Acknowledging that research on social customer relationship management (CRM) adoption remains scant, grounded in the theoretical perspectives of dynamic capabilities and technology adoption, and ...exploratory results from a field investigation of twelve firms drawn from a single industry, we identify and group relevant variables that potentially influence social CRM adoption into nine first-order categories. This qualitative picture can be used as a theoretical basis for studying social CRM adoption. Extending practitioners' understanding of the nature of these categories may lead to better insights into how social CRM adoption can be managed more effectively.
The paper examines the opportunities in and possibilities arising from big data in retailing, particularly along five major data dimensions—data pertaining to customers, products, time, (geo-spatial) ...location and channel. Much of the increase in data quality and application possibilities comes from a mix of new data sources, a smart application of statistical tools and domain knowledge combined with theoretical insights. The importance of theory in guiding any systematic search for answers to retailing questions, as well as for streamlining analysis remains undiminished, even as the role of big data and predictive analytics in retailing is set to rise in importance, aided by newer sources of data and large-scale correlational techniques. The Statistical issues discussed include a particular focus on the relevance and uses of Bayesian analysis techniques (data borrowing, updating, augmentation and hierarchical modeling), predictive analytics using big data and a field experiment, all in a retailing context. Finally, the ethical and privacy issues that may arise from the use of big data in retailing are also highlighted.
•In-plane capacity of URM walls strengthened with traditional or innovative systems is investigated.•Reinforced plaster or Composite Reinforced Mortar are used as strengthening.•Strengthening ...configurations, matrix composition and grid properties are analysed.•Shear stress and deformability, stiffness and energy dissipation are reported.•Shear capacity enhancement up to 288%.
The effectiveness of reinforced plasters and Composite Reinforced Mortars (CRM) for increasing the in-plane shear capacity of masonry walls was investigated on a series of 32 single-leaf tuff masonry panels subjected to diagonal compression tests. Six specimens were used as control and two specimens were strengthened with reinforced plaster (steel grid 100 × 100 mm and cementitious matrix) with a thickness of 40 mm. The remaining specimens were strengthened with two different fibre reinforced lime-based mortars, characterized by different cement content ratios, and coupled with three different grids (steel grid 100 × 100 mm, GFRP grid 30 × 30 mm and GFRP grid 40 × 40 mm). Both single-sided and double-sided strengthening configurations were adopted for all strengthening solutions, to investigate the reduction in strengthening effectiveness in case of single-sided applications. The results showed that strengthening in single-sided configuration increased the shear capacity from 42% to 85% with respect to the unreinforced masonry panels (URM) average shear capacity. Conversely, strengthening in double-sided configuration led to a shear capacity increase from 138% up to 288%. Based on experimental results, reducing the matrix cement content ratios in strengthened system led to a reduction in shear capacity and energy dissipation, independently from the grid properties. Furthermore, specimens strengthened with GFRP 40 × 40 grid, although characterized by a large spacing with respect to GFRP 30 × 30, achieved an increase in the shear capacity and energy dissipation greater than other strengthened specimens clearly evidencing that the grid spacing and the interlock between grid and micro-fibres embedded in the mortar are crucial aspects for the strengthening system effectiveness.
•Three main CRM research categories covered: e-CRM, implementing CRMS and adopting CRMS.•Precise CRM research review and summarisation of empirical evidence for healthcare environments.•Presents ...positive and negative outcomes of CRM technology in the healthcare sector.•Results show significant gaps in the knowledge of CRM in the healthcare sector.•Few studies apply mixed methodologies and theories to investigate the CRM technology in the healthcare sector.
Customer relationship management (CRM) is an innovative technology that seeks to improve customer satisfaction, loyalty, and profitability by acquiring, developing, and maintaining effective customer relationships and interactions with stakeholders. Numerous researches on CRM have made significant progress in several areas such as telecommunications, banking, and manufacturing, but research specific to the healthcare environment is very limited. This systematic review aims to categorise, summarise, synthesise, and appraise the research on CRM in the healthcare environment, considering the absence of coherent and comprehensive scholarship of disparate data on CRM. Various databases were used to conduct a comprehensive search of studies that examine CRM in the healthcare environment (including hospitals, clinics, medical centres, and nursing homes). Analysis and evaluation of 19 carefully selected studies revealed three main research categories: (i) social CRM ‘eCRM’; (ii) implementing CRMS; and (iii) adopting CRMS; with positive outcomes for CRM both in terms of patients relationship/communication with hospital, satisfaction, medical treatment/outcomes and empowerment and hospitals medical operation, productivity, cost, performance, efficiency and service quality. This is the first systematic review to comprehensively synthesise and summarise empirical evidence from disparate CRM research data (quantitative, qualitative, and mixed) in the healthcare environment. Our results revealed that substantial gaps exist in the knowledge of using CRM in the healthcare environment. Future research should focus on exploring: (i) other potential factors, such as patient characteristics, culture (of both the patient and hospital), knowledge management, trust, security, and privacy for implementing and adopting CRMS and (ii) other CRM categories, such as mobile CRM (mCRM) and data mining CRM.
Customer relationship management (CRM) is one of the most frequently adopted management tools and has received much attention in the literature. From a company-wide perspective, CRM is viewed as a ...complex process requiring interventions in different company areas. Previous research has already highlighted the pitfalls and failures related to a partial and incomplete view of CRM. This study advances research on CRM by investigating the impact of the relative implementation time according to which interventions are implemented in different areas (customer management, CRM technology, organizational alignment, and CRM strategy) on CRM performance. The results of the empirical study reveal that compared to other critical CRM activities, a later implementation of organizational alignment activities has a negative impact on performance. Further, our results show that CRM implementations do not equally address the areas of customer acquisition, growth, and loyalty, since this clearly depends on company objectives and also on geographical differences.
•Organizational alignment is crucial to acquire new customers and regain lost ones.•An earlier organizational alignment has a positive effect on CRM performances.•CRM technology and customers management also drives performance in Europe.•A comprehensive CRM strategy implementation drives growth and loyalty in the USA.
In this article the issues of assessing the applicability of Customer Relationship Management in the processes and conditions of the functioning of autonomous state institutions are being examined. ...The authors consider the outlook of applying the concept of CRM, from the point of view of further implementation of CRM systems in the functional activities of the establishment.
In a study of telecommunications services, the authors examine the effects of customer satisfaction, affective commitment, and calculative commitment on retention. The study further examines the ...potential for situational and reactional trigger conditions to moderate the satisfaction-retention relationship. The results support consistent effects of customer satisfaction, calculative commitment, and prior churn on retention. Prior churn also moderates the satisfaction-retention relationship. The results have implications for both customer relationship managers and researchers who use satisfaction surveys to predict behavior.
In this paper, we base our research by dealing with a real-world problem in an enterprise. A RFM (recency, frequency, and monetary) model and K-means clustering algorithm are utilized to conduct ...customer segmentation and value analysis by using online sales data. Customers are classified into four groups based on their purchase behaviors. On this basis, different CRM (customer relationship management) strategies are brought forward to gain a high level of customer satisfaction. The effectiveness of our method proposed in this paper is supported by improvement results of some key performance indices such as the growth of active customers, total purchase volume, and the total consumption amount.
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