Query: Customer Relationship Management in manufacturing

Candidate papers:

abstract: Customer Relationship management (CRM) oriented knowledge management focus on customer knowledge more valuable to the company. The integration of customer relationship management and knowledge management concepts on process level are beneficial for both management approaches. Therefore, the aim of this paper is to examine and elaborate the linking between knowledge management process and customer relationship management to create a customer knowledge management (CKM) model. We need a CKM outputs impacting on business innovation. Under the objective, we studied literatures about CKM. We results are CKM process, CKM competence, CKM outputs. We have 12 ways of innovation competence and their corresponding CKM outputs. The implication of Knowledge innovation of Taiwan Semiconductor Manufacturing Companys experience is presented.
author_names: Ming Li
title: Customer Relationship management and knowledge Management enhancing on innovation Competence: Case Study
year: 2014

abstract: With the rapid change of business competitive environment, enterprise resource integration and innovative issues of business operation have gradually become the most important issues for businesses. Furthermore, many enterprises have implemented novel information technology and developing the innovative e business applications systems such as enterprise resource planning (ERP) customer relationship management (CRM) knowledge management (KM) and supply chain management (SCM) to enhance their competitive advantages. CRM systems can help organizations to gain the potential new customers, promote the existing customers' purchase, maintain good relationship with customers as well as to enhance the customer value, thus can improve the enterprise images. Moreover, the development and applications of CRM systems have also been considered as important issues for researchers and practitioners in recent years. For Taiwan's industry, it has been gradually transferred from manufacturing oriented to a service oriented. Thus, the service industry has higher percentage in the GDP and in which the distribution service industry is the biggest one and be a core industry in the whole of service industry. The main purpose of this study is to explore the factors affecting the acceptance and use of CRM systems. Furthermore, the proposed research model was built on the basis of unified theory of acceptance and use of technology (UTAUT) and task technology fit (TTF) framework as well as technological and managerial theories. The implications of findings for practice will be discussed.
author_names: Jungchi Pai

Fu-Ming Tu
title: The acceptance and use of customer relationship management (CRM) systems: An empirical study of distribution service industry in Taiwan
venue: Expert Syst. Appl.
year: 2011

abstract: Purpose Customer relationship management (CRM) projects have a low success rate, which can be solved by better measurement of CRM process. The purpose of this paper is to define the CRM processes within a company and propose a tool for CRM measurement.Design/methodology/approach An empirical study is conducted in industrial organizations in Turkey. The research is designed according to scale development literature. The responses from various industries (manufacturing, information technologies, tourism, service, retail, finance, logistics) were collected. Using exploratory factor analysis, 167 valid responses are analyzed.Findings The paper provides a general understanding of CRM processes in customer oriented perspective and proposes a measurement tool that addresses seven main processes which are: targeting management, customer information management, production/service customization, expansion management, referrals management, termination management and win back.Practical implications The result.
author_names: Basar Oztaysi

Selime Sezgin

Ahmet Fahri Ozok
title: A Measurement Tool for Customer Relationship Management Processes
venue: Ind. Manag. Data Syst.
year: 2011

abstract: The primary purpose of this study is to understand how customer value is affected by total quality management practices and marketing management policies of an organization. Total quality management is a complete managerial approach that if practiced provides ground for the identification of marketing strategies and processes. This management philosophy leads organizations towards gaining of competitive advantage through the proper enforcement of strategically fit and aligned strategies. However, customer relationship management plays key role in synergic effect of total quality management practices and marketing management on customer's value. This research study is primarily quantitative in nature. Data has been collected from different national and multinational companies of manufacturing sector in Pakistan and the sample size in total is that of 114. The data collection instrument was developed on the basis of literature and was found to be statistically reliable where Cronbach's alpha for all concepts under study was at least 0.800. In order address the objectives of this study and test the hypothesis of relationships between variables, Pearson correlation test was applied on the data set. As a result of analysis, strongly positive correlation was found between total quality management, marketing management, customer relationship management and customer's value. Hence, it would be fair enough to conclude total quality management practices provides basic ground to identify marketing management Policies, strategies and practices."
author_names: Dr Syed Sohaib Zubair

Umair Mehmood

A F Salam
title: Synergic Relationship between Total Quality Management and Marketing Management in Creating Customer's Value
year: 2015

abstract: This paper investigates the relationship between customer relationship management (CRM) in supply chain management (SCM) and its power to enhance product quality and customer satisfaction of Malaysian manufacturing companies. Senior production managers were interviewed utilizing a structured survey instrument to gauge their perceptions of CRM, product quality performance and customer satisfaction. Inferential statistical analyses were conducted by utilizing data from 250 companies. Associations between CRM dimensions, product quality and customer satisfaction were analyzed through statistical methods such as cluster analysis, Friedman's test and structural equation modelling (SEM) The findings of cluster analysis and Friedman's test indicate that 'High customer satisfaction achievers' possess higher levels of CRM implementations and give priorities to dimensions such as 'Measures evaluates customer satisfaction, 'Evaluates relationship with customers continuously' and 'Provides Follow up and after sale services than 'low customer satisfaction achievers' The result of the partially mediated SEM model reveals that CRM exhibits direct impact on customer satisfaction and also indirect effect mediated by product quality. Overall, findings of the study provide a striking demonstration of the importance of customer relationship management in SCM to enhance product quality and customer satisfaction in Malaysian manufacturing companies.
author_names: Arawati Agus

Za'faran Hassan
title: The Power of Customer Relationship Management in Enhancing Product Quality and Customer Satisfaction

abstract: Total quality management (TQM) practises are well known approaches that most of the overseas company used. But in Malaysian company, this approach is not so often used. Other than that, not many researchers do the research about the effect of TQM practises on operational performance. So the aims of this research are to identify the levels of TQM practises (leadership, customer focus, management of people, process improvement, strategic planning and use of information and analysis) for operational performance and to determine the effect of TQM practises on operational performance. The indicators of operational performance are productivity, quality and waste level. The collected data was analysed by using descriptive statistic, reliability, normality, Pearson Correlation, single mean t test and regression analysis. As a result, only strategic planning and process improvement practises positively contribute to operational performance. For future researcher, they should do more research about operational performance like increase the numbers of indicators for operational performance. Therefore, they can give more comprehensive understanding to colleagues and students about operational performance.
author_names: Buniamin Nur Anis
title: Relationship between total quality management (TQM) practises and operational performance in manufacturing company
year: 2016

abstract: Networked manufacturing is an advanced manufacturing technology, and efficient customer relationship management is critical for networked manufacturing's resource allocation and scheduling. Evaluation of customer relationship management's performance under networked manufacturing and effective optimization measures are preconditions for improving on CRM's performance. Development process's quality, operational process's quality, customer relationship's quality and emergency ability are critical factors of CRM's performance under networked manufacturing. Evaluating CRM's performance should build index system based on these four factors and make grey correlative analysis combined with analytic hierarchy process. The performance evaluation way proposed is feasible and effective, and combines the advantage of quantitative analysis and qualitative analysis.
author_names: Jinzhao An
title: Evaluation of Customer Relationship Management's Performance under Networked Manufacturing
year: 2009

abstract: Now a days Data Mining tools for Customer Relationship Management are used by several industries includin g banking, finance, retail, insurance, telecommunications, dat abase marketing, sales forecasting, call behavior analys is and churning management in tele communications, forecasting of demand for utilities such as energy and water, simulation of c hemical and other process reactions finding critical factors in discrete manufacturing, CPU usage, and forecasting, etc. D ata mining is often referred to as "analytical intelligence" Dat a Mining help Organizations better understand their business, be able to better serve their customers and increase the effectiv eness of the organization in the long run. This article provides an overview of the concept of Data mining and Customer Relationship Management.
author_names: V Thanuja

B Venkateswarlu

G S G N Anjaneyulu
title: Applications of Data Mining in Customer Relationship Management
year: 2011

abstract: The article focuses on technology and tools such as enterprise resource planning (ERP) the customer analysis of algorithms, data warehousing, OLAP, CRM modules, combining with ideas of customer relationship management, to put forward the model and program of manufacturing enterprise customer relationship management application, which is the implementation of enterprise CRM, improve the relevance and effectiveness of services, and provide an effective solution.
author_names: Longyi Li

Yansheng Zhang
title: Notice of RetractionStudy on Customer Relationship Management System of Manufacturing Enterprises Based on ERP
venue: 2009 International Conference on Management and Service Science
year: 2009

abstract: Customer Relationship Management Systems have been employed by large organisations for a number of years, but with the availability of inexpensive hardware and software and easy access to the Internet, Small and Medium sized Enterprises (SMEs) are now starting to adopt CRM systems. This paper describes a study of the factors influencing CRM adoption in 126 SMEs in the retail, manufacturing and service sectors in Southern California. The factors considered were management characteristics, the firm's characteristics, employee characteristics, and IT resources. The results indicate that management's innovativeness affects the firm's perception of CRM systems, but age, education and gender do not. The decision to implement a CRM system is influenced by management's perception of CRM, employee involvement, the firm's size, its perceived market position, but not the industry sector. However, the number and types of CRM features implemented are affected by management's perception of CRM, employee involvement, the firm's size, the industry sector, but not its perceived market position.
author_names: ThuyUyen H Nguyen

Michael Newby

Teresa S Waring
title: Understanding Customer Relationship Management (CRM) Technology Adoption In SMEs: An Empirical Study In The USA
venue: UKAIS
year: 2012