Optimal CRM Implementation Strategies Seung Hyun Kim Department of Information Systems‚ National University of Singapore‚ Singapore 117417‚ kimsh@comp.nus.edu.sg Tridas Mukhopadhyay Tepper School of Business‚ Carnegie Mellon University‚ Pittsburgh‚ Pennsylvania 15213‚ tridas@cmu.edu A lthough companies have spent a great deal of money to adopt CRM (customer relationship management) technologies‚ many have not seen satisfactory returns on their CRM implementations. We study optimal CRM implementation
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Strategic Management EBay Case Study 1. A). EBay’s greatest opportunities are: a. Long auction time-10 to 15days is too long for customers to wait b. Localizing their website all over the world c. Acquiring Skype and they have begun to integrate buyers and sellers d. Mobile phones‚ social media trends‚ will help them try to keep up with Amazon B). EBay’s greatest threats are: a. Constant Hacking and Fraud transaction b. Copyright problems-companies may
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Introduction to e-CRM • What is e-CRM? It’s a collection of tools that enables you to meet and exceed customer expectations. How? By identifying buying trends‚ simplifying online transactions‚ and creating better understanding of your customers. • e-CRM is based on customer information that personalizes interactions and simplifies the closing of transactions. e-CRM also helps you reach your customers at the right time and at the right place by helping you identify their needs and expectations.
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Marketing Mix The primary marketing concerns today have most of the apprehensions about building the 4ps rather four pillars of marketing. A successful mix of the right product sold at the right place in the right time using the most suitable promotion is vital for marketing. It serves as a link between the firm and its customers. “Deriving benefit out of the various elements of the mix‚ linking them all together in a balanced format is the marketing focus today.” (Ferrel‚ 2008) The 4ps
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Summary Customer relationship management (CRM)‚ is a date and information management system that integrates planning‚ scheduling and the control of pre-sale and post-sale activities within businesses. It helps combine technology and business strategy to support business and customer relationships‚ and to help businesses develop and implement go-to-market strategies The review is about obtaining mutual understanding the success and failure of CRM. Although CRM has been one of the fastest growing businesses
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.6 Research Methodology:..............................................................................................7 Limitations of the Study:.............................................................................................8 CRM and E-CRM implementation:...............................................................................9 Major Findings:.........................................................................................................13 Conclusion:...........
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industry – with challenges ranging from tighter profit margins to new entrants in the newvehicle and aftermarket service business – original equipment manufacturers (OEMs) and dealers are turning more aggressively to customer relationship management (CRM) to help attract new customers‚ increase brand loyalty‚ reduce costs‚ increase efficiency‚ and maintain a competitive advantage. Today’s automotive consumers are increasingly well-informed and have an unprecedented level of choice in the marketplace
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Bojan Nožinić Seminarski rad Metode poslovnog upravljanja CRM FAILURE RATES Failures‚ trends and the uprising of the social media What’s it all about? Customer Relationship Management‚ or CRM‚ is an information technology industry term for methodologies‚ strategies‚ software‚ and other web-based capabilities that help an company to organize and manage customer relationship. For instance‚ if a marketing department runs an outbound campaign‚ all of the information about the customers and
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First‚ eBay failed to recognize that the Chinese market and the business environment are very different from that of the West. EBay sent a German manager to lead the China operation and brought in a chief technology officer from the United States. Neither one spoke Chinese or understood the local market. It was eBay’s biggest mistake. Second‚ because the top management team didn’t understand the local market‚ they spent a lot of money doing the wrong things‚ such as advertising on the Internet in
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advantages and disadvantages for EBay given the competitive environment within the overall industry and specifically in China. By the year of 2006‚ eBay’s combined international investments in Latin American‚ Europe and Asia Pacific has totaled revenues of 2.1 billion‚ representing 49% of aggregate revenues of the company at the time. Seeing the great potential of the Chinese C2C online auction market which back then comprised of 250 million customers‚ eBay has launched various attempts majoring
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