Customer Relationship Management

The paper focuses on the digital transformation that is greatly affecting the insurance industry and forcing radical change upon corporate culture, products and processes, customer relationship and relations with the sector's various competitors. By responding to three research questions, the paper aims to contribute to the academic discussion and proposes to offer useful cues of reflection to the insurance management, since the dissemination of new technologies needs to move towards continuously updated business models.

Gelişen teknoloji, teknolojinin beraberinde getirdiği hız ve küreselleşme, değişimlere ayak uydurabilme ve esneklik, günümüzde işletmelerin yoğun bir rekabet ortamında bulunmaları sonucunu doğurmuştur. Artık başarılı olmak isteyen bir banka, müşterilerini iyi tanımalıdır ve onun isteklerine cevap verebilmelidir. Buradan hareketle hazırlanan bu çalışmada ilk olarak müşteri memnuniyeti ile ilgili teorik bilgiler verilmiş ve daha sonra bireysel bankacılıkta müşterilerin memnuniyetini etkileyen faktörler araştırılıp bu faktörlerin birbirleriyle olan ilişkileri tespit edilmeye çalışılmıştır. Böylece müşteri memnuniyet düzeyini arttırmayı hedefleyen bankaların asıl olarak değerlendirmesi gereken faktörlerin ne olduğu tespit edilmeye çalışılmıştır. Araştırma sonucunda hizmet kalitesinin müşteri memnuniyeti üzerinde önemli bir etkiye sahip olduğu tespit edilmiştir.

Customer Relationship Management (CRM) is a much-used phrase in the current business environment. It is promoted as a strategy to attract and retain profitable customers. The model grew out of the realisation that customer loss and the subsequent attraction of new customers is an ever increasing corporate cost; the need to improve customer retention; and a recognition of the value in increasing the share of each customer's business in organisations. Each of these is relevant to the delivery of information services in University libraries. Taking CRM one step further is the Peppers & Rogers "1:1 enterprise" i model of customer driven service. The traditional aggregate market approach focuses on one product or service at a time, and then tries to find as many customers as possible who want that specific need satisfied, for example reference services in university libraries. This is the manner in which most university libraries have operated. The customer driven approach focuses on one customer at a time, with the aim of satisfying as many of that particular customer's needs as possible. Griffith University Brisbane, Australia is developing 1:1 learning relationships ii between the university's academic staff and Information Services staff to create a new customer service dynamic. Customer-driven competition and 1:1 marketing is more usually regarded as a prerequisite for commercial success. At Griffith our customers and our Information Services staff are together redefining what it means to participate in partnerships and alliances that will ultimately benefit the teaching/learning process, the students, and the whole university as it creates a market position of strength. This paper will demonstrate that the "1:1 relationship" principles can deliver enhanced service partnerships and efficiencies in a University Library and Information Service environment. It will also demonstrate the applicability of a model that was developed for the commercial world to a not-for-profit service environment. Building strong and focussed customer relationships will strengthen the leadership position of academic libraries in the delivery of information services and information technology, and especially in building ongoing relationships for the benefit of the teaching/learning process.

Global investments in information technologies are constantly growing as the result of quick changes in technologies, globalization process, accelerating pace of life and increase in the importance of information to the modern society. Thus, the latest information technologies and systems are emphasized as one of the most important features of competitive ability of an organisation. As information technologies are getting more and more important in determining the advantage of a company in the business world, CEOs of organisations should pay more attention to implementation of systems that contribute to operational capacity of the entire organisation. In order to ensure success of an organisation, it is important to look for new investment solutions helping companies to develop individualized and differentiated ways of interaction with customers, ensuring their loyalty and allowing to maintain competitiveness in the market. More and more often, customer relationship management syste...

The general objective of the study is to determine the effect of direct selling strategies on customer loyalty in the Nigerian banking industry. The cross sectional survey research design method was adopted. The sample objects were 226 staff of some selected commercial banks in Asaba, Delta State. A validated structured questionnaire was used to illicit responds from respondents. The multiple regression analysis was used as analytical tools for testing the hypotheses. The findings revealed that face-to-face communication, sales technology, sales team relationship commitment as components of direct selling strategies exhibited a significant positive impact on customer loyalty. The study therefore, recommends that competitive pressures to respond to the next generation and the growing use of technology among all age groups require the direct selling industry to find the right balance of high tech and high touch.

Human face image analysis has been one of the challenging fields over the last few years. Currently, many commercially available systems can interpret face images in an efficient way but are generally limited to only one specific application domain. On the other hand, cameras are becoming a useful tool in human life and are the vital constituent of most of the interactive systems. In this regard, we present a technique to develop a unified set of features extracted from a 3D face model. These features are successfully used for higher level facial image interpretation in different application domains. We extract the feature once and use the same set of features for three different applications: face recognition, facial expressions recognition and gender recognition and obtain a good accuracy level while preserving the generality and efficiency of our feature extraction technique. The proposed technique is easy to implement and real time.

In this paper, a novel K-means clustering algorithm is proposed. Before running the traditional Kmeans, the cluster centers should be randomly selected, which would influence the time cost and accuracy. To solve this problem, we utilize density distribution analysis in the traditional K-means. For a reasonable cluster, it should have a dense inside structure which means the points in the same cluster should tightly surround the center, while separated away from other cluster canters. Based on this assumption, two quantities are firstly introduced: the local density of cluster center ρi and its desperation degree δi, then some reasonable cluster centers candidates are selected from the original data. We performed our algorithm on three synthetic data and a real bank business data to evaluate its accuracy and efficiency. Comparing with Traditional K-means and K-means++, the results demonstrated that the improved method performs better.

Most companies struggle with the issue of what products to offer their existing customers. An important CRM goal is offering customer what they are most likely to buy, not necessarily what they they ask for. The key is to offer customers what they are must likely to buy, given that an offer or recommendation is made. We describe the development of a B2B CRM system that provides tactical sales support through the use of sensor (GIS) and account management data. It deploys hierarchical Bayes models of purchase behavior that condition on sales interventions, and that incorporate customer covariates to account for heterogeneity. We compare our procedure to the company's current practices, and provide an contextual computing IT systems perspective.

The implications of integrating CRM and RM strategies in the context of the hotel environment, however, have received little attention. The key questions that need to be addressed are: who should be targeted with CRM efforts and how will those efforts affect the RM process? This paper examines the relationship between CRM and RM. By means of the life time/profitability approach to customer segmentation proposed by Reinartz and Kumar in 2002, the appropriate customer segments to target with CRM efforts are identified and a supporting RM strategy is outlined for each segment. These include traditional RM, lifetime value-based pricing, availability guarantees and short-term and ad hoc promotions. The impact of these RM strategies on business processes in relation to customer segmentation, demand forecasting, information systems management and human resource management is addressed.

Hospitality firms are expanding traditional revenue management (RM) practice to focus on customer value and strategic profit management. Participants in series of semi-structured interviews suggested that revenue management is moving away from a sole focus on top-line rooms revenue toward a bottomline orientation focused on the customer. Thus, RM will expand to multiple revenue sources and encompass a multi-channel demand management approach. The interviews with sixteen senior hotel leaders, RM vendors, and solution providers highlighted the importance of profit, rather than just revenue, given rising distribution and variable costs. Despite the attraction of other revenue and profit sources, such as F&B, spas, and function space, the participants noted that expanding RM to those areas involves complexities not found in the rooms division. Ideally, hoteliers seek to assess the value of each customer’s patronage and develop a specific relationship with each customer. With changes env...

The paper presents the particularities of the logistics and supply chain management in the pharmaceutical industry and discusses the factors which influence drugs diffusion speed on the Romanian market. On the one hand, customer satisfaction, as an outcome of ...

Persaingan bisnis yang semakin kuat dan banyaknya perusahaan distributor ban di setiap daerah, membuat para pemilik usaha berusaha memberikan layanan jasa dan harga yang murah untuk mempertahankan pelanggan. Hal ini dikarenakan bahwa mempertahankan pelanggan jauh lebih sulit dibandingkan dengan mencari pelanggan baru, namun terdapat beberapa permasalahan terkait pengolahan data pelanggan dimana perusahaan kesulitan mengatur data pelanggan, penyebaran informasi promo dan kontak pelanggan tidak lengkap maka permasalahan inilah yang membuat perusahaan kesulitan dalam mempertahankan pelanggan yang potensial bagi perusahaan. Sistem yang dapat mengelola, menyajikan data pelanggan dan promosi sehingga perusahaan mengetahui pelanggan tersebut termasuk pelanggan potensial bagi penjualan atau tidak, menjadi hal yang diperlukan saat ini. Data pelanggan yang terorganisasi dengan baik dan dapat menampilkan peluang di setiap penjualan menjadi tujuan penelitian ini, sehingga dirancanglah sistem Analytical Electronic Customer Relationship Management (CRM) untuk lebih mempermudah, mencatat dan memilih data selama proses penjualan serta membantu dalam membina hubungan dan kepuasan pelanggan. Hasil penelitian ini adalah rancangan sistem Analytical e-CRM yang diimplementasikan dalam sebuah aplikasi.

PT Dirgantara Indonesia (PTDI) bergerak di bidang rekayasa, manufaktur produksi untuk kepentingan komersial dan militer yang berhubungan dengan kedirgantaraan, termasuk  perawatan peralatan barang. Seiring dengan perkembangannya, PTDI tidak hanya memproduksi berbagai pesawat tetapi juga helikopter, menyediakan pelatihan dan jasa pemeliharaan (maintenance service) untuk mesin-mesin pesawat dan peralatan lainnya. PTDI juga pernah menjadi rekanan sub-kontraktor untuk industri-industri pesawat terbang besar di dunia seperti Boeing, Airbus, General Dynamic, Fokker dan lain sebagainya. Metrology merupakan bagian yang bertugas dalam melakukan pelayanan dan service  dalam perbaikan dan pemeliharaan mesin atau peralatan barang yang sering digunakan dalam proses pembuatan pesawat tersebut. Metrology pada saat ini dirasa belum  dapat memaksimalkan strategi dalam menangani aktivitas yang berhubungan dengan pelanggan dimana sistem yang membantu perusahaan khususnya pada bagian metrology  dalam m...

E-government began to take shape at a local level in the UK at the beginning of the last decade, promising a transformation in the delivery of public services. A core element of this transformation effort entails the implementation of new organisational technologies; of particular note is those designed to support customer relationship management (CRM). The main protagonist (rhetorically at least) in the unfolding of local e-government -the public services' customer -is of chief concern in this thesis. While there is a well-established academic critique of customer-focus in public sector contexts, little is known about how the notion is being played out in the practice of e-government -it is here that this thesis is located. The single case study research design is underpinned by a social constructionist epistemology and employs a discourse analysis approach. The methods used are open-ended interviews, observation, and document analysis. In addition to the significant role played by CRM-supporting technologies, the research findings identify a multi-faceted customer-focus framework -in the shape of a new institutional home, the restructuring of roles and responsibilities, the reorganization of workflow, and a cultural reorientation -which is serving to scaffold and 'perform' the public services' customer. Thus, in the face of organizational 'resistance' and the academic critique, it is argued that the linguistic and material instantiation of a customer-focus narrative is a significant discursive achievement, one that relies on the remarkable appeal and versatility of the 'customer'. It is claimed that the thesis' findings and its explanatory framework constitute both empirical and theoretical contributions to a number of disciplines. In conclusion, implications are drawn for the relationship between state agencies and the individual and it is argued that a more ambitious relationship requires more innovation and, crucially, more imagination.

Objective
A review of Iran’s economic conditions, particularly the financial system in recent decades, reveals its limited participation in international banking. The lack of access to financial markets for investment and trade, limited services offered by domestic banks, their inability to compete in global financial markets, and economic sanctions have created significant challenges in engaging with the international economy. The establishment of offshore banks in Iran’s free trade-industrial zones could serve as an initial step and a connecting link to align with the global economy and enter international financial markets effectively. These banks, by offering a wider range of services, could facilitate capital flow, encourage foreign investment, and enhance the competitiveness of Iranian financial institutions significantly. In addition, such banks could contribute to the development of international trade and help alleviate the existing economic pressures faced by local businesses and individuals. Designing and creating an operational model for utilizing any tool in the field of economics and management is essential for achieving sustainable growth. This study aims to provide an analytical and explanatory framework for establishing such a bank in these free zones

Objective
Macroeconomic shocks place significant pressure on banking systems and are among the most common causes of financial crises. Such crises may arise from a combination of national economic and political conditions, as well as social dynamics and internal structural weaknesses within the banking system. The costs of such financial crises and their significant impact on real production in many crisis-affected countries require defining and classifying the types of banking crises and finding effective triggers in every banking crisis. Finally, providing banking crisis management solutions is essential. This study sought to address the following research questions: What constitutes a sales crisis in Iran’s banking system? And how can this crisis be effectively managed within Iran’s banking industry—particularly in private commercial banks—through the identification of key factors contributing to the sales crisis?

Methodology
This study employed a mixed-methods research design. To identify the factors influencing the banking sales crisis, purposive sampling was used to select individuals from the banking community who possess extensive knowledge and expertise in the subject area. Semi-structured interviews were conducted with 15 professionals from the banking sector, including branch managers, marketing managers, research and development managers, public relations managers, and corporate banking managers from private commercial banks. The adequacy of the qualitative sample size was ensured through theoretical sampling, continuing until data saturation was achieved. The identified factors were then synthesized into a final model using Structural-Interpretive Modeling (ISM)

Reliability is an issue of importance in Web service applications, as they often expose an enterprise's critical processes, such as finance, insurance, customerrelationship management, or sales. Reliability can be ensured by providing compensations for faults, but the complexity of the applications makes it impossible to anticipate all the scenarios that the applications might encounter. An approach to error tolerance needs to be provided. In this chapter we show that even when online applications are complex, the service-oriented architecture of Web services provides an excellent basis for our redundancy-based approach to error tolerance. Our studies and theories in software robustness demonstrate that: (i) robustness can be achieved through redundancy; (ii) by being able to represent and conciliate multiple viewpoints, agents are an appropriate unit for adding redundancy; and (iii) agents having different algorithms but similar responsibilities can produce the needed redundancy. We integrate Web services as part of the functionality of the agents that provide the redundancy.

This paper gives an introduction to effective monitoring and evaluation of education. Well-founded feedback called EMEE (Effective Monitoring and Evaluation of Education) represents an interdisciplinary project combining an informatics approach with mathematical and pedagogical methods. The EMEE idea is based on an innovative feedback method integrated into an appropriate learning management system. The added value lies in new information for teachers discovered by data mining, statistical and analytical data processing. The result will be clearly visualized in diagrammatic form (graphs and tables). EMEE functionalities will be available in the most widespread and most popular LMS Moodle. All fundamental principles including the conceptual database model are described in this paper.

The implementation of information technology in enterprises develops customer relationship management, which has the role of improving customer satisfaction. By sharing certain information, it is also possible to maintain effective relationships with customers, but also to maximize profit. The use of social media platforms, in parallel with the implementation of information technology, strengthens the trust of customers, through the reviews of the end consumer. In this unique interview-based case study approach, we empirically describe a conceptual model. Production and distribution departments of operational flows, implement digital technology, becoming an artificial intelligence-optimized system. New intelligent manufacturing capabilities are transforming the relationship between the company and customers from one focused on product to one oriented towards creating value and services, even personalization of them.

The purpose of this research is to study on customer satisfaction towards Satyam traders. The descriptive research method such as survey and questionnaire method was used to collect data. Non-probability and convenience sampling method was adopted with the sample size of 120 respondents. To analyze the customers and satisfaction towards it frequency analysis and chi-square tools were used. The study shows that the organization is essential for the organization to motivation their customers to satisfied with peanuts product for achieving the organizational goals and objectives.

This study investigates the impact of Customer Relationship
Management Capabilities (CRMC) and Marketing–Sales Collaboration
(CMS) on relationship preservation and business success
in Business-to-Business (B2B) enterprises, integrating the
Resource-Based View (RBV) and Systems Theory. Using data
from 649 B2B companies across nine Latin American countries,
the study employs a multi-method empirical approach combining
Covariance-Based Structural Equation Modeling (CBSEM),
Necessary Condition Analysis (NCA), and fuzzy-set Qualitative
Comparative Analysis (fsQCA). Findings reveal that the
synergistic interplay between CRMC and CMS is central to
enhancing interdepartmental collaboration and sustaining
relationship maintenance, which drive superior customer relationship,
sales, and financial performance. The results underscore
that business success is achieved through the positive
integration of technological, human, and organizational
resources, particularly the combination of CRMC and CMS,
regardless of contextual or cultural differences. This research
advances the RBV by integrating Systems Theory, providing
empirical insights into how the orchestration of these resources
creates value in emerging market contexts.

There is growing interest in ecosystems as an approach for understanding the context of entrepreneurship at the macro level of an organizational community. It consists of all the interdependent actors and factors that enable and constrain entrepreneurship within a particular territory (Stam, 2015; Adner, 2017; Stam & Spigel, 2018). Although growing in popularity, the entrepreneurial ecosystem concept remains loosely defined and measured. This paper shows the value of taking a systems view of the context of entrepreneurship. We develop a systems framework for studying entrepreneurial ecosystems, develop a measurement instrument of its elements, and use it to examine the quality of entrepreneurial ecosystems in 12 regions of the Netherlands. We measure the quality of entrepreneurial ecosystems with an index value comprising 10 ecosystem elements and measure entrepreneurial outputs with the prevalence of high-growth firms. We find that the quality of entrepreneurial ecosystems is stron...

In today's competitive world, knowledge has become the strategic resource in many organizations. Nonaka believes that in today's volatile situation, the only viable source of sustainable competitive advantage is knowledge. Thus, the knowledge management has become a major task for organizations that are looking to take advantage of this valuable asset. In this case the goal of this study is to examine the gaps between current and ideal state of knowledge management in the Department of Physical Education in Iran. Research's method was descriptive-menstruation. Study sample consisted of all employees of the Department of Physical Education of Kurdistan that were 320 members and it was selected by using Morgan table that were 175 members. The reliability of the questionnaire was measured and verified based on Cronbach's Alpha for the knowledge management dimension equals 0/89. Also a questionnaire to be standardized and be normalized in internal research, ensure validity of test. Used statistical methods in current study is use SPSS software and descriptive statistics to describe sex, age, education level and staff's job precedence variables and Kolmogorov -Smirnov test (K-S) to verify data to be normal and to verify or reject hypothesis, Paired t-test is been used. Research results showed, there are meaningful differences among knowledge management Dimensions, including Technology infrastructure, organizational culture and organizational structure from the perspective of the Kurdistan's physical education staff in current situation with the ideal situation.

In today's competitive world, knowledge has become the strategic resource in many organizations. Nonaka believes that in today's volatile situation, the only viable source of sustainable competitive advantage is knowledge. Thus, the knowledge management has become a major task for organizations that are looking to take advantage of this valuable asset. In this case the goal of this study is to examine the gaps between current and ideal state of knowledge management in the Department of Physical Education in Iran. Research's method was descriptive-menstruation. Study sample consisted of all employees of the Department of Physical Education of Kurdistan that were 320 members and it was selected by using Morgan table that were 175 members. The reliability of the questionnaire was measured and verified based on Cronbach's Alpha for the knowledge management dimension equals 0/89. Also a questionnaire to be standardized and be normalized in internal research, ensure validi...

Tujuan penelitian adalah melakukan suatu analisa terhadap strategi pemasaran yang sedang berjalan pada PT. Red Point Indonesia, untuk kemudian merancang aplikasi e-marketing. Metodologi penelitian yang digunakan dalam skripsi ini adalah metode analisis, yaitu studi pustaka, studi lapangan dan analisis proses bisnis serta metode perancangan sebuah aplikasi e-marketing. Aplikasi E-Marketing ini berisi fitur-fitur seperti Property news, Search property, Email subscribe, Broker. Dapat disimpulkan bahwa aplikasi e-marketing ini memberikan cara baru dalam membangun dan menjaga komunikasi atau hubungan baik dengan customer. Dengan adanya e-marketing, perusahaan akan dapat meningkatkan kepuasan customer serta menciptakan loyalitas.

PurposeThis paper seeks to investigate the influence of Porter's strategy types on the use of customer relationship management (CRM) techniques and traditional market research, against theoretical and empirical evidence that differences in strategy types may result in variation in favoured marketing information sources and procedures.Design/methodology/approachDepth interviews generated a series of scale items, which were combined with others derived from the literature in a questionnaire measuring strategy types, the roles of market research, and the characteristics of CRM systems. Responses were obtained from 240 senior marketing managers in Australia, and applied to the testing of five research propositions.FindingsANOVA found no differences in CRM usage among the strategy types. Variation was widespread, however, in four roles of traditional market research: enhancing strategic decision making, increasing usability of existing data, presenting plans to senior management, and...

This study investigated the alignment between market research, business strategy and customer relationship management (CRM). With the introduction of advanced IT systems which collect and model internal customer data (CRM), marketing managers face new choices when seeking information to facilitate their particular business strategy. A survey of market research (MR) and CRM usage was conducted among 207 marketing managers. The findings showed the Miles and Snow Prospector strategists placed greater reliance on both MR and internal CRM data systems than did Defenders. This applied in their tasks of developing new strategies and in enlisting senior management support for their actions. As Prospectors were the most reliant on both traditional market research and CRM systems, they need to be skilled in using CRM in conjunction with traditional research methods. Marketing managers who use CRM will need to foster functional relationships with the technical specialists who run CRM systems.

The market research environment is transforming rapidly and research suppliers may not be keeping up with changing research client needs. This paper examines research client perceptions of current research supplier performance and future competencies. The key findings are ...

The accelerated development of e-commerce has been a concern for businesspeople. Businesspeople should be able to gain customer interest in a variety of ways so that their companies can compete with others. Analyzing click-flow data will help organizations or firms assess customer loyalty, provide advertising privileges, and develop marketing strategies through user interests. By understanding consumer preferences, clickstream data analysis may be used to determine who is participating, assist companies in evaluating customer contentment, boost productivity, and design marketing strategies. This research was performed by defining experimental user interests using Dynamic Mining and Page Interest Estimation methods. The findings of this analysis, using three algorithms at the pattern discovery page, demonstrated that the Decision Tree method excelled in both methods. It indicated that the operational performance of the Decision Tree performed well in the assessment of user interests with two different approaches. The findings of this experiment can be used as a proposal for researching the field of web usage mining, collaborating with other approaches to achieve higher accuracy values.

The main aim of this study is to investigate the impact of customer relationship management (CRM) on consumer buying behavior. The researcher used primary data through a close-ended structured survey were distributed at banks customers in Palestine, and the second source of data is the interviews with selective banks top management in Palestine who is dealing with CRM. The results of this research work revealed that there is a positive strong relationship between CRM and consumer buying behavior. Consumer buying behavior explained 75.75% of the variance (R² = 0.7575, F (1,98) = 375,703, P < 0.05). The researchers found that consumers buying behavior significantly predicted CRM. Moreover, integrated marketing communication tools have no significant impact on consumers buying decisions, sales promotion is the most important tool that has a consensus from the respondents that it affects their decisions. The study recommends banks to update their CRM systems to obtain the most recent data about their customers along with adopting the last cutting-edge technologies used in CRM systems to better analyzing the customers' data. Furthermore, researches advice banks to have better views about the benefits of successful CRM systems within the same industry in order to obtain a comprehensive and precise system that could gain more benefits for customers in one hand, and on the other hand gain more profits for the banks by retaining the profitable loyal customers.

The paper presents an aiding model to support the management of a high quality e-commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer, it is possible to supply a personalised and high quality service. A segmentation model, based on the "relationship evolution" between users and Web site, is developed. The method permits the provision of a specific service management for each user segment. Finally, some preliminary experimental results for a sport-clothing industry application are described.

The transaction is the basic unit of economic analysis (Commons, 1934) and it has continued to grow over the decades, within the customer/supplier relationship. The stable cooperation of customer/company relations was explained by rational criteria of price, quality, deadlines, after-sales service and reliability , but also by irrational elements such as personal relationships, a certain confidence in a brand , as well as a good reputation of the supplier, leading to a relational duration resulting from a global social and economic satisfaction, without the obligation to resort to legal arrangements to enforce its rights . Digital technology, through its immediacy, has changed the management of customer/company relationships, in the field of social and commercial relations, as we will demonstrate in this study.

Companies have both large certified enterprises and small unauthorized service providers as their competitors in the automotive supply industry. As technology related industries undergo more intensive competition, churn detection and prediction become essential to be precautious about leaving customers. The literature for churn detection offers numerous statistical and intelligent methods. In this study, Artificial Neural Networks and Decision Trees are applied to detect the churn in and analyze the validity of these methods for the automotive supply industry. The problem involves both categorical and continuous numerical decision inputs which cannot simultaneously fed into Decision Trees. In this case, continuous inputs should be divided into binary categorical ones by splitting into various intervals which are called buckets. Particle Swarm Optimization algorithm is implemented for finding optimal buckets for the churn problem data. Results indicate that while both algorithms are promising, the bucket tuning for Decision Trees complicate the churn detection process.

Today, one of the most important and valuable capitals in any organization is knowledge. Rapid changes and high growth of knowledge and information lead any organization to concentrate its effort on knowledge management to improve organizational abilities. Therefore, studying effective factors in the implementation of knowledge management is of great importance from cultural, structural, and technological aspects. This research is applicable in terms of goal and is a descriptive survey in terms of data collection. The statistical population consisted of 600 official employees of Hormozgan Steel Company which 234 of them were selected as sample through stratified random sampling and Cochran Formula. A questionnaire was used for data collection. The results indicated that the mentioned company suffers from lack of implementation of knowledge management in terms of culture aspect but in terms of two other aspects, i.e. technology and organizational structure, knowledge management establishment is in good condition.

Banks play a vital role in the socio-economic development of our country. Banks offer several facilities to enhance the standard of living of our citizens. In the past, owing to lack of information and proper guidance, the general public could not avail the full benefits from the banking industries to improve their standard of living. It is now undeniable that the face of the Indian consumer is changing. This is reflected in the change in the income pattern of the urban household. The direct fallout of such a change will be the consumption patterns and hence, the banking habits of Indians, which will now be skewed towards retail-products. At the same time, India compares pretty poorly with the other economies of the world that are now becoming comparable in terms of spending patterns with the opening up of our economy. Customer service management is a key component of business today. The concept is very crucial as it incorporates customer, customer service, customer satisfaction, customer value, customer loyalty, customer retention, etc. In one word, it is linked to Customer Relationship Management (CRM) and Customer Experience Management (CEM). So far as jargons are concerned, more or less relationship Marketing, CRM and customer service management are interchangeably used. Relationship Marketing attracts maintains and enhances customer relationship

Data mining is a useful and powerful tool for any organization especially for marketing people. Data mining is used in managing relationships with customers. New trends in customer relationship management -CRMhave growth. One of them is social customer relationship management -sCRM-. The major problem here is data accessibility. If the research process is not started from inside the organization, the researchers cannot have access to customer's data. In this research paper, the research creates a survey to find out available customer's data sets that can be used in academic research. In addition, the research reviews basic concepts of CRM and Data Mining Techniques. Finally, the research focuses on current challenges of mining customer's data from business perspective and analytical customer relationship management -aCRM-.

The Social Brand Intelligence Framework (SBIF), an integrated architecture that converts dispersed social data into useful strategic intelligence, was developed and empirically validated in this study to address important gaps in marketing analytics. Unlike traditional methods that treat data collection, processing, and activation as separate processes, SBIF creates four interconnected layers: Nestlé's 65% latency reduction through API integration exemplifies how the Input Layer resolves platform heterogeneity via middleware-enabled data harmonization. To measure causal relationships between sentiment and market outcomes, the Processing Layer employs transformer-based natural language processing. Notably, it demonstrates that sales declines are predicted to be preceded by an increase in anger intensity with high statistical significance. The output layer enhances existing brand equity models by establishing sectorspecific brand equity dynamics and revealing sentiment, which directly influences CPG sales but is irrelevant for luxury brands. As demonstrated by Unilever's 11-week product reformulation cycle, the Optimization Layer achieves 44% improvements in engagement efficiency by institutionalizing organizational learning through quasi-experimental feedback loops. Importantly, triangulated evidence shows that algorithmic accountability and organizational absorptive capacity-where cross-functional teams achieve 2.4× faster iteration-are crucial to SBIF's success, with bias audits significantly increasing consumer trust. By integrating Information Processing Theory, Attribution Theory, and Dynamic Capabilities into a coherent framework and identifying boundary conditions such as network mapping limitations in low-involvement categories, SBIF advances scholarly understanding. Practically, it reinterprets social intelligence as a relational infrastructure where consumers and brands collaboratively generate value through conversations mediated by algorithms, requiring ongoing adjustments across ethical, human, and technical aspects. Future research must develop culture-specific NLP taxonomies, model resilience amid platform turbulence, and extend SBIF to B2B environments.

This study focuses on the role of marketing in the core business processes of companies and examining how those core business processes affect the financial performance of companies. This was done by creating a conceptual framework that included role of marketing in the core business processes, three core business processes that were product development management, supply chain management and customer relationship management and financial performance measures based on previous research and academic literature. The conceptual framework is based on six hypotheses developed from the literature review. The data used in this study was from StratMark's Markkinoinnin tila 2010-survey. The data was collected through an online questionnaire that targeted the senior management of Finnish companies. The questionnaire was send to 15,941 executives 1134 of whom completed the survey. The data was analyzed using two multivariate methods. Firstly, confirmatory factor analysis was used to develop the measurement model. Secondly, a structural equation model was used to test the hypotheses. The results of this thesis show that marketing does have a strong positive relationship with the three core business processes, especially with customer relationship management. This thesis also offers support for the positive relationship between the three core business processes and financial performance of a company however this relationship is not as strong as the one between marketing and the three core business processes. Based on the findings of this study managers are recommended to integrate marketing with their core business processes. This thesis provides a simple and generalized model that links marketing, core business processes and financial performance together. KEYWORDS: Marketing, core business processes, product development management, supply chain management, customer relationship management, market-based assets, market-based capabilities, resource-based view, financial performance III AALTO-YLIOPISTON KAUPPAKORKEAKOULU TIIVISTELMÄ Markkinoinnin laitos Pro gradu -tutkielma Anssi Kiesi MARKKINOINTI, MARKKINA RESURSSIT JA -KYVYKKYYDET, YDINLIIKETOIMINTA PROSESSIT JA TALOUDELLINEN SUORITUSKYKY SUOMALAISISA YRITYKSISSÄ Tämä tutkimus keskittyy markkinoinnin rooliin yrityksen ydinliiketoimintaprosesseissa ja tutkii miten nämä ydinliiketoimintaprosessit vaikuttavat yritysten taloudelliseen suorituskykyyn. Tutkimus tehtiin luomalla konseptuaalinen viitekehys, joka perustui aikaisempaan tutkimukseen ja akateemiseen kirjallisuuteen. Viitekehys sisälsi markkinoinnin roolin ydinliiketoimintaprosesseissa, kolme ydinliiketoimintaprosessia, jotka olivat tuotekehityksen johtaminen, toimitusketjun johtaminen ja asiakassuhteiden johtaminen sekä taloudellisen suorituskyvyn mittarit. Tämä viitekehys perustui kuuteen hypoteesin, jotka kehitettiin tutkimuksen teoriaosuudesta. Tutkimuksessa käytetty aineisto perustui StratMark:n Markkinoinnin tila 2010-tutkimukseen. Aineisto kerättiin käyttämällä verkkopohjaista kyselylomaketta, joka oli suunnattu suomalaisyhtiöiden johdolle. Kyselylomake lähetettiin 15941 johtajalle, joista 1134 täyttivät kyselylomakkeen. Aineiston analysoimiseen käytettiin kahta monimuuttujamenetelmää. Ensimmäiseksi käytettiin vahvistusfaktorianalyysiä mittausmallin kehittämiseen. Toiseksi käytettiin rakenneyhtälömallia hypoteesien testaamiseen. Tämän tutkielman tulokset osoittavat markkinoinnin vahvan positiivisen suhteen yrityksen ydinliiketoimintaprosesseihin, erityisesti koskien asiakassuhteidenjohtamista. Tämä tutkielma tukee myös ydinliiketoimintaprosessien ja yritysten taloudellisen tuloksen välistä positiivista suhdetta, mutta tämä suhde ei ole niin vahva kuin markkinoinnin ja ydinliiketoimintaprosessien välillä. Tämän tutkielman tuloksien perusteella yritysjohdolle suositellaan markkinoinnin integroimista yritysten ydinliiketoimintaprosesseihin. Tämä tutkielma tarjoaa yksinkertaisen ja yleistetyn mallin, joka yhdistää markkinoinnin, ydinliiketoimintaprosessit ja taloudellisen suorituskyvyn.

This study focuses on the role of marketing in the core business processes of companies and examining how those core business processes affect the financial performance of companies. This was done by creating a conceptual framework that included role of marketing in the core business processes, three core business processes that were product development management, supply chain management and customer relationship management and financial performance measures based on previous research and academic literature. The conceptual framework is based on six hypotheses developed from the literature review. The data used in this study was from StratMark's Markkinoinnin tila 2010-survey. The data was collected through an online questionnaire that targeted the senior management of Finnish companies. The questionnaire was send to 15,941 executives 1134 of whom completed the survey. The data was analyzed using two multivariate methods. Firstly, confirmatory factor analysis was used to develop the measurement model. Secondly, a structural equation model was used to test the hypotheses. The results of this thesis show that marketing does have a strong positive relationship with the three core business processes, especially with customer relationship management. This thesis also offers support for the positive relationship between the three core business processes and financial performance of a company however this relationship is not as strong as the one between marketing and the three core business processes. Based on the findings of this study managers are recommended to integrate marketing with their core business processes. This thesis provides a simple and generalized model that links marketing, core business processes and financial performance together. KEYWORDS: Marketing, core business processes, product development management, supply chain management, customer relationship management, market-based assets, market-based capabilities, resource-based view, financial performance III AALTO-YLIOPISTON KAUPPAKORKEAKOULU TIIVISTELMÄ Markkinoinnin laitos Pro gradu -tutkielma Anssi Kiesi MARKKINOINTI, MARKKINA RESURSSIT JA -KYVYKKYYDET, YDINLIIKETOIMINTA PROSESSIT JA TALOUDELLINEN SUORITUSKYKY SUOMALAISISA YRITYKSISSÄ Tämä tutkimus keskittyy markkinoinnin rooliin yrityksen ydinliiketoimintaprosesseissa ja tutkii miten nämä ydinliiketoimintaprosessit vaikuttavat yritysten taloudelliseen suorituskykyyn. Tutkimus tehtiin luomalla konseptuaalinen viitekehys, joka perustui aikaisempaan tutkimukseen ja akateemiseen kirjallisuuteen. Viitekehys sisälsi markkinoinnin roolin ydinliiketoimintaprosesseissa, kolme ydinliiketoimintaprosessia, jotka olivat tuotekehityksen johtaminen, toimitusketjun johtaminen ja asiakassuhteiden johtaminen sekä taloudellisen suorituskyvyn mittarit. Tämä viitekehys perustui kuuteen hypoteesin, jotka kehitettiin tutkimuksen teoriaosuudesta. Tutkimuksessa käytetty aineisto perustui StratMark:n Markkinoinnin tila 2010-tutkimukseen. Aineisto kerättiin käyttämällä verkkopohjaista kyselylomaketta, joka oli suunnattu suomalaisyhtiöiden johdolle. Kyselylomake lähetettiin 15941 johtajalle, joista 1134 täyttivät kyselylomakkeen. Aineiston analysoimiseen käytettiin kahta monimuuttujamenetelmää. Ensimmäiseksi käytettiin vahvistusfaktorianalyysiä mittausmallin kehittämiseen. Toiseksi käytettiin rakenneyhtälömallia hypoteesien testaamiseen. Tämän tutkielman tulokset osoittavat markkinoinnin vahvan positiivisen suhteen yrityksen ydinliiketoimintaprosesseihin, erityisesti koskien asiakassuhteidenjohtamista. Tämä tutkielma tukee myös ydinliiketoimintaprosessien ja yritysten taloudellisen tuloksen välistä positiivista suhdetta, mutta tämä suhde ei ole niin vahva kuin markkinoinnin ja ydinliiketoimintaprosessien välillä. Tämän tutkielman tuloksien perusteella yritysjohdolle suositellaan markkinoinnin integroimista yritysten ydinliiketoimintaprosesseihin. Tämä tutkielma tarjoaa yksinkertaisen ja yleistetyn mallin, joka yhdistää markkinoinnin, ydinliiketoimintaprosessit ja taloudellisen suorituskyvyn.

This paper reviews the literature of CRM definitions in order to highlight the impact and the confusion around definitions of CRM. It is emerging the new perspectives in Customer relationship Management. It addresses some issues in the literature review, which constitutes a significant difficulty in the CRM adopting process. The numerous CRM definitions, the advancement in technology and customer knowledge emerging new perspectives in CRM. Content Analysis is carried out to summarize the most features of CRM definitions in Marketing, Relationship Marketing, Management, and Information Systems within ten different classifications which shows the diverging aspects of CRM definitions. A voluminous literature review has been accumulated and categorized into ten categories. The CRM definitions and categories are reviewed and listed in chronological order in Appendix-A. The paper introduces several fresh perspectives for the diversity of CRM definitions and shows CRM as a comprehensive, i...

The number of customer relationship management (CRM) implementations has grown dramatically in recent years. However, few academic studies of the issues associated with the implementation of the concept are available. This paper offers a modest contribution through the analysis of a case study of a CRM implementation at a UK‐based manufacturing company. The case study illustrates that CRM is a complex and holistic concept, organised around business processes and the integration of information technologies. The study also highlights that implementing CRM requires effective leadership, sourcing, targeting and evaluation strategies.

This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when firms share their customer-related information with their supply chain partners.