Customer Relationship Management: Methods, Opportunities and Challenges

Name: Customer Relationship Management: Methods, Opportunities and Challenges
Brand: Nova Science Publishers Inc
Price: 284.99 EUR
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Nabil Almunawar Mohammad(Editor)

Nova Science Publishers Inc

Published on 12. June 2024

390 pages

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979-8-89113-757-8 (ISBN)

€284.99incl. 7% vat

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Content

Intro
Contents
Preface
Introduction
Contents of the Book
Acknowledgements
Chapter 1
How to Enhance Customer Retention in the Electronic Marketplaces: The Role of Knowledge Management Strategies
Abstract
1. Introduction
2. Literature Review
2.1. Knowledge Management
2.2. Hypotheses Development
3. Research Method
4. Result
5. Discussion
Conclusion
References
Chapter 2
Leveraging Customer Relationship through Key Account Management Strategy for SMEs
Abstract
Introduction
Literature Review
Pre-KAM Stage
Early-KAM Stage
Mid-KAM Stage
Partnership-KAM Stage
Synergistic-KAM Stage
Methods
Results and Discussions
Conclusion
References
Chapter 3
Assessing Customer Satisfaction of the Modern Grocery Platform by Using E-Servqual
Abstract
Introduction
Service Quality Literature Review
E-Service Quality
Results
Discussion
Efficiency
Fulfilment
System Availability
Privacy
Practical Implications
Theoretical Implications
Conclusion
Disclaimer
References
Chapter 4
Beyond Boundaries: Multichannel Strategies in Customer Relationship Management
Abstract
Introduction
Definition of Multichannel Communication in the Context of CRM
The Importance of Multichannel Strategy for Modern Businesses
The Multifaceted Benefits and Challenges
Strategic Considerations
Profound Impacts of a Multichannel Strategy
Meeting Evolving Consumer Expectations
Enhanced Data Collection and Personalization
Risk Diversification
Cohesive Brand Image
Increased Revenue Streams
Competitive Advantage
Real-Time Feedback and Agility
Designing Seamless and Consistent Multichannel Customer Experiences
The Need for a Unified Customer Experience across Channels
Key Components for Creating Seamless Customer Experiences
Customer Journey Mapping
Consistent Branding and Messaging
Data Integration and Analytics
User-Centered Design Principles
Integrating Social Media, Mobile Apps, and Other Channels for CRM
Social Media: Engaging with Customers Where They Spend Their Time
Key Platforms and Their CRM Capabilities
Strategies for Monitoring and Responding on Social Media
Mobile Apps: Offering Personalized Customer Experiences on the Go
Features and Functions that Enhance CRM
Best Practices for Mobile CRM
Integrating Traditional and Digital Channels
Email, Call Centers, and Web Integrations
The Role of Data Aggregation and Centralized CRM Systems
Chatbots and Virtual Assistants for Customer Support and Engagement
The Rise of AI-Driven Customer Support
Benefits of Using Chatbots and Virtual Assistants
24/7 Availability
Cost Efficiency
Consistent Responses
Other Benefits
Designing and Training Effective Chatbots
Natural Language Processing (NLP)
Continuous Learning and Feedback Integration
Best Practices for Implementing Virtual Assistants in CRM
Clarifying Scope and Limitations
Ensuring Smooth Escalation Paths to Human Representatives
The Necessity of Human Intervention in AI-Driven CRM
Empathy and Emotional Intelligence
Contextual Decision-Making
Ethical Oversight and Trust
Feedback Loops for AI Improvement
Handling Unprecedented Scenarios and Crisis Management
Self-Service Portals and Knowledge Bases for Customer Empowerment
Understanding the Need for Customer Self-service
Customer Expectations for Immediate Solutions
Reducing Support Overhead for Businesses
Designing User-Friendly Self-Service Portals
Intuitive Navigation
Comprehensive and Up-to-Date Information
Implementing and Maintaining Knowledge Bases
Formats and Types of Content to Include
Strategies for Regularly Updating and Improving Content
Benefits of a Well-Designed Self-Service Strategy
Increased Customer Satisfaction
Enhanced Efficiency and Resource Allocation
Predictions for Emerging Technologies and Their Role in CRM
Augmented Reality (AR) and CRM
The Internet of Things (IoT) and CRM
Quantum Computing and CRM
5G Connectivity and CRM
Blockchain and CRM
Neuromorphic Computing and CRM
Conclusion
The Future of Multichannel Communication in CRM
Embracing Technological Advancements While Maintaining the Human Touch
References
Chapter 5
Assessing Strategies of Social Customer Relationship Management (CRM) in Banking Sector
Abstract
1. Introduction
2. Literature Review
2.1. CRM 1.0
2.2. CRM 2.0
2.3. Evolution of CRM
3. Methodology
4. Findings
5. Discussion
6. Conclusion
7. Limitations
Appendix
Interview Questions
References
Chapter 6
The Challenges and Negotiation Methods of Relationship Management in Internships: A Collaborative Autoethnography of University Staff in Vietnam
Abstract
1. Introduction
2. Literature Review
2.1. Hospitality and Tourism Internship
2.2. Education Logistics and Relationship Management
2.3. University Education in Vietnam
3. Method
3.1. The Collective Autoethnography Method
3.2. Data Generation and Validation
4. Findings
4.1. The First Phase: Contacting
4.2. The Second Phase: Information Provision, Registration, and Interview
4.3. The Third Phase: Internship
4.4. The Fourth Phase: Evaluation and Conclusion
5. Discussion
5.1. Theoretical Implications
5.2. Practical Implications
6. Conclusion
6.1. Limitations and Future Research Directions
References
Chapter 7
An Exploration of the Effect of Electronic Customer Relationship Management (E-CRM) on Customer Loyalty: A Serial Mediation Analysis
Abstract
1. Introduction
2. Theoretical Framework and Hypotheses Development
2.1. Stimulus-Organism-Response (S-O-R) Model
2.2. E-CRM and Customer Loyalty
2.3. Mediating Role of Customer Experience and Customer Satisfaction
2.4. Control Variables
3. Research Methodology
3.1. Sample and Data Collection
3.2. Measures
4. Results
4.1 Assessment of Measurement Model
4.2. Direct Relationship between the Constructs
4.3. Mediation Results
5. Conclusion
6. Implications
6.1. Theoretical Implications
6.2. Practical Implications
7. Limitations and Directions for Future Research
Appendix
References
Chapter 8
AI-Powered CRM in the Post-COVID-19 Pandemic
Abstract
1. Introduction
2. Customer Services vs. Customer Experience
2.1. Post-pandemic Online Business Developments
2.2. Paradigm Change from Customer Service to Customer Experience
2.3. Future CRM Technology Based on Customer Experience
3. AI-Powered CRM
3.1. What Is AI-Powered CRM?
3.2. AI-Powered CRM Features
3.3. The Benefits of AI-Powered CRM in Post-COVID-19 Business
4. Customer Segmentation and Profiling Using Machine Learning Algorithms
4.1. Consumer Segmentation Technique Using AI-Powered CRM
4.2. Creating Consumer Profiles Based on AI-Based Big Data Analysis
4.3. Automated Segmentation Methods Using AI
4.4. Machine Learning Algorithms for Segmentation and Personalized Customer
5. AI-Driven Visualization of Customer Data and Insight Generation
5.1. Visualize Customer Data with AI-Powered CRM
5.2. Chatbot and Virtual Assistant Technology in AI-Powered CRM
5.3. AI-Powered CRM Implementation for Online Businesses in Asia
Conclusion
References
Chapter 9
Developing Customer Relationship via Instagram: The Case of Small and Medium Enterprises in Brunei Darussalam
Abstract
1. Introduction
2. Literature Review
2.1. What Is Instagram?
2.2. Instagram Business Platform Development
2.3. Consumer Relationship Management Opportunity in Instagram
2.4. Instagram Customers' Behaviours
2.5. Success Factors in Managing Instagram Business Account
2.6. Instagram Frenzy in Brunei
2.7. Problem Statement
2.8. Research Objectives
3. Research Methodology
4. Data Findings
5. Discussion
Conclusion and Future Research
References
Chapter 10
Values of Blockchain Technology in Advancing Secure and Decentralized Customer Relationship Management (CRM) Systems
Abstract
1. Introduction
2. Literature Review
2.1. Blockchain Technology
2.2. Customer Relationship Management (CRM) Systems
2.3. Traditional vs. Decentralized CRM Systems
2.4. Process of Implementing Blockchain Technology in Distributed CRM Systems
2.5. Values of Implementing Blockchain Technology in Decentralised CRM Systems
3. Research Methodology
4. Analysis and Discussion
4.1. Successful Implementation of Blockchain Technology in CRM Systems
4.1.1. Salesforce Blockchain
4.1.2. Real Blockchain Use Cases for Business
4.2. How Blockchain Technology Enhances Security and Transparency in CRM Systems
4.3. How Blockchain Technology Helps Prevent Data Breaches and Ensuring Data Accuracy in Decentralised CRM Systems
5. Implications
Conclusion
Limitations and Future Directions
References
Further Reading
Chapter 11
Healthcare Services with Social Customer Relationship Management Enabled
Abstract
1. Introduction
2. Literature Review
2.1. Customer Relationship Management (CRM)
2.2. CRM 2.0
2.3. CRM in Healthcare
3. Methodology
4. Findings
5. Discussion
5.1. Increasing the Customer Support
5.2. Customer Empowerment
5.3. Promoting Better Health Services
5.4. The Way Forward
Conclusion
References
Chapter 12
The Usage of Customer Relationship Management System at National Statistics Organization (BPS) Indonesia for Data Collection and Analysis
Abtsract
1. Introduction
2. Literature Review
3. Data Analysis in CRM
3.1. Descriptive Analysis
3.2. Predictive Analysis
3.3. Prescriptive Analysis
3.4. Data Mining and Machine Learning
3.5. Text Mining and Sentiment Analysis
4. The Challenges Associated with Data Collection in CRM
4.1. Data Quality and Consistency
4.2. Data Privacy and Security
4.3. Integration of Data from Multiple Sources
4.4. Resource Constraints and Technological Limitations
5. CRM System at BPS-Statistics Indonesia
5.1. Population Census
5.2. Agriculture Census
5.3. Economic Census
Conclusion
References
Chapter 13
Customer Relations Management and Information Security in the Development of Small and Medium Enterprises in the Era of Digitalization
Abstract
1. Introduction
2. Literature Review
2.1. Information Security
2.2. Information Security and Customer Management
3. Research Method
4. Result
4.1. Benefits of Security Management
4.2. Success Factors for Information Security Management in the Digital Era
5. Discussion
5.1. Options for Micro, Small, and Medium Enterprises and Policy Advice
Conclusion
References
Chapter 14
Managing Organizational Stability in Digital Era: Emerging Trends of Trust in Cyberspace-Based Information
Abstract
Key Terms and Definitions
1. Introduction
2. Literature Review
2.1. Organisation Stability within Information Quality
2.2. Concerning Information Quality in Cyberspace for Organizational Stability
2.3. The Importance of Building Credibility via Trust in Social Interaction
2.4. Verified Information as a Quality Effort for Organizational Stability
3. Analysis and Discussion
3.1. Enhancing the Organizational Climate with Trust to Promote Good Cooperation
3.2. Developing Information Quality Control to Promote Organizational Stability in Safe Online Environment
3.4. Improving Information Quality Credibility to Increase Organizational Life
3.5. Building Longevity in Organizations via Information Quality Based on Credibility
4. Conclusion
References
Additional Reading
About the Editors
List of Contributors
Index
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Customer Relationship Management: Methods, Opportunities and Challenges

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