Online payment service providers and customer relationship management

2008 ◽  
Vol 2 (3) ◽  
pp. 257 ◽  
Author(s):  
Alan D. Smith
Keyword(s):  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Customer Relationship ◽  
Online Payment

scholarly journals The influence of bank employees on bank customer relationship management

2007 ◽  
Vol 7 (1) ◽  
Author(s):  
C. Rootman ◽  
M. Tait ◽  
J Bosch
Keyword(s):  
South Africa ◽  
South African ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Primary Objective ◽  
Customer Relationship ◽  
Positive Attitudes ◽  
Bank Employees

Purpose: Despite extensive research in services marketing, much is still unknown to specific service providers on the influence of their employees on their services. This paper attempts to address this limitation and investigates the influence of employees on the customer relationship management (CRM) of banks. The primary objective of this paper is to investigate the influence of selected independent variables, namely attitude and knowledgeability, on the CRM of banks.Design/Methodology/Approach: An empirical investigation was conducted with a structured questionnaire with items that related to banks' CRM in terms of attitude and knowledgeability. The sample consisted of 290 banking clients in the Nelson Mandela Metropolitan area and the response rate was 91.03%. Findings: Significant positive relationships exist between both the knowledgeability, and attitude of bank employees and a bank's CRM. These relationships imply that more extensive knowledgeability and more positive attitudes of bank employees lead to improved, maintained relationships between a bank and its clients. Employees play an important role in banks’ client relationships. Implications: Banks should focus on increasing their employees' knowledgeability and improving their attitude to ensure higher levels of CRM. This paper provides strategies for banks and could create greater awareness among South African banks of the advantages of CRM, how their employees influence their CRM, and ways to adapt to these influences. Originality/Value: No study has focused exclusively on CRM within banks in South Africa. Prior research focused on customer service and service quality; both possible results of superior CRM. However, this research differs, as it identifies the variables influencing CRM in banks in South Africa. It is proposed that this paper will be beneficial for South African banks, as the recommendations may be used to ensure higher levels of CRM in banks.

Data analytics dilemma at Alpen Hotel

2019 ◽  
Vol 9 (2) ◽  
pp. 58-63
Author(s):  
Tammy Wee ◽  
Arif Perdana ◽  
Detlev Remy
Keyword(s):  
Customer Relationship Management ◽  
Data Analytics ◽  
Data Privacy ◽  
Hospitality Industry ◽  
Service Providers ◽  
Relationship Management ◽  
Customer Relationship ◽  
Using Data ◽  
Privacy And Confidentiality

Data analytics is currently the buzzword for the hospitality industry to stay ahead of their competitors. Service providers use data analytics to ensure their brand remains relevant for customers. Using data analytics in customer relationship management is a relatively novel initiative for the hospitality industry to enhance the efforts of customer relationship management. Obtaining customers’ data (i.e. customers’ hotel stay and preferences) provides both opportunity and challenges for the hospitality industry. Data analytics helps the hospitality industry to quickly, effectively, and efficiently pursue data-driven decision-making. At the same time, acquiring relevant customers’ data is a challenge, for example, data privacy and confidentiality. This case study is based on Alpen Hotel (pseudonym), a luxury hotel in Singapore with a good standing in the hospitality industry. This case is focused on the issues they experienced in implementing data analytics as part of the hotel’s customer relationship management efforts. This case study aims to highlight data analytics dilemma at the hotel and may create an opportunity for hospitality educators to work interdisciplinary with faculties from an information systems or technology discipline. Finally, the case study may enhance knowledge and minimise the practice gap between industry and academia.

Customer Relationship Management in Service Mediary-Driven Mobile Services

2011 ◽  
pp. 67-86
Author(s):  
Timo Saarinen ◽  
Jukka Kallio ◽  
Markku Tinnila ◽  
Jarkko Vesa
Keyword(s):  
Business Model ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Critical Elements ◽  
The Future ◽  
Specialized Service

In this chapter we introduce the concept of Service Mediary, which provides a conceptual and technical platform for electronic services. Our analysis shows that it pays off to outsource customer relationship management in electronic channels to a specialized service provider. The I-mode case study demonstrates clearly the benefits this kind of cooperation offers to content and service providers. Especially the built-in billing and revenue sharing logic are critical elements to I-mode’s success story. Even more encouraging are the benefits of collaboration to customers, who will enjoy the fruits of the new networked e-business economy. A Service Mediary is in a position to understand the customer requirements and building a service offering which optimally matches those requirements. In the multi-channel business environment of tomorrow, no single company can develop cost efficiently all required services for every channel. The future belongs to specialized, closely cooperating companies, which can offer superior customer experience at a competitive price. A Service Mediary like NTT DoCoMo with its I-mode service can offer a true win-win-win business model: service providers, customers and the Service Mediary all win in this game. Based on the analysis of the I-mode case, we can conclude that Service Mediary as a business model has a great potential in the future.

scholarly journals PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) BERBASIS SMS GATEWAY PADA ONLINE SHOP TOKOFARAH

Telematika ◽  
2016 ◽  
Vol 13 (1) ◽  
pp. 40
Author(s):  
Arfiani Nur Khusna
Keyword(s):  
Customer Relationship Management ◽  
Product Information ◽  
Service Providers ◽  
Relationship Management ◽  
Customer Relationship ◽  
Industrial Markets ◽  
Alternative Solutions ◽  
Specific Number ◽  
Online Web

SMS applications has become a promising business opportunities in the consumer and industrial markets in the world. One part that can not be separated from the SMS business is the role of an SMS Gateway, a system used by service providers to send and receive SMS automatically. Online shop tokofarah an online web business venture engaged in the production and sales of baby clothes and children. The problems that exist in the online shop tokofarah is the absence of communication between the customer and tokofarah thus reduced customer loyalty, customers are unaware of the latest promos and discounts, so the application of CRM (Customer Relationship Management) is very necessary to help communication. Alternative solutions in addition to implementing CRM also develop and implement SMS technology as a service via SMS Gateway online. Where customers can easily find information on the latest promos and discounts, customers can simply type a certain key word and send it to a specific number that has been provided, the store can also inform customers about the latest promos and products through SMS brodcast. In this study, using Gammu as tools liaison between the device with a computer modem. Making the program using the programming language PHP as an interface, a database maker MySQL tools. The results of the implementation of the concept of SMS Gateway technology is that it can provide convenience for online customers shop tokofarah in knowing the promo and the latest product information and can order via SMS.

scholarly journals Consumer behavior and customer relationship management in mental health services

Upravlenets ◽  
2020 ◽  
Vol 11 (3) ◽  
pp. 46-58
Author(s):  
Lena Bucatariu ◽  
Babu George
Keyword(s):  
Mental Health ◽  
Consumer Behavior ◽  
Mental Health Services ◽  
Health Services ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Developed Countries ◽  
Customer Relationship ◽  
Future Research

Mental health services are perceived differently in different socio-cultural settings. The connotations accorded to mental health, especially in terms of need awareness and evaluation of alternatives, vary from culture to culture. Understanding these differences is critical to attract and retain patients suffering from mental conditions. Generic literature on consumer behavior does not provide direct answers to many of the problems in this regard, primarily because such literature does not take into account the deviant mental states of these patients. In this paper, we review findings from mental health specific studies conducted in both Western and Asian countries, evaluate the importance of decision-making factors for both public and private service providers, and offer directions for future research. Interdisciplinary literature on customer relationship management, consumer behavior, mental health, and healthcare marketing, guided by the principles of systematic literature review constituted the methodology of this study. The research methods are analysis, synthesis, classification and grouping. The empirical base included about 250 peer-reviewed articles on the topic under consideration. We find that doctor-led service provision is still the most prevalent form of relationship building in the Eastern societies, especially in the less developed countries of South East Asia. Consumer-initiated mental health treatment schemes are more common in more developed Western economies. We also observe that, among the innovative set of providers, there is a trend of increased use of telehealth. Among other things, this includes more proactive and digitally-savvy identification, acquisition, and retention of patients. The results of the study can be used as the basis for marketing strategies of drug manufacturers and mobile application designers in the field of online medical services.

scholarly journals Social Networks and Customer Relationship Development at the Saudi Telecommunication Service Providers

2016 ◽  
Vol 8 (4) ◽  
pp. 77 ◽  
Author(s):  
Mahmoud Abdel Hamid Saleh
Keyword(s):  
Social Networks ◽  
Saudi Arabia ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Strong Association ◽  
Relationship Management ◽  
Relationship Development ◽  
Customer Relationship ◽  
Security And Privacy ◽  
Telecommunication Service

<p>This paper is aimed at examining the relationship between the use of social networks and customer relationship development at the three telecommunication service providers in Saudi Arabia. It is also aimed at identifying some factors that may influence the companies’ relationships with their customers. Drawing on previous research, the researcher has selected three factors related to customers on social networks: trust and loyalty, service assessment, and information engagement. The study revealed a strong association of the use of social networks with the company’s customer relationship development, trust and loyalty, and service assessment, but not with information engagement. The findings also demonstrated significant positive associations of trust and loyalty, and service assessment with customer relationship development. However, an insignificant positive relationship was found between information engagement and customer relationship development. To leverage the effectiveness of customer relationship management at telecommunication companies in Saudi Arabia, the study recommended these companies to adopt the concept of Social Customer Relationship Management (Social CRM), and to develop customer service skills of their staff in charge of social networks. The study also pointed out the importance of encouraging customers to use social networks to connect with companies, rather than just using the traditional methods. Furthermore, the study recommended the companies to pay more attention to the customers’ assessment of their social networks, and to ensure security and privacy of their data. Ultimately, the companies need to focus on providing customers with the needed information, and benefiting from their feedbacks on social networking sites.</p>

scholarly journals IMPLEMENTASI STRATEGI MEMBANGUN HUBUNGAN BAIK PADA PERUSAHAAN JASA KONSTRUKSI

2019 ◽  
Vol 12 (2) ◽  
pp. 122
Author(s):  
Ajeng Yuanitasari ◽  
Paulus Wardoyo ◽  
Indarto Indarto
Keyword(s):  
Customer Relationship Management ◽  
Construction Projects ◽  
Service Providers ◽  
External Environment ◽  
Relationship Management ◽  
Phenomenological Approach ◽  
Customer Relationship ◽  
Service Companies ◽  
Qualitative Phenomenological ◽  
Implementing Strategies

<p>Hubungan relasi antara penyedia jasa konstruksi dengan pelanggannya memperngaruhi kelangsungan bisnis penyedia jasa konstruksi. Adanya perubahan kondisi lingkungan eksternal perusahaan penyedia jasa konstruksi saat ini, harus disikapi dengan menerapkan strategi untuk tetap bertahan. Tujuan yang hendak dicapai dalam penelitian ini adalah untuk mengalisis strategi membangun hubungan baik perusahaan jasa konstruksi terhadap pelanggannya untuk terus mendapatkan proyek konstruksi. Metode penelitian yang digunakan dalam penilitian ini yaitu menggunakan pendekatan fenomenologi kualitatif. Hasil penelitian ini adalah: strategi untuk membangun hubungan baik antara perusahaan jasa konstruksi dengan pelanggannya yaitu dengan menggunakan strategi <em>customer relationship management</em> (CRM) dengan menerapkan komponen proses, manusia dan teknologi. Memberikan pelayanan yang berkualitas untuk pelanggannya sehingga meningkatkan nilai kepuasan pelanggan pada kualitas pelayanan dan kualitas produk.</p><p>Relationships between construction service providers and their customers affect the business continuity of construction service providers. Changes in the current external environment of construction service providers must be addressed by implementing strategies to stay afloat. The objective to be achieved in this research is to analyze the strategy of building good relations between construction service companies and their customers to continue to get construction projects. The research method used in this research is to use a qualitative phenomenological approach. The results of this study are: a strategy to build good relations between construction service companies and their customers by using a customer relationship management (CRM) strategy by applying process, human and technology components. Providing quality services for its customers thereby increasing the value of customer satisfaction on service quality and product quality.</p>

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