CFP last date
20 December 2024
Call for Paper
January Edition
IJCA solicits high quality original research papers for the upcoming January edition of the journal. The last date of research paper submission is 20 December 2024

Submit your paper
Know more
The week's pick
Responsive image
Improved Shuffled Frog Leaping Algorithm with Self-Adaptive Shuffling for Fuzzy Logic PD+G Controller Optimization in Robotic Manipulators

Duc Hoang Nguyen
Random Articles
Reseach Article

Customer Relationship Management: An IT Success as Multifunctional Domain and it’s Fututre Directions

by Deepak A. Vidhate, Mansi Palve, Anushka Joshi, Aishwarya Lonkar, Tushar Nimase, Harshavardhini Mane, Adhikar Shinde, Dheeraj Kohli
journal cover thumbnail

International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Volume 183 - Number 19
Year of Publication: 2021
Authors: Deepak A. Vidhate, Mansi Palve, Anushka Joshi, Aishwarya Lonkar, Tushar Nimase, Harshavardhini Mane, Adhikar Shinde, Dheeraj Kohli
10.5120/ijca2021921538

Deepak A. Vidhate, Mansi Palve, Anushka Joshi, Aishwarya Lonkar, Tushar Nimase, Harshavardhini Mane, Adhikar Shinde, Dheeraj Kohli . Customer Relationship Management: An IT Success as Multifunctional Domain and it’s Fututre Directions. International Journal of Computer Applications. 183, 19 ( Aug 2021), 30-34. DOI=10.5120/ijca2021921538

@article{ 10.5120/ijca2021921538,
author = { Deepak A. Vidhate, Mansi Palve, Anushka Joshi, Aishwarya Lonkar, Tushar Nimase, Harshavardhini Mane, Adhikar Shinde, Dheeraj Kohli },
title = { Customer Relationship Management: An IT Success as Multifunctional Domain and it’s Fututre Directions },
journal = { International Journal of Computer Applications },
issue_date = { Aug 2021 },
volume = { 183 },
number = { 19 },
month = { Aug },
year = { 2021 },
issn = { 0975-8887 },
pages = { 30-34 },
numpages = {9},
url = { https://ijcaonline.org/archives/volume183/number19/32034-2021921538/ },
doi = { 10.5120/ijca2021921538 },
publisher = {Foundation of Computer Science (FCS), NY, USA},
address = {New York, USA}
}
%0 Journal Article
%1 2024-02-07T01:17:15.928316+05:30
%A Deepak A. Vidhate
%A Mansi Palve
%A Anushka Joshi
%A Aishwarya Lonkar
%A Tushar Nimase
%A Harshavardhini Mane
%A Adhikar Shinde
%A Dheeraj Kohli
%T Customer Relationship Management: An IT Success as Multifunctional Domain and it’s Fututre Directions
%J International Journal of Computer Applications
%@ 0975-8887
%V 183
%N 19
%P 30-34
%D 2021
%I Foundation of Computer Science (FCS), NY, USA
Abstract

Customer Relationship Management (CRM) is a business strategy for improving profitability by focusing on customer needs and creating an attentive relationship with the customer. It’s an approach that focuses on managing relationships between the company and the customer and how to develop and retention it. A CRM system can provide powerful competitive advantage for organizations to enable them to survive in today’s market. There are various complex organizations, offering a wide range of services, which involve a multiplicity of customers, stakeholders and service providers; both in terms of type and number. Satisfying a diverse set of customer groups is complex, and requires development of strategic Customer Relationship Management (CRM). This paper contributes to the multifunctional domain area, by proposing an approach that scopes CRM strategy, allowing us a better understanding CRM implementation in diverse area; maximizing alignment of customer and management desires, expectation and needs. In IT terms, CRM means an enterprise – wide integration of technologies working together such as data warehouse, web site, phone support system, accounting, sales, marketing and production. This paper is directed towards information technology (IT) and marketing management (CRM) solution. The goal of this article is not to provide at all inclusive tutorial on CRM, but rather to provide a high level insight of the fundamental principles behind CRM and critical aspects of the IT development process.

References
  1. Chen, I. J., & Popovich, K. “Understanding customer relationship management (CRM): People, process and technology” Business Process Management Journal, 9(5), 672- 688, 2003.
  2. Deepak A Vidhate, Parag Kulkarni, “Performance comparison of multiagent cooperative reinforcement learning algorithms for dynamic decision making in retail shop application”, International Journal of Computational Systems Engineering, Inderscience Publishers (IEL), Volume 5, Issue 3, pp 169-178, 2019.
  3. Bain & Company, “Insights – Management tools” Available at: http://www.bain.com/publications/articles/management-tools-customerrelationship-management.aspx, Accessed May 10, 2013.
  4. Bevan, K., Galbreath, J., Heth, M. “The great debate – Justifying your investment in customer relationship management solutions” Available at: http://www.crmxchange.com, Accessed April 28, 2013.
  5. Deepak A Vidhate, Parag Kulkarni, “A Framework for Dynamic Decision Making by Multi-agent Cooperative Fault Pair Algorithm (MCFPA) in Retail Shop Application”, Information and Communication Technology for Intelligent Systems, Springer, Singapore, pp 693-703, 2019.
  6. Fletcher, L. A. “Going beyond the buzzword: what exactly is CRM?” Learned Publishing, 14(3), 213-222, 2001.
  7. Deepak A Vidhate, Parag Kulkarni, “A Novel Approach by Cooperative Multiagent Fault Pair Learning (CMFPL)” Communications in Computer and Information Science, Springer, Singapore, Volume 905, pp 352-361,2018.
  8. Payne, A., & Frow, P.“The role of multichannel integration in customer relationship management” Industrial Marketing Management, 33(6), 527-538,2004.
  9. Deepak A. Vidhate and Parag Kulkarni, “Expertise Based Cooperative Reinforcement Learning Methods (ECRLM)”, International Conference on Information & Communication Technology for Intelligent System, Springer book series Smart Innovation, Systems and Technologies (SIST, volume 84), Cham, pp 350-360, 2017.
  10. Payne, A., & Frow, P “A strategic framework for customer relationship management”, Journal of marketing, 167-176,2005.
  11. Deepak A. Vidhate and Parag Kulkarni "Innovative Approach Towards Cooperation Models for Multi-agent Reinforcement Learning (CMMARL) "International Conference on Smart Trends for Information Technology and Computer Communications Springer, Singapore, pp. 468-478, 2016.
  12. Ryals, L., & Knox, S. “Cross-functional issues in the implementation of relationship marketing through customer relationship management” European Management Journal, 19(5), 534-542,2001.
  13. Xu, Y., Yen, D. C., Lin, B., & Chou, D. C. “Adopting customer relationship management technology” Industrial management & data systems,102(8), 442-452,2002.
  14. Deepak A Vidhate and Parag Kulkarni, “Enhanced Cooperative Multi-agent Learning Algorithms (ECMLA) using Reinforcement Learning” International Conference on Computing, Analytics and Security Trends (CAST), IEEE Xplorer, pp 556 - 561, 2017
  15. Ngai E.W.T. “Customer relationship management research (1992-2002)” An academic literature review and classification. Marketing Intelligence & Planning, 23(6) pp. 582-605,2005.
  16. Osarenkhoe A. “Customer-Centric Strategy: A longitudinal study of implementation of a customer relationship management solution” International Journal of Technology Marketing, 1(2), pp. 115-143,2006.
  17. Deepak A Vidhate, Parag Kulkarni, “Exploring Cooperative Multi-agent Reinforcement Learning Algorithm (CMRLA) for Intelligent Traffic Signal Control”, Smart Trends in Information Technology and Computer Communications. SmartCom 2017, Volume 876, pp 71-81,2018.
  18. Özgener S. and Iraz R. “Customer relationship management in small-medium enterprises: The case of Turkish tourism industry” Tourism Management 27, pp. 1356-1363, 2006.
  19. Lenskold J. D. “Customer-Centric Marketing ROI” Marketing Management 13(1), pp. 26-31, 2004.
  20. Cleary C.“Strategic issues in customer relationship management CRM) implementation” Business Process Management Journal 9(5), pp. 592 – 602, 2003.
Index Terms

Computer Science
Information Sciences

Keywords

Customer relationship management stakeholders multifunctional domain marketing management solution

Powered by PhDFocusTM