E-CRM emerges from the Internet and web technology to facilitate the implementation of CRM; it focuses on Internet or web-based interaction between companies and their customers. In particular, E-CRM enables companies to provide appropriate services and products to satisfy the customers and enhance customer loyalty. Furthermore, E-CRM features are vital for managing customer relationships online. They are generally referred to as concrete website functionality or tools and they are required for customising, personalising and interacting with the customer. Without E-CRM features, CRM could not be realised on the Internet. In fact, in the literature, there appears to be an absence of theoretical models for E-CRM implementation in general, and E-CRM features in particular. Furthermore, there is a lack of studies focusing on identification of the importance and categorisation of E-CRM features within different stages of transaction cycle. Consequently, this dissertation attempts to fill the information gap based on empirical data derived from survey. The aim of this dissertation was to examine the relationship between E-CRM features and ELoyalty at the different stages of transaction cycle (pre-purchase, at-purchase, and postpurchase) on mobile phone companies websites in UK. The results from this study show that the use of E-CRM in building consumer relationships affects online consumer satisfaction and loyalty. The efficiency of E-CRM program determine the level of which online features, such as search capabilities, security/privacy, payment methods, and online customer support would be implemented on mobile companies’ websites. This research contributes to knowledge in several ways. Most importantly, it illustrates the roles of E-CRM features in enhancing online consumer loyalty at different stages of purchase cycle leading to long-term consumer relationships. In particular, this research highlights the critical features of E-CRM program, which mobile phone companies’ websites in UK should in vest in their consumer loyalty strategies.

Thesis (Ph.D.)--University of the Witwatersrand, Faculty of Commerce, Law and Management, Graduate School of Business Administration, 2013. / In recent years, emerging markets have become the main “engine of global (economic) growth” (Spence, 2011, p. 8) . Whilst the rapid diffusion of its banking and mobile telephony industries has been unprecedented and well documented in the literature (Bankole, Bankole, & Brown, 2011; Bick, Brown, & Abratt, 2004; Brahima, 2012; Kalba, 2008), the dearth of empirically based evidence on CRM implementation in emerging markets in general, and Nigeria and South Africa (SA) in particular, remains undisputed (Kumar, Sunder, & Ramaseshan, 2011; Sheth, 2011). Consequently, the problem this research addresses is the lack of adaptation of CRM strategies to the emerging market context and the lack of understanding of contingency factors that may inhibit or enable the effectiveness of CRM implementation in companies. To provide further insights into this issue, sixty six (66), one-on-one, semi-structured interviews were conducted with CRM strategy developers, implementers and those fulfilling both roles in four companies across the banking and mobile telephony sectors of Nigeria and South Africa. Secondary data were also collected and triangulated with the findings derived from the primary research to enhance the rigour of this research process; and most importantly, to strengthen the reliability and validity of the research findings. The collected data was recorded, transcribed and analysed using a contact summary form and MAXQDA analysis, a qualitative data analysis software package. The research findings illustrate that whilst some of the factors for CRM effectiveness in Nigeria and South Africa may be consistent with those in high income, industrialized markets, the peculiarities of Nigeria and South Africa require that companies adapt their CRM strategies to the local context. The contingency factors that can either impede on or enhance effective CRM implementation in these countries include (a) multichannel integration (particularly informal channel and social media), (b) operating structure, (c) training and staff recruitment v practices, (d) customer data storage and mining capabilities as well as (e) normative motives linked with the socio-cultural context of the country. The similarities and differences between Nigeria and South Africa are also highlighted in this study. The originality of this study lies in it clearly defining the peculiarities of CRM in emerging markets, thereby establishing that these markets are different from high income, industrialized markets. In addition, this study identifies the contingency factors that can enhance or impede on CRM success in these markets and puts forward a set of research propositions as well as a conceptual model for CRM implementation in emerging markets as a contribution to the body of knowledge. This CRM conceptual model can be tested in future research. Building on these findings, the study makes suggestions on how the strategy of CRM can be adapted to the emerging market context. It proposes that companies assess their CRM readiness through the application of a newly developed heat map that takes into consideration the company lifestage and its industry saturation level. This heat map is a useful tool for organisations to ascertain whether or not they are ready to embark upon the CRM programme, to better understand the required efforts needed to deliver on a successful CRM programme as well as the expected timelines for true benefits realisation. Moreover, another contribution of this research is the development of a CRM index, a composite index of 16 indicators that measures CRM success across three dimensions; namely organisational, institutional and customer data. Furthermore, the novelty of this research can also be found in the triangulation of theories such as the contingency, institutional, and Hofstede’s fifth national value dimensions of culture that focuses on a short vs. long-term orientation of cultures and companies, are integrated into a single study. vi This study has theoretical, managerial, conceptual, methodological and societal implications. Future research could include other geographies, industries, a longitudinal study and quantitative studies based on the testing of the proposed CRM conceptual model and index.

Relationsmarknadsföring har idag blivit en central del i många företags marknadsföring. Kort sammanfattat är relationsmarknadsföring ett marknadsföringssätt som fokuserar på att etablera och utveckla relationen till kunden. Eftersom en konsument idag, bland annat med hjälp av Internet, har tillgång till väldigt mycket information ökar medvetenheten och ger kunden en större möjlighet att välja var och av vem hon ska handla. De konventionella marknadsföringsmetoderna blir alltmer ineffektiva och företagen lägger istället mer energi på att skapa en relation till kunden som individ. Inom modebranschens detaljhandel syns detta tillvägagångssätt i form av kundklubbar, nyhetsutskick och den personliga interaktionen i butikerna. Samtidigt som mer kraft läggs på relationsbyggande åtgärder märks det ändå i underskningar att en stor andel är missnöjda med kundklubbar, nyhetsutskick och det personliga bemötandet, vilket leder fram till rapportens syfte: att undersöka konsumenternas uppfattning i detta.För att genomföra denna undersökning utformades en kvantitativ, standardiserad enkät som distribuerades via internet till män och kvinnor i åldern 18-30 år som var boende inom Borås med omnejd. Primärdata som undersökningen genererade jämfördes sedan med sekundärdata från studielitteratur, vetenskapliga artiklar, artiklar från olika tidskrifter, samt i viss mån uppsatser på minst C-nivå. Detta ledde fram till resultat som visade på att en majoritet av de svarande är kundklubbsmedlemmar samt får nyhetsutskick i någon form, att de främst är ute efter rabatter och snabba nyheter, men att de i viss mån är missnöjda med hur de får information från butikerna.Relationship marketing is today a vital part of most companies marketing. Shortly summarized, the relationship marketing is a way of marketing which focuses on establishing and developing relationships with the customers. As the consumers today, much thanks to the Internet, have access to a lot of information, it raises awareness and gives the customer a greater choice of where and by whom she should buy. Conventional marketing methods are increasingly ineffective and companies spend more energy to create a relationship with the customer as an individual. Within the fashion industry's retailing business, this approach is shown in the terms of customer clubs, newsletters and personal interaction in the stores. While more and more companies spends time and money in relationship-building measures, surveys are yet saying that a big part of the customers are dissatisfied with the customer clubs, newsletters, and the personal treatment, which leads us to the main purpose of this report: to investigate consumer attitudes in this matters.To conduct this study we designed a quantitative, standardized questionnaire that was distributed via the Internet to men and women aged 18-30 years who were living in Borås and the surrounding areas. Primary data that were generated by the survey were then compared with secondary data from the studyliterature, scientific papers, articles from various magazines, and to some essays of at least C-level. This led to results that showed that a majority of respondents are customer club members and receive newsletters in some kind of form, that they are primarily looking for discounts and fast news, but that they are dissatisfied with how they obtain information from stores. / Program: Butikschef, textil och mode

Brands are now more aware of the importance of implementing a mobile marketing strategy by employing a QR code campaign with the intent of enhancing brand awareness and strength the relationship with customers. Thus, an extensive research has been conducted on this subject with focus on the Swedish premium fashion market .The purpose of this research study is to analyze a new mobile marketing tool called Quick-response (QR) codes, and understand this phenomenon on the premiumfashion segment in Sweden, while relating at the same time with concepts such as customer relationship management and brand awareness. In this study a qualitative research method was chosen, by applying qualitative semi-structured interviews and qualitative content analysis.The research shows that there is a problem with customers' awareness regarding QR codes and its usage. Companies should also be educated for the importance of integrating a mobile marketing program within their marketing and communication strategy. Nonetheless, the study has shown that brands may increase brand awareness and drive CRM if all the requirements above stated are fulfilled, since all of the participants in this research acknowledge the relationship between a brand and its customers extremely important. / Program: Master in Fashion Management with specialisation in Fashion Marketing and Retailing

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. / Tesis

Made available in DSpace on 2014-06-12T17:38:36Z (GMT). No. of bitstreams: 2 arquivo4001_1.pdf: 1707662 bytes, checksum: 323a7d76ae2a2ab2b9f308fffae2e81f (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2008 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Inseridas num cenário altamente competitivo, as organizações primam pelo alcance de vantagem competitiva, embora para isto tenham que enfrentar desafios cada vez maiores. Nesse contexto, surge o Customer Relationship Management (CRM) como estratégia para sobrevivência e alcance de vantagem competitiva. Deve-se enfatizar, entretanto, a importância dos processos organizacionais, das tecnologias e das pessoas para o desenvolvimento desta estratégia, visto que eles compõem a empresa. Desse modo, esta pesquisa tem como objeto de estudo as práticas de CRM, apresentando como objetivo geral o desenvolvimento de um modelo de fidelização para clientes no setor de serviços de saúde. Este trabalho caracteriza-se como sendo uma pesquisa exploratória de abordagem qualitativa, utilizando a pesquisa bibliográfica como procedimento para alcance do objetivo geral. A partir da revisão bibliográfica foi desenvolvido um modelo capaz de contribuir para fidelização e a satisfação dos clientes de serviços de saúde. Para consecução do trabalho foi necessário estabelecer objetivos estratégicos para cada fase do modelo e incorporar ferramentas compatíveis com a proposta da pesquisa, tais como o SERVQUAL, o modelo de Kano, os Fatores Críticos de Sucesso, com a finalidade de auxiliar o processo de aplicação do Modelo Proposto. Este trabalho mostrou-se relevante uma vez que identifica junto aos clientes os atributos que para eles são mais importantes, além de guiar as empresas de serviços de saúde quantos aos rumos a serem seguidos

Práce systematicky prezentuje poznatky o hromadné kustomizaci. Zabývá se nejprve definicí termínu a obsahem pojmu. Následuje popis základních charakteristik hromadné kustomizace, strategie její aplikace, klíčové faktory úspěchu, problematika komplexity a především komunikace při hromadné kustomizaci výrobků. Hlavním cílem práce je prokázání vztahu mezi pomalým rozvojem hromadné kustomizace výrobků a současným stavem konfiguračních systémů. Práce za účelem naplnění hlavního cíle přináší analýzu konfiguračních systémů a prezentuje výsledky emipirického výzkumu padesáti českých konfigurátorů.

Diploma thesis focuses on the system for Customer Relationship Management and its full modernization. Its task is to build the project and resolve needed to upgrade the system in a particular company, including any impact on its operations and processes of the business and technology solutions.

Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The service director for the subject organization provided the data for the study via data extracts from the company's corporate database. Some branches were eliminated, leaving a total sample size of 178. The results of a multiple linear regression analysis showed that the proposed model could significantly predict branch revenue F (2,175) = 37.321, p < .001, R2 = .298. Both CRM use and customer satisfaction were statistically significant, with CRM use (beta = .488, p < .001) showing a higher contribution than customer satisfaction (beta = -.152, p = .021). This study provides evidence to business executives that CRM use has a strong positive influence on revenue. Additionally, this study supports the findings of other studies that show a point of diminishing returns in improved customer satisfaction. This study contributes to positive social change by allowing firms to make better decisions with their investment dollars and by increasing CRM utilization through cause-related marketing.

Titel ”Vi säljer upplevelser” - En studie om hur motorcykelbranschen kan stärka sitt erbjudande över hela året genom en omnikanalstrategi   Nyckelord    Omnikanalstrategi, säsongsförsäljning, upplevelseekonomi, motorcykelbransch, touchpoints, CEM, CRM   Forskningsfråga På vilka sätt kan motorcykelbranschen med säsongsbetonad försäljning använda sig av en omnikanalstrategi för att stärka sitt varumärke och skapa erbjudanden genom hela året?   Syfte Syftet med studien är att öka kunskapen om hur MC-branschen kan använda en omnikanalstrategi som hjälper motorcykelåterförsäljare att stärka sitt varumärke och öka försäljningen och sina erbjudanden under hela året oberoende av säsong.   Metod Studien har använt en kvalitativ forskningsstrategi med ett abduktivt angreppssätt. Studien bygger på relevant teori som skapat frågor till sju semistrukturerade intervjuer med representanter av ett kvoturval.   Slutsats För att motorcykel återförsäljare ska stärka sitt varumärke och skapa relevanta erbjudanden genom hela året bör en omnikanalstrategi implementeras. Inom denna strategi bör företaget prioritera kundbemötande och skapa upplevelser samt långsiktiga och lojala kundrelationer.  Synkronisera alla kanaler för en sömlös upplevelse, skapa en varrumärkesupplevelse och engagemang genom hela året med kreativa erbjudanden. Utforma servicelandskap både traditionellt och virtuellt som bidrar till varimärkesupplevelse, värdeskapande och gemenskap. / Abstract   Title “We sell experiences” - A study on how the motorcycle industry can strengthen its offering throughout the year through an omnichannel strategy   Keyword Omni-Channel Strategy, Seasonal Sales, Experience Economi, Motorcycle Industry, Touchpoints, CEM, CRM   Research Question In what ways can the motorcycle industry with seasonal sales use an omnichannel strategy to strengthen its brand and create offers throughout the year?   Purpose The purpose of the study is to increase knowledge of how the MC industry can use an omnichannel strategy that helps motorcycle dealers strengthen their brand and increase sales and offers throughout the year regardless of season.   Method The study has used a qualitative research strategy with an abductive approach. The study is based on relevant theory that created questions for seven semi-structured interviews with representatives of a quota selection.   Conclusion In order for motorcycle dealers to strengthen their brand and create relevant offers throughout the year, an omnichannel strategy should be implemented. In this strategy, the company should prioritize customer service and create experiences as well as long-term and loyal customer relationships. Synchronize all channels for a seamless experience, create a brand experience and commitment throughout the year with creative offerings. Design service landscapes both traditional and virtual that contribute to brand experience, value creation and community.