{"title":"Introduction to CRM","authors":"F. Buttle, Stan Maklan","doi":"10.4324/9781351016551-2","DOIUrl":"https://doi.org/10.4324/9781351016551-2","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"112 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-04-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91359196","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-04-24DOI: 10.4324/9781351016551-18
F. Buttle, Stan Maklan
{"title":"Planning to succeed","authors":"F. Buttle, Stan Maklan","doi":"10.4324/9781351016551-18","DOIUrl":"https://doi.org/10.4324/9781351016551-18","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"18 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-04-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85900707","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-04-24DOI: 10.4324/9781351016551-20
F. Buttle, Stan Maklan
{"title":"Looking to the future","authors":"F. Buttle, Stan Maklan","doi":"10.4324/9781351016551-20","DOIUrl":"https://doi.org/10.4324/9781351016551-20","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"22 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-04-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73976880","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-03-21DOI: 10.1504/IJECRM.2019.10020090
A. Najmi, K. Kanapathy, A. A. Aziz
Improper management of electronic waste (e-waste) is becoming a threat globally and emerges as the most recent and dangerous environmental issue that is abruptly affecting ecological and human health. In such scenario, manufacturers need to play their role in accepting responsibility to take care of the waste when they reach their end of life. For said purpose, the present study identified factors by which manufacturer can encourage end-consumers to reverse the products, at their discretion, when it reach end of life. Factors identified from literature were prioritised by using analytic hierarchy process (AHP). Results of the present study will help the manufacturers in devising their strategies for marketing and customer relationship management in a way that they can encourage consumers to reverse the products when it reach end of life.
{"title":"Prioritising factors influencing consumers' reversing intention of e-waste using analytic hierarchy process","authors":"A. Najmi, K. Kanapathy, A. A. Aziz","doi":"10.1504/IJECRM.2019.10020090","DOIUrl":"https://doi.org/10.1504/IJECRM.2019.10020090","url":null,"abstract":"Improper management of electronic waste (e-waste) is becoming a threat globally and emerges as the most recent and dangerous environmental issue that is abruptly affecting ecological and human health. In such scenario, manufacturers need to play their role in accepting responsibility to take care of the waste when they reach their end of life. For said purpose, the present study identified factors by which manufacturer can encourage end-consumers to reverse the products, at their discretion, when it reach end of life. Factors identified from literature were prioritised by using analytic hierarchy process (AHP). Results of the present study will help the manufacturers in devising their strategies for marketing and customer relationship management in a way that they can encourage consumers to reverse the products when it reach end of life.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-03-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43776084","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-03-21DOI: 10.1504/IJECRM.2019.10020088
D. Muhammad Alshurideh
Retaining loyal customers and changing inactive ones to be active are major challenges that service organisations currently face. One serious question to which mobile phone service providers need to find a suitable answer is how to drive loyal customers' behaviours to become involved in different electronic loyalty schemes to promote repeat buying and extend customer-supplier relationships. To answer such questions, four electronic loyalty programs have been tested, namely electronic points, prepaid card discounts, free additional credit and free additional minutes and/or messages within the mobile phone service purchase setting. A quantitative approach employing a self-administered questionnaire has been used to collect the study data. Data was collected from 478 customers who participated in one of the mobile phone loyalty programs mentioned earlier. Structural equation modelling (SEM) statistical modelling was employed to test both the study model and the developed hypotheses. Generally, the study found that e-loyalty programs drive loyal customers' choices and repeat buying. Substantial information about testing the sub-hypotheses is explained in more detail in this article.
{"title":"Do electronic loyalty programs still drive customer choice and repeat purchase behaviour","authors":"D. Muhammad Alshurideh","doi":"10.1504/IJECRM.2019.10020088","DOIUrl":"https://doi.org/10.1504/IJECRM.2019.10020088","url":null,"abstract":"Retaining loyal customers and changing inactive ones to be active are major challenges that service organisations currently face. One serious question to which mobile phone service providers need to find a suitable answer is how to drive loyal customers' behaviours to become involved in different electronic loyalty schemes to promote repeat buying and extend customer-supplier relationships. To answer such questions, four electronic loyalty programs have been tested, namely electronic points, prepaid card discounts, free additional credit and free additional minutes and/or messages within the mobile phone service purchase setting. A quantitative approach employing a self-administered questionnaire has been used to collect the study data. Data was collected from 478 customers who participated in one of the mobile phone loyalty programs mentioned earlier. Structural equation modelling (SEM) statistical modelling was employed to test both the study model and the developed hypotheses. Generally, the study found that e-loyalty programs drive loyal customers' choices and repeat buying. Substantial information about testing the sub-hypotheses is explained in more detail in this article.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-03-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46286850","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-03-21DOI: 10.1504/ijecrm.2019.10020083
Ghazi A. Al Weshah
This study aims at exploring customer relationship management (CRM) in Jordanian small food companies. More specifically, the study investigates CRM benefits, tools, and evaluation criteria in Jordanian food companies. The study is based on qualitative design; face-to-face and semi-structured interviews are conducted to collect data. The study employs thematic and textual analysis of each interview. Accordingly, the study adopts cross-interview analysis to highlight holistic view of the study themes. The study concludes that CRM is limited to some practices and the concept is relatively new in the sector. Profit maximisation, market share, brand equity, and positive word of mouth are expected benefits of CRM. Phone calls and social media are the common CRM tools in food industry. The study provides executives with insights into CRM practices by creating awareness among customers and managers of food companies to enhance the effectiveness of CRM and confirm benefits and advantages for interested parties.
{"title":"The current status of customer relationship management: experience of small businesses in the Jordanian food industry","authors":"Ghazi A. Al Weshah","doi":"10.1504/ijecrm.2019.10020083","DOIUrl":"https://doi.org/10.1504/ijecrm.2019.10020083","url":null,"abstract":"This study aims at exploring customer relationship management (CRM) in Jordanian small food companies. More specifically, the study investigates CRM benefits, tools, and evaluation criteria in Jordanian food companies. The study is based on qualitative design; face-to-face and semi-structured interviews are conducted to collect data. The study employs thematic and textual analysis of each interview. Accordingly, the study adopts cross-interview analysis to highlight holistic view of the study themes. The study concludes that CRM is limited to some practices and the concept is relatively new in the sector. Profit maximisation, market share, brand equity, and positive word of mouth are expected benefits of CRM. Phone calls and social media are the common CRM tools in food industry. The study provides executives with insights into CRM practices by creating awareness among customers and managers of food companies to enhance the effectiveness of CRM and confirm benefits and advantages for interested parties.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-03-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42222594","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-03-21DOI: 10.1504/IJECRM.2019.10020084
H. Chiranjeevi, Manjula K Shenoy, Syam S. Diwakaruni
Organisations need to understand their customer’s requirements to outlive in this competitive world. Handling customer service is a key challenge for the organisations. Today the customer interaction bots with an automated customer service, which can handle multiple customers anywhere-anytime are attracting many business communities to have better customer relationship management (CRM). Searching for specific information seems to be interesting to provide a real value to customers, but the major problem in customer-computer interactions is the ability to understand the reliable information of the computer to the customers’ requirements. Many organisations maintain the data in the text form. The implementation of customer interaction bot is carried out using a data set created for text document data. The interaction bot receives customer query, send request for correct analysis and responds to customers with the required information. We have used Language Understanding Intelligent Service (LUIS), a cognitive service and bot emulator, which provides a platform for developers to build intelligent customer-computer applications that can understand the customer’s requirements and responds to their queries. Text document data is indexed; the database is connected to direct line bot framework. The knowledge base is implemented for customer queries based on needs, expectations, wants/desires, and complaints/problems. The proposed system evaluates the customer satisfaction index to achieve a better customer relationship management.
{"title":"Evaluating the satisfaction index using automated interaction service and customer knowledgebase: a big data approach to CRM","authors":"H. Chiranjeevi, Manjula K Shenoy, Syam S. Diwakaruni","doi":"10.1504/IJECRM.2019.10020084","DOIUrl":"https://doi.org/10.1504/IJECRM.2019.10020084","url":null,"abstract":"Organisations need to understand their customer’s requirements to outlive in this competitive world. Handling customer service is a key challenge for the organisations. Today the customer interaction bots with an automated customer service, which can handle multiple customers anywhere-anytime are attracting many business communities to have better customer relationship management (CRM). Searching for specific information seems to be interesting to provide a real value to customers, but the major problem in customer-computer interactions is the ability to understand the reliable information of the computer to the customers’ requirements. Many organisations maintain the data in the text form. The implementation of customer interaction bot is carried out using a data set created for text document data. The interaction bot receives customer query, send request for correct analysis and responds to customers with the required information. We have used Language Understanding Intelligent Service (LUIS), a cognitive service and bot emulator, which provides a platform for developers to build intelligent customer-computer applications that can understand the customer’s requirements and responds to their queries. Text document data is indexed; the database is connected to direct line bot framework. The knowledge base is implemented for customer queries based on needs, expectations, wants/desires, and complaints/problems. The proposed system evaluates the customer satisfaction index to achieve a better customer relationship management.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-03-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48523006","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2018-11-30DOI: 10.1504/IJECRM.2018.096241
Mohamed Al-Zadjali, K. Al-Busaidi
Business intelligence (BI) applications can support organisations' operative and strategic decision making. This study aims to examine the values of BI application in customer service (in terms of call centre and quality management) in the telecommunications sector. Limited studies have investigated the application of BI in customer service, which is very critical due to challenges in maintaining customers, especially in a highly competitive sector such as telecommunications. This study investigated employees' perspectives in telecommunications companies. The study found that implementing BI in quality management adds significant value to business process effectiveness and efficiency, customer satisfaction, loyalty and retention, and technical values. In addition, implementing BI in call centre adds significant value to customer retention, employee motivation and satisfaction, reduced costs and improved real-time analysis. Such results provide valuable insights about how telecom companies can invest in BI for customer service.
{"title":"The values of BI-empowered customer service in telecom","authors":"Mohamed Al-Zadjali, K. Al-Busaidi","doi":"10.1504/IJECRM.2018.096241","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.096241","url":null,"abstract":"Business intelligence (BI) applications can support organisations' operative and strategic decision making. This study aims to examine the values of BI application in customer service (in terms of call centre and quality management) in the telecommunications sector. Limited studies have investigated the application of BI in customer service, which is very critical due to challenges in maintaining customers, especially in a highly competitive sector such as telecommunications. This study investigated employees' perspectives in telecommunications companies. The study found that implementing BI in quality management adds significant value to business process effectiveness and efficiency, customer satisfaction, loyalty and retention, and technical values. In addition, implementing BI in call centre adds significant value to customer retention, employee motivation and satisfaction, reduced costs and improved real-time analysis. Such results provide valuable insights about how telecom companies can invest in BI for customer service.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"363-383"},"PeriodicalIF":0.0,"publicationDate":"2018-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/IJECRM.2018.096241","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49592081","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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