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| enterprise resource planning and customer relationship management: Integration of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) for Quality Service Delivery Markos Mulat, 2017-12-15 Master's Thesis from the year 2016 in the subject Business economics - Business Management, Corporate Governance, grade: 3.92, Addis Ababa University (Business and Economics), course: Public Management and Policy, language: English, abstract: Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow and in the process of delivering quality service, technology plays a larger role. The purpose of this study was to explore the achievements, pinpoint the challenges and scrutinize the prospects of integrating Enterprise Resource Planning (ERP) & Customer Relationship Management (CRM) and analyze their impact on quality service delivery in Ethiopian Airlines. A structured questionnaire was designed, pretested, modified, and self-distributed to senior executives, employees and customers of the company to capture data. A total sample of 165 were taken as a respondent. Out of these, 115 were employees of the company and 50 were customers who have made a flight with Ethiopian airlines on any route. Quantitative & qualitative techniques were selected to collect the data. Non-probability purposive sampling was used during the selection of the sample. The SPSS computer package was used to analyze the collected data. Feedbacks received from 84 employees and 45 customers were analyzed & the response rate was 73.1 and 90 percent respectively. The analysis of employee responses revealed that the integrated systems has improved various functions of different department in the company by acting as a catalyst to support the tactical planning processes, ensures the right number and kinds of people at the right place and right time, reduced the financial cycle closing time and improve the supply chain performance by adding value to the company. In addition, since the integration, the company is enjoying the ultimate benefit of all-in-one system that can decrease errors, lower cycle times, reduces turnaround time, and support management decisions. The findings also indicated that delivering high quality service increase customer satisfaction, which in turn leads to high level of customer commitment and loyalty. Several challenges were also pointed out among which included lack of finance to update and maintain the systems, lack of expertise in IT to operate the systems, lack of training and development of staff on the systems. The study also assessed the perception of the customers about the quality of the service delivered by the Ethiopian Airlines by using five dimensions of the SERVQUAL model. |
| enterprise resource planning and customer relationship management: Managing Enterprise Resource Planning Adoption and Business Processes Chuck C.H. Law, 2019-04-03 The recent decades have witnessed many ERP failures attributable to a plethora of mistakes, and the author writes this book aiming to correct these malpractices concerning ERP adoption. The author presents an adoption methodology, called the Full Lifecycle ERP Adoption Reference (FLEAR) model, to promote holistic project management. Furthermore, from a holistic perspective, successful ERP adoption cannot be achieved in isolation of other business and organizational issues such as IT-business strategic alignment, IT governance, change management, and business process changes. Unlike many ERP books in the market which cover mostly technical deployment issues, this book also addresses the aforesaid business-related issues. Theoretical discussions are supported by extensive research, and practical experience drawn from North American and international contexts to benefit practitioners involved in international assignments. Thus, this book will benefit not only MIS personnel, but also non-technical business practitioners. It will also be a useful supplement for university-level MIS and business process management courses. |
| enterprise resource planning and customer relationship management: Concepts in Enterprise Resource Planning Ellen F. Monk, Bret J. Wagner, 2006 Examines enterprise software in general, rather than focusing on one particular package. Readers will learn how ERP software can improve the functions of a company, how it can streamline operations, and how the functional areas of any package relate to each other. |
| enterprise resource planning and customer relationship management: Integrating ERP, CRM, Supply Chain Management, and Smart Materials Dimitris N. Chorafas, 2001-05-31 Organizations enjoy two kinds of strategic advantages. One is transitory: being in the right place with the right products at the right time. The other comes from having first class management and instituting processes that mobilize an organization, keeping in ahead of the competition. Which would you like to count on for your organization's success? Integrating ERP, CRM, Supply Chain Management, and Smart Materials explores how to create business opportunities and reap savings by: Restructuring and updating of ERP and CRM software as it integrates supply chain management and delivers new killer applications Evolving opportunities that will develop from the implementation of smart materials, automatic identification, classification systems, and quality assurance projects Auditing the implementation, operation, and maintenance of ERP and CRM software as well as the corrective action taken on the basis of results Internet commerce, online supply chain, and advances in technology - all available at increasingly lower costs - make systems of the past obsolete. However, just as new technology creates new opportunities, it can also create unforeseen consequences. By binding a wealth of interdependent issues between the covers of one book, Integrating ERP, CRM, Supply Chain Management, and Smart Materials gives you the tools you need to create proprietary, high value-added solutions. |
| enterprise resource planning and customer relationship management: Integrated Business Information Systems Klaus-Dieter Gronwald, 2017-05-30 Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Customer Relationship Management (CRM), Business Intelligence (BI) and Big Data Analytics (BDA) are business related tasks and processes, which are supported by standardized software solutions. The book explains that this requires business oriented thinking and acting from IT specialists and data scientists. It is a good idea to let students experience this directly from the business perspective, for example as executives of a virtual company. The course simulates the stepwise integration of the linked business process chain ERP-SCM-CRM-BI-Big Data of four competing groups of companies. The course participants become board members with full P&L responsibility for business units of one of four beer brewery groups managing supply chains from production to retailer. |
| enterprise resource planning and customer relationship management: ERP--the Next Generation Erin Callaway, 2000 As demand for Y2K-compatible systems began to decrease in mid-1998, so did the enterprise resource planning (ERP) software boom. To remain competitive in this era of online business, ERP vendors have extended their packages to manage more than the core business processes, which include payroll and accounting, human resources (HR), manufacturing, and sales and distribution. While these primary applications remain important components of any ERP system, ERP now embraces e-commerce, advanced planning and scheduling (APS), Internet-based procurement, business intelligence (BI), and customer relationship management (CRM). This report also examines other services offered by ERP software providers, including portals, Web-based hubs for easy application access, online marketplaces and interactive, industry-specific trading communities. |
| enterprise resource planning and customer relationship management: CRM INTEGRATES WITH ERP DR. MEHUL PATEL, 2018-02-03 |
| enterprise resource planning and customer relationship management: Enterprise Resource Planning Veena Bansal, 2012 This book focuses on the fundamentals of ERP and details methods of implementing ERP systems. By using actual case incidents, this book charts the life cycle of ERP projects from cost and profit analysis, through change-management on the basis of re-engineering and technical requirements, to the ion of the ERP system and its final application. It equips managers with the appropriate skills for utilizing ERP systems, and uninitiated readers will gain a thorough understanding of an ERP project life-cycle. |
| enterprise resource planning and customer relationship management: Customer Relationship Management Lakshman Jha, 2008 A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create and manage both short-and long -term relationships.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales. |
| enterprise resource planning and customer relationship management: Concepts in Enterprise Resource Planning Ellen F. Monk, Bret J. Wagner, 2013 Show your students how to master and maximize enterprise resource planning (ERP) software, which continues to become more critical in business today, with the latest edition of Monk/Wagner's successful CONCEPTS IN ENTERPRISE RESOURCE PLANNING, International Edition. Equip students to use ERP tools to increase growth and productivity as they learn how to effectively combine an organization's numerous functions into one comprehensive, integrated system. CONCEPTS IN ENTERPRISE RESOURCE PLANNING, 4E, International Edition reflects the latest trends and updates in ERP software while demonstrating how to make the most of this important technology.The authors introduce the basic functional areas of business and how they are related. The book demonstrates how information systems that are not effectively integrated fail to support business functions and business processes that extend across functional area boundaries. By contrast, students clearly see how integrated information systems help organizations improve business process and provide managers with accurate, consistent, and current data for making informed strategic decisions. All-new sidebar cases and real examples throughout this edition not only thoroughly introduce the practical aspects of enterprise resource planning, but also prepare readers for ongoing ERP success in business today and tomorrow. |
| enterprise resource planning and customer relationship management: Enterprise Resource Planning Models for the Education Sector: Applications and Methodologies Patel, Kanubhai K., 2012-10-31 Even as enterprise resource planning (ERP) continues to play a strategic role in an education sector, educational institutions and universities are facing many challenges in creating strong ERP applications and methods to achieve the expectations of academia. Enterprise Resource Planning Models for the Education Sector: Applications and Methodologies is a comprehensive collection of research which highlights the increasing demand for insight into the challenges faced by educational institutions on the design and development of enterprise resource planning applications. This book is composed of content from management and engineering students, professionals and researchers in the education fields. |
| enterprise resource planning and customer relationship management: Enterprise Resource Planning Mary Sumner, 2007 Studieboek op hbo-niveau met betrekking tot de keuze en de implementatie van softwaresystemen voor het beheer van ondernemingsgegevens. |
| enterprise resource planning and customer relationship management: Enhancing Enterprise Intelligence: Leveraging ERP, CRM, SCM, PLM, BPM, and BI Vivek Kale, 2016-02-22 Enhancing Enterprise Intelligence: Leveraging ERP, CRM, SCM, PLM, BPM, and BI takes a fresh look at the benefits of enterprise systems (ES), focusing on the fact that ES collectively contribute to enhancing the intelligence quotient of an enterprise. The book provides an overview of the characteristic domains (i.e., business functions, processes, a |
| enterprise resource planning and customer relationship management: Emerging Leadership Pattern in Rural India G. D. Bhatt, 1994 The book in the existing context empirically examines the institutional leaders under the three tier system of Panchayati-Raj institutions (PRIs). It deals with the socio-economic roots of the rural bodies at all the three tiers, as a backdrop to their emergence: the awareness and knowlegeability of the rural leaders relating to various problems and their socio-economic values. |
| enterprise resource planning and customer relationship management: Enterprise Resource Planning: Solutions and Management Nah, Fiona Fui-Hoon, 2001-07-01 Enterprise resource planning (ERP) refers to large commercial software packages that promise a seamless integration of information flow through an organization. Traditionally, separate units were created within an organization to carry out various tasks, and these functional areas would create their own information systems thereby giving rise to systems that were not integrated. ERP strives to provide a solution to these problems. Enterprise Resoure Planning Solutions and Management examines the issues that need to be further studied and better understood to ensure successful implementation and deployment of ERP systems. |
| enterprise resource planning and customer relationship management: ERP and Supply Chain Management Christian Ndubisi Madu, Chu-hua Kuei, 2005-06-10 Businesses today are faced with avalanche of information. There is need to effectively manage information to serve customers better. In today's highly competitive environment, businesses need to be able to organize and coordinate their information so that a single view of information is maintained by all the service channels. Information management can help to understand customers? wants and needs and integrate such in product design. It helps to manage inventory and reduces both cost and the cycle time to introduce new products to the marketplace. Time-to-market is a critical issue in achieving competitiveness and without the availability of timely and accurate information; it will not be possible to respond proactively to the changing market environment. This book is about ERP and Supply Chain Management. ERP is the short form for Enterprise Resource Planning. The aim of ERP is to integrate the functions of the different business units and departments such as finance, operations, accounting and human resources. This integration is necessary to organize and coordinate information that may be scattered in different departments and making them available in an organized format to the different decision centers where they may be needed. Through this integrative approach, the different functional units of the business are able to share a common database, exchange information, and have consistent view of their operations. This consistent view is also presented to the customer thus improving the quality of customer service. With the integration of the information system, the different functional departments work together to achieve common organizational goals and objectives. Without suchintegration, common customer services such as order processing would be difficult to track and inconsistent information may be relayed by the different departments to the customer. Supply chain management is an integral aspect of ERP. Businesses today focus on their core competence. It is no longer technically and economically feasible to focus on all activities. Rather, certain activities may be shifted to partners or vendors that have core competence in such areas. Mercedes Benz may find it better to subcontract its radios to Bose while focusing on its car designing. Yet, these two companies may need to share key information on customers? wants and needs as well as information on product designs. Integrating a supplier into the common database helps in providing quality products and services that will satisfy the needs of the customer. Information technology plays a critical role in effective development of ERP system. As many businesses develop online marketplace, it becomes even more important to develop a single view of transactions to all value chain partners including customers, manufacturer, suppliers and other vendors. This book therefore adopts a focus on ERP and Supply Chain Management to develop better plans to better serve the customer. It adopts a management and a systemic perspective of these issues and does not deal with the software aspects of ERP. The focus is on the fundamentals rather than on the advanced issues. The book is intended to help managers, executives, and students to understand the basic concepts of ERP and Supply Chain Management. |
| enterprise resource planning and customer relationship management: Enterprise Resource Planning Pankaj Sharma, 2004 This Work On Enterprise Resource Planning Is Divided Into 14 Small Parts Last Dealing With `Career In Erp`. It Deals With Different Facets Of Erp From An Academic And Industrial Paradigm And Will Be Useful For Those Whiching To Understand The Concept And Gain It In Real Life Scenario. |
| enterprise resource planning and customer relationship management: Enterprise Resource Planning: Global Opportunities and Challenges Hossain, Liaquat, Patrick, Jon David, Rashid, Mohammad A., 2001-07-01 Enterprise Resource Planning (ERP) refers to large commercial software packages that promise a seamless integration of information flow through an organization by combining various sources of information into a single software application and a single database. The outcome of ERP itself is still a mystery, but the trends and issues it has created will be the enigma that future generations will have to solve. Traditionally, separate units were created within an organization to carry out various tasks, and these functional areas would create their own information systems thereby giving rise to systems that were not integrated. ERP strives to provide a solution to these problems. Enterprise Resource Planning Solutions and Management examines the issues that need to be further studied and better understood to ensure successful implementation and deployment of ERP systems. |
| enterprise resource planning and customer relationship management: Customer Relationship Management using Business Intelligence Graham Sturdy, 2012-11-15 This is an important text for all students and practitioners of Business Intelligence (BI) and Customer Relationship Management (CRM). It provides a comprehensive resource for understanding and implementing Enterprise Resource Planning (ERP) and BI solutions within the organisational context. It provides an in-depth coverage of all key areas relating to the implementation of ERP and BI systems. It provides unique practical guidance on implementing ERP and BI strategies as formulated by the author and a range of academic practitioners and industry experts. Importantly, it demonstrates how these systems can be implemented in a real-world environment and in a way that provides strategic alignment that is compatible with the strategic vision of the organisation. The author presents a “BI Psychology Adoption Model” which represents new and innovative thinking in relation to how employees within organisations react to the introduction of new technology within the workplace. |
| enterprise resource planning and customer relationship management: Manufacturing Resource Planning (MRP II) Khalid Sheikh, 2003 MRP is a manufacturing-related activity concerned with managing the materials required to produce products. This guide aims to provide a thorough knowledge of the basics of manufacturing planning systems. |
| enterprise resource planning and customer relationship management: Customer Relationship Management Francis Buttle, 2009 This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims. |
| enterprise resource planning and customer relationship management: Electronic Enterprise Andrzej Targowski, 2003-01-01 Electronic enterprise is the road map to well-planned evolution of enterprise complexity with business and system strategies integration through standardized architectures of IT components. This work provides a vision for IT leaders with practical solutions for IT implementation. |
| enterprise resource planning and customer relationship management: Enterprise Resource Planning and Supply Chain Management Karl E. Kurbel, 2013-08-23 This book is about running modern industrial enterprises with the help of information systems. Enterprise resource planning (ERP) is the core of business information processing. An ERP system is the backbone of most companies' information systems landscape. All major business processes are handled with the help of this system. Supply chain management (SCM) looks beyond the individual company, taking into account that enterprises are increasingly concentrating on their core competencies, leaving other activities to suppliers. With the growing dependency on the partners, effective supply chains have become as important for a company's success as efficient in-house processes. This book covers typical business processes and shows how these processes are implemented. Examples are presented using the leading systems on the market – SAP ERP and SAP SCM. In this way, the reader can understand how business processes are actually carried out in the real world. |
| enterprise resource planning and customer relationship management: Enterprise Resource Planning: Concepts, Methodologies, Tools, and Applications Management Association, Information Resources, 2013-06-30 The design, development, and use of suitable enterprise resource planning systems continue play a significant role in ever-evolving business needs and environments. Enterprise Resource Planning: Concepts, Methodologies, Tools, and Applications presents research on the progress of ERP systems and their impact on changing business needs and evolving technology. This collection of research highlights a simple framework for identifying the critical factors of ERP implementation and statistical analysis to adopt its various concepts. Useful for industry leaders, practitioners, and researchers in the field. |
| enterprise resource planning and customer relationship management: SAP ERP Financials Surya Padhi, 2012-01-15 This up-to-date quick reference guides the reader through the most popular SAP module (myERP Financial 6.0). It thoroughly covers all of the sub modules of ERP Financials, including, FICO, FSCM, New GL functionality, SAP integration points, and Report Painter. Unlike other books that only provide questions and answers for certification preparation, this book covers both configurations and end user transactions for validating the implementation methods. A companion CD-ROM with FICO templates, short cuts, and color figures is included. Features: * Includes both configurations and end-user transactions for validation * Uses a quick-reference style for finding information quickly * Covers the latest account configurations for New GL * Includes a CD-ROM with FICO templates, short cuts, and color figures. |
| enterprise resource planning and customer relationship management: Navigating Enterprise Resource Planning: Streamlining Operations for Success Satish Jawale, 2023-05-27 In this insightful book, Satish Jawale delves into the world of Enterprise Resource Planning (ERP) and its significance in today's business landscape. Drawing from his extensive expertise, Satish provides valuable insights and practical guidance on how businesses can streamline their operations and achieve success through effective ERP implementation. Covering key topics such as ERP selection, implementation strategies, data management, and the benefits of ERP integration, this book serves as a comprehensive resource for business owners and executives looking to harness the power of ERP systems. Satish Jawale's expertise and industry knowledge shines through in this engaging and informative read, making it an essential guide for anyone seeking to navigate the complexities of ERP and optimize their business operations. Navigating Enterprise Resource Planning is now available to readers worldwide, and we invite you to support the author and embark on a journey towards operational excellence and success. Join us in congratulating Satish Jawale on the publication of his first book, and be sure to grab your copy today to gain valuable insights into streamlining your business operations with ERP. Together, let's empower businesses for a brighter future! |
| enterprise resource planning and customer relationship management: Web-Based Services: Concepts, Methodologies, Tools, and Applications Management Association, Information Resources, 2015-11-09 The recent explosion of digital media, online networking, and e-commerce has generated great new opportunities for those Internet-savvy individuals who see potential in new technologies and can turn those possibilities into reality. It is vital for such forward-thinking innovators to stay abreast of all the latest technologies. Web-Based Services: Concepts, Methodologies, Tools, and Applications provides readers with comprehensive coverage of some of the latest tools and technologies in the digital industry. The chapters in this multi-volume book describe a diverse range of applications and methodologies made possible in a world connected by the global network, providing researchers, computer scientists, web developers, and digital experts with the latest knowledge and developments in Internet technologies. |
| enterprise resource planning and customer relationship management: Customer Relationship Management SCN Education, 2013-11-11 This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition. |
| enterprise resource planning and customer relationship management: Customer Relationship Management Srivastava Mallika, With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM. The book can serve as a guide for deploying CRM in an organization stating the critical success factors. KEY FEATURES • Basic concepts of CRM and environmental changes that lead to CRM adoption • Technological advancements that have served as catalyst for managing relationships • Customer strategy as a necessary and important element for managing every successful organization • CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction • The concept of customer loyalty management as an important business strategy • The role of CRM in business market • The importance of people factor for the organization from the customer's perspective • Central role of customer related databases to successfully deliver CRM objectives • Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy |
| enterprise resource planning and customer relationship management: Learning to Implement Enterprise Systems: An Exploratory Study of the Dialectics of Change Daniel Robey, Sloan School Of Management, Sloan School of Management Center for I., 2018-03-02 This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work was reproduced from the original artifact, and remains as true to the original work as possible. Therefore, you will see the original copyright references, library stamps (as most of these works have been housed in our most important libraries around the world), and other notations in the work. This work is in the public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work. As a reproduction of a historical artifact, this work may contain missing or blurred pages, poor pictures, errant marks, etc. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant. |
| enterprise resource planning and customer relationship management: Customer Relationship Management Systems Handbook Duane E. Sharp, 2002-07-19 This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy. |
| enterprise resource planning and customer relationship management: Electronic Customer Relationship Management Jerry Fjermestad, Nicholas C Robertson Jr, 2015-05-15 This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce. |
| enterprise resource planning and customer relationship management: Implementing CRM David Finnegan, Leslie P. Willcocks, 2007-05-07 Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database management, firms have both the motivation and the means for improving their Customer Relationship Management (CRM) strategies. This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge. Finnegan and Willcocks note that CRM implementation is not the straightforward process that many of the trade publications would have us believe. They state the failure rate of large CRM projects may be as high at 70%. Through the lens of two detailed case studies, the authors investigate why CRM is no panacea. |
| enterprise resource planning and customer relationship management: Customer Relationship Management 50minutes,, 2017-08-25 Understand customer relationship management in no time! Find out everything you need to know about this powerful tool with this practical and accessible guide. Customer relationship management is a valuable tool in an increasingly competitive business world. It allows companies to find out who their customers are and what they want, which enables them to tailor their communication and offers to their clients. No matter what your sector of activity, an effective CRM strategy will boost customer satisfaction, increase performance and give you a valuable edge over the competition. In 50 minutes you will be able to: • Understand the wide range of tools and techniques used in customer relationship management • Tailor your communications to your customers’ needs and expectations • Evaluate the success of your CRM strategy based on a number of key performance indicators ABOUT 50MINUTES.COM | MANAGEMENT AND MARKETING The Management and Marketing series from the 50Minutes collection provides the tools to quickly understand the main theories and concepts that shape the economic world of today. Our publications will give you elements of theory, definitions of key terms and case studies in a clear and easily digestible format, making them the ideal starting point for readers looking to develop their skills and expertise. |
| enterprise resource planning and customer relationship management: Customer Relationship Management V. Kumar, Werner Reinartz, 2018-05-15 This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain. |
| enterprise resource planning and customer relationship management: Customer Relationship Management (CRM) for Medium and Small Enterprises Antonio Specchia, 2022-04-07 Customer Relationship Management (CRM) systems are a growing topic among small- and medium-sized enterprises, entrepreneurs, and solopreneurs, and it is completely clear that CRM is a tool that businesses should have in place to manage sales processes. Teams of salespeople must have a system to run their daily activities, and small businesses and solopreneurs must track their marketing effort, a functioning structure for maintaining their contacts with prospects and clients to improve the effectiveness of their sales effort. CRM, once only available to large corporations, is now powerful technology for small and medium businesses. Small and medium businesses are now able to implement CRM solutions under a more cost-effective balance as an alternative to traditional tools like Salesforce, Dynamics, or Oracle. The reason for the success is mainly the simplicity of the new tools and solutions that have been developed for the management of sales processes. This book discusses how to implement a CRM from the perspective of the businessperson—not the more typical IT consultant or the technical staff. It benefits business development, sales management, and sales process control. Small business owners must understand why and how implementing a CRM will create value for their business—how it will focus on business development, sales management, and how sales leads develop into happy customers. Small business owners must first understand what a CRM system is, how it works, what its main functions are, and how it serves to manage workflows in the company’s sales department. Generally, entrepreneurs struggle to find the time to read and study complex and fully comprehensive books. This book provides direct operational guidelines to those who need easy-to-read information about how to use CRM effectively. Business professionals must be able to set up CRM systems and avoid mistakes and wasting time. This book provides an overview of what can be done with CRM and how it happens to empower businesspeople to find new customers and win business opportunities. This book discusses the logic of CRM in sales, giving tips and explanations on why and what happens when CRM is implemented in a specific way. Essentially, this book gives the entrepreneur the know-how behind CRM in sales in general terms, supporting enhanced customer relationships. |
| enterprise resource planning and customer relationship management: Customer Relationship Management Roger J. Baran, Robert J. Galka, 2016-12-08 This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management. |
| enterprise resource planning and customer relationship management: Enterprise Resource Planning for Global Economies: Managerial Issues and Challenges Ferran, Carlos, Salim, Ricardo, 2008-04-30 Local functional systems that create inefficient islands of information are being replaced by expensive enterprise-wide applications that unify the functional areas; however, while we have not yet been able to completely and seamlessly integrate across functions, we find that the new islands of information are no longer functional but political, cultural, linguistic, and geographical. The global village is a reality and enterprise resource planning (ERP) implementations face new issues and challenges. Enterprise Resource Planning for Global Economies: Managerial Issues and Challenges provides authoritative research on the theoretical frameworks and pragmatic discussions on global implementations of information systems, particularly ERP systems. This book offers professionals, managers, and researchers, who want to improve their understanding of the issues and challenges that arise when information systems cross national boundaries, with an authoritative, essential research resource. |
| enterprise resource planning and customer relationship management: Social Customer Relationship Management Rainer Alt, Olaf Reinhold, 2019-08-29 Social media has received considerable attention, and many potential benefits, as well as concerns, are now being discussed. This book explores how social media can successfully support business processes in marketing, sales and service in the context of customer relationship management (CRM). It presents the fundamentals of Social CRM and shows how small and large companies alike have implemented it. In turn, the book presents analytic and operational software tools that offer features for enhancing and streamlining interactions with customers. The book concludes with an overview of essential design areas that businesses need to bear in mind when introducing social media into their CRM strategies. In this regard, it also points out key success factors, limitations, and data protection aspects. |
| enterprise resource planning and customer relationship management: CUSTOMER RELATIONSHIP MANAGEMENT Dr. Manjula A Soudatti, : • Retaining existing customers by understanding their needs and preferences. • Enhancing customer satisfaction through personalized experiences and prompt service. • Acquiring new customers by identifying and targeting potential leads effectively. • Improving communication through various channels to engage with customers. • Centralizing and managing customer data for insightful analysis and informed decision-making. • Increasing operational efficiency by automating tasks and optimizing workflows. • Identifying opportunities for cross-selling and upselling based on customer behavior. • Fostering brand loyalty and advocacy through exceptional service and personalized interactions. • Gathering feedback for continuous improvement and refining products and services. |
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Feb 15, 2024 · Join our members and celebrate the accomplishments of the outstanding startup entrepreneurs being recognized by New Enterprise Forum. NEF Startup Community …
New Enterprise Forum | About
Since 1986, New Enterprise Forum has had over 400 companies go through our investor pitch coaching process and we have helped hundreds more in other ways. Read the story of how …
New Enterprise Forum | Get Coached
New Enterprise Forum. 330 E Liberty St. Ann Arbor, MI 48104. Email info@newenterpriseforum.org. Connect ...
Pitch Pit and Showcase Presentation | New Enterprise Forum
Apr 17, 2025 · New Enterprise Forum. 330 E Liberty St. Ann Arbor, MI 48104. Email info@newenterpriseforum.org. Connect ...
The Michigan Startup Scene: Past, Present, and Future | New …
May 15, 2025 · New Enterprise Forum. 330 E Liberty St. Ann Arbor, MI 48104. Email info@newenterpriseforum.org. Connect ...
New Enterprise Forum | Events
Jun 19, 2025 · Join our members and celebrate the accomplishments of the outstanding startup entrepreneurs being recognized by New Enterprise Forum. Best Showcase Presentations …
New Enterprise Forum
May 20, 2025 · New Enterprise Forum Since 1986, we’ve linked entrepreneurs to management expertise, potential joint venture partners, mentors, business services, capital, and other …
Investors - New Enterprise Forum
By registering to the New Enterprise Forum’s private investor list, you will be provided access to business executive summaries from showcase presenters that have been coached by NEF …
New Enterprise Forum | News
Nov 1, 2024 · The New Enterprise Forum is carrying on its mission to support Michigan entrepreneurs, even as the state is afflicted with the COVID-19 pandemic. Since mid-March, …
New Enterprise Forum | Pitch Pit Competitions
Jan 16, 2025 · While the hallmark of New Enterprise Forum is our signature investor presentation pitch coaching, we also know that there are many early-stage companies that are just starting …
Awards Celebration and Showcase Presentation - New …
Feb 15, 2024 · Join our members and celebrate the accomplishments of the outstanding startup entrepreneurs being recognized by New Enterprise Forum. NEF Startup Community …
New Enterprise Forum | About
Since 1986, New Enterprise Forum has had over 400 companies go through our investor pitch coaching process and we have helped hundreds more in other ways. Read the story of how …
New Enterprise Forum | Get Coached
New Enterprise Forum. 330 E Liberty St. Ann Arbor, MI 48104. Email info@newenterpriseforum.org. Connect ...
Pitch Pit and Showcase Presentation | New Enterprise Forum
Apr 17, 2025 · New Enterprise Forum. 330 E Liberty St. Ann Arbor, MI 48104. Email info@newenterpriseforum.org. Connect ...
The Michigan Startup Scene: Past, Present, and Future | New …
May 15, 2025 · New Enterprise Forum. 330 E Liberty St. Ann Arbor, MI 48104. Email info@newenterpriseforum.org. Connect ...
