Study of the wireless/wire integration CRM Gateway for the effective application of Event CRM for small and medium sized enterprises

The CRM System, which maximizes business profits by pursuing a continuous relationship with customers, is based on an analytical CRM that sets up a marketing strategy by analyzing customer information. However, thanks to the technological development of the Internet and mobile phones, customer contact is being carried out through a variety of channels. Yet currently, the needs of customers are not being addressed in a timely manner due to a weak system that cannot immediately deal with customer requests and because of which customer information is not administered in a systematic manner.Therefore, rather than focusing on off-line-focused analytical CRM, it is necessary to concentrate on real time CRM that reflects the aspects of the operative or collaborative CRM. This study also develops an Event CRM solution that can bring satisfaction to customers when they want it by systematizing the contact points of customers, which constitute various institutions and channels.The CRM model that this study presents is the support of Event CRM services for all business types against the backdrop of a wireless/wire environment, and the support of small and medium sized companies, which are burdened by information management costs, to meet the demand for CRM.In order to present the wireless/wire integration CRM Gateway Model, the study focuses on insurance CRM services.When a customer event arises through various channels such as the Internet, SFA or CTI, the event data are transferred through a standardized form. Based on these data, the campaign and service is then extracted and analyzed with the Event CRM Gateway Engine. A match is immediately made between the saved rules and the campaign and services that best fit the customer. Finally, the information is provided to the customer via a mobile phone or website.     

Web2．0增值业务的客户关系管理研究

企业通过客户关系管理能全面有效地管理客户同企业的关系,建立起长久稳定的关系,从而实现客户与企业双方的最大价值。客户关系管理在很大程度上影响着企业的发展和市场的拓展。现在越来越多的企业研究与应用客户关系管理。随着Weh2．0增值业务的不断发展,传统的客户关系管理已经不能很好地为企业服务。通过与Web1．0下的客户关系管理进行比较,分析总结了传统CRM针对Web2．0所需要进行的调整,并在此基础上对Web2．0的CRM关键技术进行了分析．最后针对Web2．0增值业务的特点,总结得出了Web2．0的CRM系统框架。     

零售业CRM中的数据挖掘技术

从零售业CRM和数据挖掘的概念入手,讨论了零售业CRM中采用的各种数据挖掘技术,如关联分析、分类分析、聚类分析等,分析了数据挖掘技术在市场营销、销售与客户服务三个领域的典型应用。最后对数据挖掘在零售业CRM的作用和发展前景作了总结。     

数据挖掘在汽车销售企业CRM中的应用

数据挖掘技术在汽车销售企业客户关系管理中的有效应用,有助于跟踪发现业务发展的趋势,预测未知的结果,并帮助企业分析出完成任务所需的关键因素,以达到增加收入、降低成本的目的。文章通过具体的实验:利用聚类分析的K-Means算法对汽车销售企业客户资料进行挖掘,为企业预售车型找出其目标客户,为汽车的销售提供指导性的服务,帮助企业提高销售的成功机率。     

客户关系管理与数据库

本文对客户关系管理的基本概念作探讨，对其功能作限定，并从数据库系统角度作一个全面的介绍，最后，对客户关系管理系统作明确分类，以规范CRM产品。     

数据挖掘技术在CRM系统中的应用

随着信息化建设在CRM系统中的迅速发展,数据量的急剧膨胀,如何将计算机获得的海量信息进行有效的组织和利用,将其用于决策就变成一个紧迫的问题。本文对利用数据挖掘技术建立CRM示统中的决策分析系统进行了理论研究和实际应用,包括数据仓库的建立和组织,联机分析（OLAP）和数据挖掘（DM）。     

数据挖掘技术在中国移动CRM中的应用

CRM是一种帮助企业向客户提供优质服务的工具,在CRM中利用数据挖掘技术不断的收集、分析客户资料,从而达到保有优质老客户、获取新顾客的目的,帮助企业制定有效的营销策略,提高企业的收益率。     

Paving the way for CRM success: The mediating role of knowledge management and organizational commitment

Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the process through which CRM technology infrastructure translates into organizational performance, drawing on the resource-based view (RBV) and the knowledge-based view (KBV) of the firm. Based on an international sample of 125 hotels, the results suggest that organizational commitment and knowledge management fully mediate this process.     

产品管理系统的设计与实现——浅谈从CRM到“X”RM转变的必然

随着通信和互联网技术的发展,对于新兴的销售服务行业来说,CRM其实意味着＂X＂RM,它不再是传统意义上的客户关系管理,而是细分为产品、市场、销售、服务等越来越多的模块,范畴更加广泛,客户的定义越来越大,关系也越来越复杂。＂以客户为中心＂这句看似口号的真理,不得不转化为竞争力,落在实处。本文结合综合产品管理系统的设计与实现过程来阐述销售服务行业的CRM应随着业务和管理的需求与时俱进的必要性。     

以客户为中心的CRM体系结构

客户关系管理系统（CRM）是提高企业核心竞争力的有力保障。但现有CRM产品存在某些缺陷，如不以客户为核心进行客户服务、客户服务过程自动化缺乏柔性，以及系统各功能模块协同能力较差等。针对上述问题，提高了以业务过程分类为基础的，基于事件驱动、工作流技术和ECA规则实现CRM系统体系结构的方法。该体系结构能够有效地解决目前CRM产品中的上述问题，为改善现有CRM产品的性能和开发性能更优的产品提供了一种新的手段。     

数据挖掘在CRM中的应用

客户关系管理(CRM)是最近流行的一种全新的管理理念，也是数据挖掘技术的重要应用领域。介绍了数据挖掘的基本概念及功能，阐述了CRM的定义及功能，论述了数据挖掘在CRM中的作用及实施。     

基于CRM探讨电信业的客户流失问题

当前,电信业面临激烈的市场竞争.本文在CRM的基础上,针对电信业客户流失问题的分析方法,强调CRM在经营决策方面的重要性.     

银行CRM系统的分析与设计

银行建立以客户为中心的服务体系，对于维系老客户，争取新客户，挖掘黄金客户，增强市场竞争能力有重要的意义。目前，采用CRM管理理念，搭建服务平台，建立相应CRM系统，是银行建立性能卓越的客户服务系统的重要方法。文中介绍了CRM的管理理念和基本概念，研究了银行建立CRM系统的必要性和技术要素，给出了银行CRM系统的设计结构及其应用条件和实现步骤。并按照这一设计思路，为某商业银行初步设计实施了一套银行CRM系统。     

中小企业客户关系管理探讨

客户是所有企业经营活动的终极元素,客户关系管理(CRM)是“以客户为中心”的现代管理理念和IT技术结合的产物,能够提高企业的核心竞争力。本文对中小企CRM进行了较为全面的研究,包括CRM相关理论和中小企业CRM的实施等。     

基于DB-ODS-DW的CRM动态数据仓库

目前开始广泛应用的CRM系统,对事务处理和决策支持都有着普遍的要求。目前通用的DB-DW体系不适应于CRM的具体要求,文章提出了CRM的动态数据仓库的概念和特征,并提出了基于DB-ODS-DW三层结构的CRM体系,以及CRM动态数据仓库的信息结构。     

分析型CRM的软件体系结构

随着客户关系管理概念的普及推广,各厂家的CRM产品及人们对CRM的讨论层出不穷,由于这些讨论大多集中在CRM的功能、效益及发展前景等方面,因而对CRM本身的软件体系结构却未能形成统一的标准。该文针对CRM系统中重要的支撑部分-分析型CRM,依据层次化体系结构和中间件的思想,提出一种分析型CRM的分层软件体系结构。     

基于智能Agent技术的CRM系统研究

针对现在CRM系统智能化、自动化程度不够高的现状,将智能Agent技术引入CRM系统,并给出了这种CRM系统的工作模型。企业实践表明将智能Agent技术与CRM系统结合能够更充分利用企业的人力资源和计算机数据资源,提高企业对市场的把握能力,加速企业的资金与物流周期。     

知识管理在CRM中的应用

随着信息技术的发展，客户关系管理和知识管理成为当前的热点研究领域，客户关系管理离不开知识管理的支持。本文通过对知识管理概念的分析，提出了具有知识管理支撑系统的CRM系统，以支持客户关系在企业中的实际应用。     

客户价值评价体系在高尔夫CRM 中的研究

客户价值评价体系是CRM（CustomerRelationshipManagement,即客户关系管理）系统的核心,通过对高尔夫行业客户价值评价体系的分析,建立了高尔夫球场预定服务业客户价值评价体系模型,介绍了应用层次分析法计算该模型的客户价值．根据不同的客户价值把客户分为四种类型,建议针对不同类型的客户采用不同的营销、销售以及服务策略．最后介绍了该模型在CRM系统中的应用．     

Forecasting social CRM adoption in SMEs: A combined SEM-neural network method

The growth of social media usage questions the old-style idea of customer relationship management (CRM). Social CRM strategy is a novel version of CRM empowered by social media technology that offers a new way of managing relationships with customers effectively. This study aims to forecast the predictors of social CRM strategy adoption by small and medium enterprises (SMEs). The proposed model used in this study derived its theoretical support from IT/IS, marketing, and CRM literature. In the proposed Technology-Organization-Environment-Process (TOEP) adoption model, several hypotheses are developed which examine the role of Technological factors, such as Cost of Adoption, Relative Advantages, Complexity, and Compatibility; Organizational factors, such as IT/IS knowledge of employee, and Top management support; Environmental factors such as Competitive Pressure, and Customer Pressure; and Process factors such as Information Capture, Information Use, and Information Sharing; all having a positive relationship with social CRM adoption. This research applied a following two staged SEM-neural network method combining both structural equation modelling (SEM) and neural network analyses. The proposed hypothetical model is examined by using SEM on the collected data of SMEs in Kuala Lumpur, the central city of Malaysia. The SEM approach with a neural network method can be used to investigate the complicated relations involved in the adoption of social CRM. The study finds that compatibility, information capture, IT/IS knowledge of employee, top management support, information sharing, competitive pressure, cost, relative advantage, and customer pressure are the most important factors influencing social CRM adoption. Remarkably, the results of neural network analysis show that compatibility and information capture of social CRM are the most significant factors which affect SMEs' adoption of this form of customer relationship management. The outcomes of this research benefit executives' decision-making by identifying and ranking factors that enable them to discover how they can advance the usage of social CRM in their firms. Furthermore, the findings of this study can help the managers/owners of SMEs assign their resources, according to the ranking of social CRM adoption factors, when they are making plans to adopt social CRM. This study differs from previous studies as it proposes an innovative new approach to determine what influences the adoption of social CRM. By proposing the TOEP adoption model, additional information process factors advance the traditional TOE adoption model.