Many banks invest heavily in customer relationship management (CRM) system implementation and expect to increase their profitability. However, the failure rates of CRM projects are significant. The purpose of this multiple case study was to explore the strategies implemented by CRM managers in the banking industry to achieve CRM system effectiveness. CRM implementers from 1 medium and 2 large banks in Minnesota who successfully implemented CRM systems were selected. Data were collected primarily from participant interviews, websites, and social media pages. Bertalanffy's general systems theory was the underlying conceptual framework for this study. Data triangulation and member checking were used to ensure the quality of the data collected. The data were analyzed with Yin's 5-step data analysis technique. Five themes were identified: organizational focus, autocratic top management, technical capability, user-driven development, and the implementation team. Current and future CRM managers can apply these findings in establishing strategies to improve the effectiveness of their CRM. Successful CRM systems in banks may lead to increased profitability which enables both the banks and their customers to support social innovations such as fair trade, hospice care, and improved financial services to local small businesses.

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In 2010 the United Arab Emirates (UAE) government set out to improve customer service by adopting the Customer Relationship Management (CRM) system that was used mainly in private sector. There was a concern about implementing the one size fits all CRM. Therefore, public managers needed to understand the various public sector relationship types and to consider a relational, emotional and behavioral approach to the public-government relationship rather than the technical business management approach. The research here identifies some key distinctive typologies and key contextual relationship factors to better design a management approach that suits each typology. Some key relationship components are stakeholders, services, government role, service concept and relationship exchange. Reviewing the literature from the relationship lens, many studies have focused on understanding the components of a public-government relationship. The gap in the literature highlights the need for CRM models for the government sector functions, identifying the various contextual factors of the relationship, and a need to cater to the behavioral and emotional aspect of the relationship. The seven public-government relationship typology framework emerged from meta-synthesis of the literature review. The study uses UAE Federal government CRM, specifically the Ministry of Health and Prevention (MOHAP). Grounded theory methodology was used to explore the seven public-government factors. Twenty-four qualitative interviews were conducted. The examined relationships include: entrepreneurial, public beneficiary, social beneficiary, organizer, protector, arbitrator, and supporter. The findings aid practitioners in designing the public-government relationship management approach that suits the nature of each relationship and its context. Theoretically, the relationship is the new lens for improving customer service in the public sector and the private sector. This emphasizes that the one size fits all CRM approach needs to be changed to more of a human and personalized approach to managing relationship typologies that are altered based upon context, influential components, and key factors. Some of the key factors influencing the relationships are communication, awareness, knowledge, emotional handling, engagement, relational approach, trust, and relationship value chain. This study provides good evidence for the need for further exploration of the contextual angle of relationships in the private sector in similar relationship typologies. / Ph. D. / Customer Relationship Management (CRM) is the methods, practices, and technology that organizations use in managing customers interactions to build customer trust and satisfaction. The United Arab Emirates (UAE) is an example of a government that decided in 2010 to apply CRM to help improve its public-customer relationships. In applying this approach public managers had to learn about the different types of relationships and best practices when approaching these relationships. This understanding will dictate how they can effectively utilize a CRM system to understand what works best for their customers and where there is room for improvement. Here the question became how the government can adapt a system that traditionally relies on a technical business management approach. In this study, literature was reviewed that addressed the approach to adapting CRM to the private sector and it was found that the answer lies in the use of a relational, emotional, and behavioral approach would enable a favorable adaption. During this research seven public-government relationship types emerged by collecting all the information, breaking it down and identifying the common components, or meta-synthesis. When evaluating the UAE Ministry of Health and Prevention (MOHAP) served as the specific public entity for evaluation. A grounded theory method was used which entails the gathering of information that would enable the understanding of the data found. To capture the data twenty-four (24) interviews were conducted. Emerging relationships included entrepreneur, public beneficiary (such as health awareness campaign), social beneficiary (such as education), market organizer, protector, arbitrator, and supporter. Some of key identified relationship factors are communication, awareness, knowledge, emotional handling, engagement, relational approach, trust, and relationship value chain. With the finding of seven types of relationships that the government encounters when interacting with its clients to improve this interaction, a public CRM system must consider that the one size fits all CRM approach needs to be changed to more of a human and personalized approach. This will allow an effective means for managing the different relationship typologies that are altered based on context, relationship influential components, and key factors.

This research is mainly discussing the relationship under the present industry division of labor tendency; subcontractor executes ability and builds the factory, and how these connections influence the quality of work, time limit for the work project. How to utilize and manage the subcontractors to complete the project effective, this subject is at present domestic builds the company to have to consummate pondered and planned. At the same time, because the most of subcontractor which the specialized technology and the financial ability are insufficient, the contract works out the penal regulations regarding to build the factory whether really has the safeguard. This research will discuss how to maximum the profit of industry and subcontractors via subcontract management, moreover, to compare with case study will get more practical plan and strategy. This research conclusion summary as follows shows. 1. Subcontractor choices: Based on long production period and the time limit, to prevent significant loss, ¡§Time¡¨ is one of important key factor to select subcontractors. To prevent many possibly the project question, which must pay great attention to following several points when chooses the specialized subcontractors: (1) the qualified specialty subcontractors which been certify by investigated; (2) whether has the passing cooperation experience, when the project once starts, no matter any factor, if the temporary desire replaces subcontractors, not only facing the people issue and also must undertake the extra cost disbursement; (3)inquires the same business recommendation specialty of subcontractors experience a same nature same rank. 2. Subcontract management: (1) the contract execution, most importantly the V routine work surveillance, therefore in the contract management, must involve the subcontractor management; (2) besides, maintain a fair cooperation relations, and implement the project by the positive cause, so first, the project can have completing which the quality and also safeguards.

With the change of market focus from product-orientation to customer-orientation, more and more companies realize the importance of customer relationship management (CRM). Internet and emerging information technology have further made CRM easier than before to implement. In the meantime, most stockbrokers start operating electronic transactions through the Internet. Electronic stockbrokers can change traditional business operation models from focusing exclusively on few significant customers to taking care of every individual valuable customer with the latest technology developed. The purpose of this thesis is to study the relevance between CRM strategic positions and associated CRM applications based on two cases: a nationwide e-stockbroker and a regional e-stockbroker. Their strategic positions toward the CRM trend are investigated by making use of the value compass proposed by Wayland and Cole. Their CRM applications are then measured by performance indices introduced by Körner et al. Several hypotheses are proposed under careful analysis on these two cases. It shows that e-brokers¡¦ strategic positions toward CRM have impact on their CRM applications. In details, different positions on customer portfolio management will result in different levels of communication contents, added value for the customer, customer profiling, and privacy policy. Positions on value proposition design will shape the value added by relevant information and customer profiling. Confidence levels, however, may be affected by factors other than strategic positions on the value compass. Finally, the implementation of CRM will also cause changes of business organization and business culture.

A Study of Customer Relationship Management for Telecommunication ¡iABSTRACT¡j Facing the free-market of telecommunication in Taiwan, there are three new comers of private telecommunication company with the previously existent public old big oneChung Hwa Telecommunication Company that all are engaging in this competition broadband fixed network and data, mobile telecom. market. Therefore, It has been the right direction for them to run the right way of business that they have to consolidate or to get the profitable important customers and to promote the sustaining competitive advantage. Up to now, lots of enterprise business management method still only focus on the process-oriented and product-oriented management, even though they had product function and process control optimized well done, but if the service or product what they have provided doesn¡¦t satisfy the customer¡¦s demand and cause to loss a lot of consumers or to increase churn rate, then it will gradually decrease their competition advantage and it also cannot achieve their business goal. Recently, all of successful enterprises lay emphases on customer oriented relationship management, so that they can understand sufficiently their customer wants and response their customer needs or questions quickly in order to create the customer values and to emphasize the customer satisfaction and loyalty, for that they can retain the valuable old customers and discover the new resource of customer to acquire the new customers and to accumulate the super occupy rate of customer, and then how to increase shortly the benefits of customer and improve their sustainable competitive advantage, after that it could promote enterprise productivity. In the first instant, my study makes inquiry into some reference documents of the general customer relationship management (CRM), to synthesize the scholar theories of CRM and some application solutions of industrial CRM system that I want to deem it as reference foundation in my study topics of thesis. I think it has to set up the enterprise requirement IT-Web level of e- business, especially I would emphasize that customer relationship is very intelligent management, something like an coexistent IT system integrated the back office with global logistics over enterprise resource planning (ERP) and the front office with unified multi-channel device contact (or call) center.IT also goes through data warehouse via data mining to form an intelligent data based management and to apply the optimized concept of the customer relationship technology to improve the mutual relationship with customers. And it has to create many different business analysis models and different versions of total solution to provide the reference of making decision for business strategy and fit in with the real demand for the customer and to promote the customer satisfaction¡B intimate service and advanced interaction relationship. Matching up my study topic of telecommunication service provided company, with their distinguishing business attributes and under the very competitive environment. I think it¡¦s right choice to set up an omni-bearing CRM for telecommunication service provided company. First of all, It has to focus on the customer center and make an omni-bearing thought mode to refresh your company vision, mission, strategy, planning, managing and executing via reengineering from customer relationship management and knowledge management, in order to offer a total series satisfied service from before selling, during selling and after selling. Going a step further, it has to keep on developing advance customer relationship management with employee relationship management and partner relationship management to make multilateral equilibrium benefits. It also has to set up an omni-bearing performance evaluation system by CRM-based to reform a new enterprise culture, in order to make the company growth in progress forever and create the lifetime value for the customers, employee, partners and investors. Finally, if we set up an omnibearing CRM for telecommunication company, it will become a value creator for customers, employee, partners and investors. I hope this study can meet the innovation of new business managerial mission and idealism promoted by Doctor Mao, the chairman of Chung-Hwa telecommunication company¡GThe central belief is as a value creator and business basis on marketing innovation and productivity, and re-engineering a sustainable competitive advantage of new enterprise culture for Chung-Hwa telecom. Company. it also can be the training reference for all employees who have to understand the important of CRM, and have to know that the customer is the king.. The study, ultimately, has planned to try, finishing a prototype for verifying the project mission possible and offering some partly questions to be continuously studied. And I hope the worldwide famous telecom. company¡Binformation integrated service provider and database management application provider can cooperate to accelerate developing a customer-central knowledge database management and also having the omni-bearing thought of business strategy to aquire SMARTEN tools of the various application analysis modes of intelligent CRM, then it can apply the relationship technology to create suitable integrated management system for the different field¡¦s demand of industry¡Bgovernment and education¡Aby their hand in hand to establish a multimedia global broadband information harmony society, then it can promte industrial advantage and new economy growth, and it can also apply this cooperation relationship technology to cherish that they combine with competing and cooperating by the same business and work together in alliance by the different business ,to expand overseas market, and to promote our international competitive advantage¡C

Univ., Diss.--Zugl.: Tilburg, 2005. / Zsfassung in niederländ. Sprache.

M.Comm. / The primary objective of this dissertation is to perform an analysis of supplier relationship management practices in Eskom. Currently, Eskom is facing pertinent challenges such as a diminished reserve margin, increased unplanned generation plant outages as well as coal supply and quality constraints coupled with ever-rising primary energy costs. Since 1994, the demand for electricity has grown significantly on the back of robust economic growth. As a result, Eskom’s power system has an inadequate reserve margin which is at an all time low of around 8% and this does not compare well with the international standard of 15%. It is therefore evident that, as a national asset Eskom cannot overcome the current challenges successfully without strong partnerships with key suppliers. Impact of global expansion in the power sector has seen increased demand for utility specific commodities, and the resultant implication is the increased pressure on utilities to secure supply. Significant energy pressures are impacting on traditional procurement systems; as supply tightens it is vital for Eskom to intensify their efforts to build and sustain long-term collaborative relationships with key suppliers. With a more strategic view of procurement, companies are increasingly finding that different types of supplier relationships should be managed differently to achieve maximum value. Supplier relationship management has become increasingly sophisticated; buyer and supplier preferences are driven by circumstances in any relationship. The relationship portfolio analysis as explained by Cox, Sanderson and Watson (2000) demonstrates that buyer and supplier relationships centre on power, interdependence, and independence and they agree that relationships can be of an arms’ length, adversarial and collaborative nature depending on the power and style of management. Electricity is an important sector in the South African (SA) economy, despite its relatively small share of the Gross Domestic Product (GDP). Eskom has a capital expenditure budget of R800-billion for the next 20 years (Venter, 2007). An overview of the electricity industry in SA covering key highlights on the evolution of thinking on energy developments in the country and the resultant implication for supplier relationship management is discussed. Eskom supplies about 95 percent of South i Africa's electricity, and the recent power crisis had far-reaching implications for the economy. Some economists say that Eskom’s power crisis could slice two percentage points off SA’s growth rate, sending it below 3% for the first time in a decade.

This study sets out to validate that a Customer Relationship Management system is an enhancing factor in the sustainability of the short-term insurance broker’s business. This objective frolm the fact that very few brokers utilize a complete and integrated Customer Relationship System that could enable them to use the data and information they hold in an effective and sustainable manner. For this reason a primary objective was developed and from this secondary objectives supporting the key issues in Customer Relationship Management systems, sustainability, use ability, interphase, security and integration ability. An empirical study was conducted and a detailed representation of the facts and key issues to the problem statement was analysed. Various detailed analogies were created from which accurate and reliable deductions were derived. A sample population of bona-fide independent short-term brokers in the North-West province of South Africa were compiled by employing strict discriminatory criteria. A questionnaire was developed that tests the key aspects. The questionnaire used key demographic questions, while the component specific questions employed a Likert scale. A total of 75 questionnaires were distributed and 61 were received back that could be used for statistical analysis. Results from the research indicated that the factors contributing to Customer Relationship Management are cost and value enhancing. These factors signify sustainability and that a CRM system can deliver, user interphase, cloud computing, data security and system integration ability. The findings developed in a key conclusion shows that not only is Customer Relationship Management a key factor to sustainability, but it is an emerging factor of Customer Resource Management as well. A secondary finding is that most brokers have some sort of Customer Relationship Management system, but they do not know what they have and how to utilize it to the full. / MBA, North-West University, Potchefstroom Campus, 2014

This study sets out to validate that a Customer Relationship Management system is an enhancing factor in the sustainability of the short-term insurance broker’s business. This objective frolm the fact that very few brokers utilize a complete and integrated Customer Relationship System that could enable them to use the data and information they hold in an effective and sustainable manner. For this reason a primary objective was developed and from this secondary objectives supporting the key issues in Customer Relationship Management systems, sustainability, use ability, interphase, security and integration ability. An empirical study was conducted and a detailed representation of the facts and key issues to the problem statement was analysed. Various detailed analogies were created from which accurate and reliable deductions were derived. A sample population of bona-fide independent short-term brokers in the North-West province of South Africa were compiled by employing strict discriminatory criteria. A questionnaire was developed that tests the key aspects. The questionnaire used key demographic questions, while the component specific questions employed a Likert scale. A total of 75 questionnaires were distributed and 61 were received back that could be used for statistical analysis. Results from the research indicated that the factors contributing to Customer Relationship Management are cost and value enhancing. These factors signify sustainability and that a CRM system can deliver, user interphase, cloud computing, data security and system integration ability. The findings developed in a key conclusion shows that not only is Customer Relationship Management a key factor to sustainability, but it is an emerging factor of Customer Resource Management as well. A secondary finding is that most brokers have some sort of Customer Relationship Management system, but they do not know what they have and how to utilize it to the full. / MBA, North-West University, Potchefstroom Campus, 2014