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The object of this study is digital marketing at an enterprise. The investigated problem is the lack of a sufficient level of systematic consideration of the task to use information communication systems and technologies in the marketing activities of enterprises. Availability of such a system would increase the company’s potential in creating mutual value for the seller and the client when implementing relationship marketing technologies. It is shown that the information and analytical support of the enterprise’s marketing activity can be presented as a tool of the enterprise’s activity, functioning as an element of the enterprise’s management system. Among the general criteria for choosing a CRM system, it is proposed to consider convenience and ease of use, flexibility of system settings for special business needs, price, simplicity. Such consideration of CRM systems and their capabilities provide economic effects that affect the profitability of the enterprise and prevent the impact of negative factors on the development of the company. The proposed procedure for choosing an adequate CRM system was verified on the example of a dental clinic, which made it possible to draw a conclusion about the feasibility of implementing a CRM system in the business under study. It is based on received estimates of short-term and long-term economic effects of the system’s application. Calculated data are provided for support, which showed that the productivity of the administrator’s work increased by 73.3 %, and the average duration of patient care by the doctor, taking into account the time of registration, decreased by 25 %. This is due to the fact that the system makes it possible to perform a quick search on the general electronic database, and the time saved at this stage can be spent on performing additional work. [ABSTRACT FROM AUTHOR]

One of the modern challenges of the organization of marketing activities is the rapid development of digital technologies and information systems as effective tools for promoting products and e-commerce. Therefore, enterprises pay considerable attention to the technological component of business digitalization based on the modernization of IT infrastructure, the introduction of cloud software, and the formation of digital channels using information technology. The key vector of digital transformation should be aimed at increasing the requirements for the level of logistics services, the emergence of new criteria for the quality of logistics services, that is, the formation of a customer-oriented approach to customer relationship management. In view of this, the purpose of this study is to develop scientific and methodological provision of the formation of a system for managing relationships with consumers, taking into account the challenges of the digital environment. To achieve the set goal of the study, the methods of analysis, synthesis, comparison, classification, expert questioning, statistical analysis, structural and logical generalization were used. In the article, the system of management of relationships with consumers is considered as an interrelated set of objects and subjects of management through the implementation of the entire list of functions of management of consumer service processes on the basis of the use of mechanisms of information, organizational and logistical support. The level of use of information and communication technologies in the organization of consumer service processes at Ukrainian enterprises is analyzed. A structural and functional scheme of formation of a system for managing relationships with consumers has been built. The expediency of applying a system approach to the digital transformation of the consumer relationship management system based on the use of information tools and digital channels is substantiated; formation of a qualitatively new culture of marketing communications and omnichannel information environment.

The essence of a cultural enterprise’s digital transformation is the process by which it metamorphoses into a new type of cultural enterprise by using new digital technologies to improve its core business and product concepts. This paper delves into the need for digital transformation in traditional cultural enterprises and devises a strategy for this transformation. It applies data mining technology to customer relationship management, analyzing customer value using the K-means algorithm and weighted association rules. The CRM system, built using data mining technology, can categorize customers into four types and implement corresponding marketing strategies for customers with different values. Using Company A as an example, we verify the impact of this innovative model on revenue, profit, and operational capacity. After the digital transformation of Company A, the operating profit maintains a fast growth rate, in which the difference in profit between December and November reaches 31,132 yuan, and the gap between the company’s inventory turnover rate and that of the same industry in December is only 0.1%. The digital transformation of traditional cultural enterprises has facilitated the company’s rapid growth.

Increasing the efficiency of communications with customers maintains the economic development and growth in the services and food retail industry. One way to succeed in this objective is introducing digital technologies for interaction with clientele. The paper aims to assess the efficiency of the customer loyalty programmes in food retail that are based on digital technologies. Methodologically, the study relies on the system approach, the relationship marketing, and the organisational economics. The index method and comparative analysis are applied to examine the data on customer loyalty programmes of ten food retailers. Comparison of these data reveals the most prevalent tools for attracting customers and helps create a conceptual model of the CRM system that provides for a combination of these tools. Following these findings, the paper specifies the indicators for examining the efficiency of the customer loyalty programmes and develops recommendations on refining the operation of CRM systems by retailers. The research results may become a basis for creation, implementation, and assessment of loyalty programmes of retail chains, which are targeted at enhancing the quality of interaction with clientele.

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The article is aimed at defining the feasibility of using the Sitniks CRM software for small commodity businesses, examining its compliance with the standard and the main competitive advantages among such products. Analyzing and generaling the scientific works of many scholars, the positive impact of high-quality information provision on the activities of the enterprise is proved. However, despite the obvious benefit of using automation systems, a bigger share of Ukrainian entrepreneurs do not use CRM systems (Customer Relationship Management systems) either due to lack of awareness or unsuccessful implementation experience. The article uses comparative and matrix analyses. A comparative analysis of competitors shows that the researched CRM system stands out among others with a high level of flexibility and personalization, which is the main advantage of this software. During the SWOT analysis, the factors influencing the development of the company were worked out in detail. It is found that the main drawback of this software is a relatively long implementation period, and its capabilities and threats are, accordingly, scaling and increasing competitors in a niche. It is concluded that the Sitniks CRM system is not just a system for simplifying and automating business processes, but a platform that has sufficiently powerful functionality due to customization, integration, tracking capabilities and ease of use. The implementation of this software will lead the company to increase productivity, allowing to effectively plan and control, as well as establish strong relationships with customers.

The Customer Relationship Management System (CRM) and the Enterprise Resource Planning System (ERP) are usually established and implemented separately and at different times. They are often procured from different suppliers and manufacturers, and are implemented and managed by separate teams. CRM and ERP systems have, as a rule, separate databases, even when they originate from the same manufacturer. Therefore, as a consequence, special basic records appear (encrypted books), primarily partners, products and services. This creates problems in updating and maintaining data consistency within the firm's information system.CRM and ERP systems overlap into parts of business processes (eg ordering, order confirmation, etc.), creating the potential for creating unnecessary information and documents. A key element in integrating ERP and CRM systems is maintaining the full integration of core records, which include partners, products and services. [ABSTRACT FROM AUTHOR]

The purpose of this work is the appropriate use of technology in the life of every business entity, organization, and financial institution. With the growth of technology, the question of their appropriate use has arisen. The state is the key factor of influence and the main body that regulates the activities of innovation and information. The development of the IT sector is the key to sustainable financial development of the country, which contributes to the inflow of finance to the country. When informatizing society, the main attention is paid to a set of measures aimed at ensuring the full use of reliable, comprehensive and timely knowledge in all human activities. Information technology in the financial sector is a kind of mechanism that provides the whole process of efficient and operational work. After all, the process of economic formation acquires a new meaning. It becomes more productive and more coordinated. In modern conditions, information technologies that provide optimization of activities, integration and communication with the external environment are becoming more widespread and used in today's dynamic market. Over the past 3 years, the IT sector has become one of the important sectors for the export of services in Ukraine. In 2019, it brought in more than 5 billion USD in exports per year. An increase in the share of exports leads to an increase in the share of GDP, so the development of the IT sector should be a priority for sustainable financial development of the country. Namely, facilitating means the introduction of small and medium-sized IT enterprises. Creating competitive software for finance and accounting, namely EPR and CRM systems, facilitates the management of human resources, assets, supplies, and production of the final product. The world market leaders are such representatives as: Oracle, Salesforce, SAP, QuickBooks, 1C etc. Important areas of using IT technologies are also facilitating the exchange of information in the process of working on projects, accelerating document flow, improving planning efficiency, implementation of general business and marketing strategy, finance, HR-strategy, simplification of brand promotion, interaction with target audience , strengthening control over financial costs, etc. In addition, these systems help to set tasks, deadlines, results. The paper covers the assessment of the general state of development of e-commerce in Ukraine. The main criteria for the development of information technology are: information services, computer and telecommunications services. The dynamics of foreign trade in these types is highlighted and the most important consumer countries that use the services of Ukrainian specialists in the labor market are studied.

The article discusses the essence and directions of application of marketing innovations in the communication policy of hotel enterprises. Directions of application of marketing innovations by domestic and foreign hoteliers are closer defined; attention is focused on the importance of innovations in the promotion of a hotel and its services. The practice of leading market actors on the use of tools of «partisan» marketing in their communications with target audiences is generalized. It is noted that marketing innovations must be agreed with the concept of hotel promotion, they must be systematic and be produced constantly. A scheme of implementation of promotions, which are aimed at producing the WOW effect in hotel marketing, is described. The necessity and relevance of the use of digital technologies in the strategies of promotion by the hotel business actors is substantiated; directions of application of digital marketing technologies in the domestic hotel business are defined. It is specified that the transformation of the directions of competitive struggle of hotel enterprises for the attention of the audience has led to the redistribution of advertising budgets in favor of additional marketing tricks – site content, professional shooting, 360-degree video, bright interactive promotional developments, review work, planned SEO, administration of pages in social networks, PR events, contextual promotion. The emphasis is placed on the importance of developing functional landings that will attract attention to a particular service, get more applications, increase the conversion of website and collect a database of contact data for future work. It is determined that marketing innovations are implemented in the direction of personalization, individual marketing experience of the client, development of a CRM-system. The role of messengers and chatbots with artificial intelligence as new channels of attraction of guests to hotel enterprises is considered. The authors pay attention to a number of interesting marketing programs, which include marketing innovations aimed at addressing the challenges for hospitality enterprises caused by pandemics and quarantine measures. It is noted that such programs are developed by marketing firms and industry professionals not only to help hotels, but also to create attractive offers for guests.

Today, the quality of service is a critical factor in business success. According to researches, quality service significantly increases the level of loyalty of consumers and their desire to pay, which in turn affects the level of sales and profitability of the company. Poor service leads to loss of both the customers and the company share in the market. The conception of customer-based service means the additional value of the product for the client in the form of a service, which also provides for the service in the usage and possession of a product. Formation of such value belongs to the functions of marketing. Provided that the demand for the product is formed, the company forms the usefulness of time and place, which provides logistics service, delivery of the product to the client at a certain time and a certain place, which ensures spatial and temporal materialization of demand. Numerous studies show a positive direct link between automation of processes of the customer relationship management, which ultimately provides control over non-financial performance indicators of interaction with buyers. It is determined that a client-oriented approach is a type of interaction with the buyer, which provides additional profit and flow of customers due to a deep understanding and satisfaction of their needs. Client-orientedness involves the introduction of the conception of customer relationship management (CRM). The article determines that the implementation of a CRM system is part of automation of the conception of the client-oriented approach to doing business. CRM is a business strategy that focuses on understanding and managing the needs of potential customers. This allows to draw the main conclusion: introduction of both the conception of client experience and the standards of customer service requires effective control, the instrument of which is a CRM system, which ensures the measurement of customer loyalty on the basis of the digital business model laid down in its basis.

The article presents the results of expert surveys conducted by international organizations to determine the current problems, features and trends of client-orientedness of logistics service in the context of an information environment. A statistical analysis of the indicators describing the level of use of information and communication technologies in the management of relations with consumers in Ukrainian enterprises is carried out. The major barriers to digital transformation of logistics services are identified, which are conditionally classified into 6 groups: market, transport, marketing, informational, organizational, and financial-economic. The expediency of applying a client-oriented approach to logistics service in the information economy is substantiated. A digital strategy for the transformation of client service is proposed, the implementation of which will provide obtaining of a synergistic effect, combining the economic, social and ecological. Prospects for further research include the development of an organizational-economic mechanism for managing relationships with consumers in the context of the marketing strategy of enterprises in the information economy.

The growing trend of focusing on customer focus, combined with business informatization, is becoming a critical aspect of the competitiveness of modern enterprises, regardless of their size. The introduction of new technologies by small enterprises allows them to develop and grow rapidly. This article is aimed at determining the readiness to use CRM systems in small businesses, as well as identifying the factors that small companies take into account when deciding on the implementation of the CRM. In the article, a holistic view of the use of the needs in the development of the CRM systems for small businesses is presented. [ABSTRACT FROM AUTHOR]

The subject of the article relates to customer segmentation in the process of managing customer relationships and value in organizations, which aims to adapt products and services to customer expectations in the best way possible. In relations with the customer, it is very important to collect and use information about customers, their preferences and likings, in a skilful manner – recognising the needs and expectations of customers and creating customer profiles. Knowledge in this area makes it easier to make decisions about investing in specific customers and allows you to customize your marketing activities to a specific customer segment. The specificity of each customer requires the development of a unique customer typology. After a general introduction to the theoretical part, the research part of the article has been narrowed down to the issue of eco-innovation. The primary objective of the article is to categorize enterprises operating in the SME sector in terms of eco-innovative attitudes – defining the basic eco-identity profiles (user personas). The empirical part of the article was developed on the basis of the following project: "Network of Service Providers for Eco-innovations in Manufacturing SMEs - ECOLABNET", implemented under the Interreg Program of the Baltic Sea Region 2014-2020. Based on the research, six types of eco-innovative attitudes have been distinguished: Eco-Opportunist, Eco-Booster, Eco-Developer, Eco-Optimizer, Eco-Cautious, Eco-Laggard. Managing customer relationships and value can be supported with the use of CRM-class IT systems. The typology was implemented in the Digital Collaboration Tool system. [ABSTRACT FROM AUTHOR]

This quantitative correlational research examined the correlations between customer relation-ship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medi-um-size companies’ performance. Hence, the specific problem was to determine the beneficial use of a CRM system for customer satisfaction and product innovation. Data were gathered through sur-veymonkey.com. A total of 97 respondents were selected as sample from 10 small- to medium-size companies to answer the survey questions. Respondents were top managers, middle managers, and first-line managers of the selected organization. Statistics of the study were provided with the help of IBM Statistical Package for Social and Sciences version 23. The findings showed a strong correlation between the use of CRM system and customer satisfaction. They indicated the use of CRM system could improve the relationship with existing customers, could help attract prospective customers, and could win back former customers.

This paper explains the concept of CRM, as well as the way this system influences on forming the communication with customers in the future. Through CRM (and systems used to make easier CRM), the companies learn more about their target groups and how to meet their needs, thus improving communication with existing and potential customers. The operating CRM consists of 3 main components: automation of sales, automation of marketing and automation service. This paper analyses the future guidance of CRM development and the way this system can contribute to better product or service placement, as well as the greater consumer satisfaction. The final part of the paper discusses the distinction between traditional and social CRM, and the novelties and advantages that this form of customer relationship management has enabled.

Today, most enterprises need to develop digital technologies and platforms so as to simplify and speed up internal document sharing; to combine and analyze large data sets; to simulate and predict business processes; to conduct complex mathematical calculations; and to significantly transform interactions with customers. The concept of customer orientation is explained, and the development of this approach in the digital economy is outlined. Systematic digitization is essential for the effective development of a customer-oriented approach. One of the main components of this approach is the customer relationship management (CRM) system. The influence of a customer-oriented approach on the management of business processes and on the development of management decisions is analyzed. The architecture for practical implementation of such an approach is proposed on the basis of assessment of the possible transformation of business processes in the digital economy. The transformation of existing business processes in terms of key parameters is essential. The first step is the creation of a uniform integrated information management system, and the last step is to modify the management of the corporate culture and of human resources. [ABSTRACT FROM AUTHOR]

In the last decade, businesses have been under pressure to find innovative ways to meet customers' expectations in an increasingly competitive market. In this vein, businesses have promoted customer relationship management (CRM) systems as a critical contributor to product innovation. This article used quantitative correlational design to examine the relationship between the use of CRM system in small to medium size companies in the United State (US) and product innovation. The data was collected from selected sample by answering SurveyMonkey's questions. IBM Statistical Package for Social and Sciences (SPSS) system, version 23 was used for tabulating and achieving a reliable result. The findings showed that the two null hypotheses were rejected stating that there is a negative correlation between the predictor and criterion variables. [ABSTRACT FROM AUTHOR]

The article discusses the issues of improving measures to optimize the process of modernizing the Trans-Siberian Railway using digital economy technologies. The digital economy provides for the implementation of a number of measures that stimulate the introduction of information and telecommunication technologies in most of the economic sectors of Russia. In the new interpretation, three components of the “Digital Economy” methodology are noted: information infrastructure of e-business, network e-business, e-commerce. All of these components are also part of the Digital Railroad Bratskoe. The railway is the backbone of the entire transport complex of the Russian Federation and is of great socioeconomic, political and defense importance. Compared to other modes of transport, railway transport is determined not only by the large value of the main economic indicators, but also by the volume of transportation work performed, both in freight and passenger traffic. The technological and economic effects from the development and implementation of digitalization projects for both freight and passenger transportation have been determined. A comparative analysis of the used services based on digital technologies was carried out for the predicted economic effect. The project “Digital Railway” was analyzed, in particular, one of the pilot projects “Digital Depot”, implemented on the basis of the service locomotive depot SLD Bratskoye. The effectiveness of this measure is difficult to fully assess due to the relatively short implementation period. The first data for calculating the technical and economic efficiency are analyzed; a forecast for the future is presented.

As the customer relationship management process comes to play an increasingly important role in business success, a number of authors are attempting to evaluate the impact of various CRM process components on the quality of company interaction with customers and, ultimately, on company performance. This paper explores the impact of CRM systems on the quality of companies’ customer understanding. This understanding is measured in the context of an international pharmaceutical company in the Russian market. The field research is based on quantitative data from online questionnaires and telephone interviews. The sample consists of 64 company representatives and 217 ophthalmologists. The authors developed and tested a model of physician loyalty drivers and studied employees’ perceptions of the CRM system. The findings of this paper demonstrate that, despite the fact that a CRM system is actively used and perceived as a crucial part of the customer relationship management process within the company, understanding of key customer loyalty drivers needs to be significantly improved. The paper contributes to existing theory by evaluating the link between the use of CRM applications and customer relationship performance as well as by developing a physician prescription loyalty influencers framework in the context of the Russian pharmaceutical market. This research could be used by other pharmaceutical companies as well in order to understand the influence of their CRM applications on customer loyalty and also to identify the drivers of physicians’ prescriptions.

Customer relationship management (CRM) is an IT-based system that manage customer long-term relationship, and also inter-functional relationship within the organization with the ultimate purpose of creating customer value by sharing concise, sufficient, accurate, timely, and reliable information. The purpose of this paper is to analyze how different kinds of communication: inter-personal interaction (IPI), written interaction (WI), and collaboration (CB) affect (i) the perceived ease of use (PEU), (ii) the perceived usefulness (PU) and ultimately (iii) the acceptance of CRM? And proposes a research model representing the relationships among WI, IPI, CB, PEU, PU, and involvement. Data collected through online survey from 210 large companies in Pakistan are analyzed. Result shows that IPI instead of collaboration has significant positive effect on PEU and PU and play important role in the acceptance of CRM system. But, WI should be viewed with more caution, because it showed negative relationship. Moreover, PEU and PU of CRM system have direct significant positive influence on involvement of marketing in the planning, implementation, and usage of CRM system that result in CRM system acceptance. The study provides theoretical and practical contributions, and also future research areas are highlighted for potential researchers.

As the Internet gets increasingly popular, it is inevitable for the concept of Customer Relationship Management (CRM) to be applied in Online Travel Agent at its maturity stage, driven by the powerful information technology and strong corporate demands. In the age of e-commerce, customer-centric CRM has become a key for various tourism enterprises to enhance their core competitiveness. This paper analyzes the feasibility of CRM implementation in Online Travel Agent in the context of Internet, and takes Ctrip as an example to illustrate profit model of Online Travel Agent and CRM system architecture. [ABSTRACT FROM AUTHOR]

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 systems are chosen to achieve these aims. These systems are applied for business to efficiently manage relations with customers of a company; they help increasing the benefit obtained by every supplier or customer to the maximum and improving the results of the entire activity. Due to the increase in the number of organisations implementing customer relationship management systems (CRM), it is becoming important to study and evaluate these technologies and their influence. This would help to better understand the present problems related with customer relationship management (CRM) systems. Santrauka Šiandienėje visuomenėje, vykstant sparčiai technologijų kaitai, globalizacijos procesui, spartėjant gyvenimo tempui ir didėjant informacijos svarbai, informacinėms technologijoms skiriamos investicijos nuolatos auga visame pasaulyje. Todėl, naujausios informacinės technologijos ir sistemos iškyla kaip vienas iš svarbiausių organizacijos konkurencingumo bruožų. Pastaraisiais metais, mokslinėje literatūroje vis dažniau galima rasti tyrimų pavyzdžių, nagrinėjančių ryšių su klientais valdymo sistemas (CRM) kaip kokybiškai naują informacinę technologiją. Tyrinėjimai šioje srityje leistų geriau suvokti esamas problemas, susijusias su ryšių su klientais valdymo (CRM) sistemomis ir taip užpildyti literatūroje esančią spragą. Straipsnio tikslas – išanalizuoti literatūros, susijusios su ryšių su klientais valdymo sistemomis (CRM), šaltinius, ir, remiantis organizacijų požiūriu, ištirti ir įvertinti ryšių su klientais valdymo sistemos (CRM) taikymo privalumus ir trūkumus. Siekiant įvardinti motyvuojančius faktorius, skatinančius organizacijas diegtis ryšių su klientais valdymo sistemas (CRM), buvo atliktas tyrimas. Pasitelkus anketą buvo apklausti visi ryšių su klientais valdymo sistemos (CRM) ekspertai, dirbantys Lietuvos viešojo judriojo telefono ryšio organizacijose. Remiantis tyrimo rezultatais nustatyta, kad svarbiausi bei reikšmingiausi šioms organizacijoms motyvacijos veiksniai yra: nesugebėjimas sistemiškai kaupti ir analizuoti duomenis (60%), pardavimo galimybių trūkumas (40%), nesugebėjimas tinkamai koordinuoti darbus (40%). Tyrimo metu nustatyta, jog ryšių su klientais valdymo sistemą (CRM) ekspertai įvertino kaip nesudėtingą naudoti (75%). Dažniausiai šią sistemą įsidiegusių organizacijų susiduria su tokiomis problemomis kaip neefektyvus ryšių su klientais valdymo sistemos (CRM) galimybių išnaudojimas, taip pat, šios sistemos neatitikimas organizacijoms poreikiams, trukdantis sėkmingai naudotis įdiegta sistema. Raktiniai žodžiai: ryšių su klientais valdymo sistema, Lietuvos viešojo judriojo telefono ryšio organizacijos, CRM taikymo privalumai ir trūkumai.

The aim of this study was to identify the factors that might influence perception about the benefits of a Customer Relationship Management (CRM) system, and the direction of this influence in private hospitals in Malaysia. Three factors (innovation, organizational, and environmental factors) were identified as influencing perception about the benefits of a CRM system. The study deployed a quantitative research approach, using a questionnaire to collect data. Private hospitals in the northern part of Malaysia were selected using the area sampling method and convenience sampling, and the management of the hospitals became the target respondents. For the survey, the research questionnaire was distributed to the sample of the study and each respondent was given a month to complete the questionnaire. The collected data was analyzed using Backward Multiple Regression Analysis. The results revealed that innovation and environmental factors had a positive significant relationship on perception, while the organizational factor had a significant negative relationship. The results are expected to help the decision makers of hospitals to better plan for the adoption and implementation of CRM systems. In addition, it will benefit the vendors of CRM systems toward a better understanding of the needs of hospitals to be able to expand their market in the healthcare industry.

Copyright of Management (1429-9321) is the property of University of Zielona Gora and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

During the start of a recent fiscal year, Teamware Corporate Commercial Operations created a new vision for its Operations Account Management team, challenging them to play a more strategic role in enabling revenue and providing operational expertise beyond the primarily transactional work they carried out. An essential component of this strategy would involve implementing and using the Essentrix™ customer relationship management (CRM) module. This case offers a study of the CRM implementation effort through its various stages, focusing on the resistance displayed by the Operations Account Management team and how management and the project champions attempted to use their impact and influence to overcome the resistance to the module. Resistance to IS system installation is ubiquitous and understanding, minimizing and overcoming this resistance is vital to the successful management of organizational IS/IT. Although future challenges remain, Teamware management continues to focus on the factors that they hope will lead to successful implementation while building readiness for change in the Operations Account Management team, trying to ensure the success of the CRM implementation. [ABSTRACT FROM AUTHOR]

Copyright of Science: Future of Lithuania / Mokslas: Lietuvos Ateitis is the property of Vilnius Gediminas Technical University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The aim of this study was to identify the factors that might influence perception about the benefits of a Customer Relationship Management (CRM) system, and the direction of this influence in private hospitals in Malaysia. Three factors (innovation, organizational, and environmental factors) were identified as influencing perception about the benefits of a CRM system. The study deployed a quantitative research approach, using a questionnaire to collect data. Private hospitals in the northern part of Malaysia were selected using the area sampling method and convenience sampling, and the management of the hospitals became the target respondents. For the survey, the research questionnaire was distributed to the sample of the study and each respondent was given a month to complete the questionnaire. The collected data was analyzed using Backward Multiple Regression Analysis. The results revealed that innovation and environmental factors had a positive significant relationship on perception, while the organizational factor had a signifi cant negative relationship. The results are expected to help the decision makers of hospitals to better plan for the adoption and implementation of CRM systems. In addition, it will benefit the vendors of CRM systems toward a better understanding of the needs of hospitals to be able to expand their market in the healthcare industry. [ABSTRACT FROM AUTHOR]

This paper presents a case study of a multi-national company's Customer Relationship Management (CRM) system implementation in China. The implementation in China was part of the first wave of the global implementation of the CRM-system. Although the company has extensive experience in implementing systems in its different global subsidiaries, and has planned the implementation well, the implementation in China was not a complete success. Based on the study, we identify three issues that were not stressed enough in the current CRM literature: 1) understanding the difference between the organizational culture in which the system is developed, as well as the national culture in which the system is implemented, 2) the ability to operationalize visions into goals and measures, and 3) the need to ensure system and data quality. [ABSTRACT FROM AUTHOR]

Copyright of Industria Textila is the property of Institutul National de Cercetare-Dezvoltare pentru Textile si Pielarie and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Abstract: A procurement decision about a CRM system is heavily influenced by the initial purchase cost rather than the effect of the operating cost and utilization over the lifetime. In this paper, we propose a Cost of Ownership (COO) model for a CRM system which takes into account not only the initial cost, but also the operation cost, and the opportunity cost due to customer mismanagement over a life-cycle. In particular, the opportunity cost due to customer mismanagement, which is related to the performance of the CRM system, is used as a key cost factor to reflect the financial impact of the system. We employ an engineering economy model to compare various systems with different life spans. A numerical example is given for comparison of the COO of alternative systems along with sensitivity analysis for an optimal procurement decision. [Copyright &y& Elsevier]