contempla a especificação dos procedimentos que devem ser adotados para um melhor aproveitamento dos recursos operacionais e funcionais dentro da infra-estrutura organizacional, bem como a identificação das tecnologias que poderão ser utilizadas como suporte para a implantação dessa solução.