Integration Of Enterprise Resource Planning Erp And Customer Relationship Management Crm For Quality Service Delivery
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Integration Of Enterprise Resource Planning Erp And Customer Relationship Management Crm For Quality Service Delivery
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Author : Markos Mulat
language : en
Publisher: GRIN Verlag
Release Date : 2017-12-15
Integration Of Enterprise Resource Planning Erp And Customer Relationship Management Crm For Quality Service Delivery written by Markos Mulat and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-12-15 with Business & Economics categories.
Master's Thesis from the year 2016 in the subject Business economics - Business Management, Corporate Governance, grade: 3.92, Addis Ababa University (Business and Economics), course: Public Management and Policy, language: English, abstract: Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow and in the process of delivering quality service, technology plays a larger role. The purpose of this study was to explore the achievements, pinpoint the challenges and scrutinize the prospects of integrating Enterprise Resource Planning (ERP) & Customer Relationship Management (CRM) and analyze their impact on quality service delivery in Ethiopian Airlines. A structured questionnaire was designed, pretested, modified, and self-distributed to senior executives, employees and customers of the company to capture data. A total sample of 165 were taken as a respondent. Out of these, 115 were employees of the company and 50 were customers who have made a flight with Ethiopian airlines on any route. Quantitative & qualitative techniques were selected to collect the data. Non-probability purposive sampling was used during the selection of the sample. The SPSS computer package was used to analyze the collected data. Feedbacks received from 84 employees and 45 customers were analyzed & the response rate was 73.1 and 90 percent respectively. The analysis of employee responses revealed that the integrated systems has improved various functions of different department in the company by acting as a catalyst to support the tactical planning processes, ensures the right number and kinds of people at the right place and right time, reduced the financial cycle closing time and improve the supply chain performance by adding value to the company. In addition, since the integration, the company is enjoying the ultimate benefit of all-in-one system that can decrease errors, lower cycle times, reduces turnaround time, and support management decisions. The findings also indicated that delivering high quality service increase customer satisfaction, which in turn leads to high level of customer commitment and loyalty. Several challenges were also pointed out among which included lack of finance to update and maintain the systems, lack of expertise in IT to operate the systems, lack of training and development of staff on the systems. The study also assessed the perception of the customers about the quality of the service delivered by the Ethiopian Airlines by using five dimensions of the SERVQUAL model.
The Internet Encyclopedia Volume 2 G O
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Author : Hossein Bidgoli
language : en
Publisher: John Wiley & Sons
Release Date : 2004-04-27
The Internet Encyclopedia Volume 2 G O written by Hossein Bidgoli and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004-04-27 with Business & Economics categories.
The Internet Encyclopedia in a 3-volume reference work on the internet as a business tool, IT platform, and communications and commerce medium.
Successful Customer Relationship Management Programs And Technologies Issues And Trends
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Author : Eid, Riyad
language : en
Publisher: IGI Global
Release Date : 2012-03-31
Successful Customer Relationship Management Programs And Technologies Issues And Trends written by Eid, Riyad and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-03-31 with Business & Economics categories.
"This book offers case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management"--Provided by publisher.
The Fundamentals Of Control Systems
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Author :
language : en
Publisher: Cybellium
Release Date :
The Fundamentals Of Control Systems written by and has been published by Cybellium this book supported file pdf, txt, epub, kindle and other format this book has been release on with Technology & Engineering categories.
Welcome to the forefront of knowledge with Cybellium, your trusted partner in mastering the cutting-edge fields of IT, Artificial Intelligence, Cyber Security, Business, Economics and Science. Designed for professionals, students, and enthusiasts alike, our comprehensive books empower you to stay ahead in a rapidly evolving digital world. * Expert Insights: Our books provide deep, actionable insights that bridge the gap between theory and practical application. * Up-to-Date Content: Stay current with the latest advancements, trends, and best practices in IT, Al, Cybersecurity, Business, Economics and Science. Each guide is regularly updated to reflect the newest developments and challenges. * Comprehensive Coverage: Whether you're a beginner or an advanced learner, Cybellium books cover a wide range of topics, from foundational principles to specialized knowledge, tailored to your level of expertise. Become part of a global network of learners and professionals who trust Cybellium to guide their educational journey. www.cybellium.com
The Proceedings Of The 11th International Conference On Traffic And Transportation Studies
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Author : Lingyun Meng
language : en
Publisher: Springer Nature
Release Date : 2024-11-13
The Proceedings Of The 11th International Conference On Traffic And Transportation Studies written by Lingyun Meng and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-11-13 with Technology & Engineering categories.
This book reflects the latest research trends, methods and experimental results in the field of traffic and transport, covering a wealth of state-of-the-art research theories and ideas. As a vital field of research, highly relevant to current developments in a number of technological areas, the topics covered include traffic data analysis, transport planning, multimodal and integrated transport, modelling and analysis of passenger behaviour, etc. The aim of the proceedings is to provide a major interdisciplinary forum for researchers, engineers, academics and industry professionals to present the most innovative research and development in the field of traffic and transportation. Engineers and researchers from academia, industry and government will also explore the solutions that combine ideas from different disciplines in the field. The volumes serve as an excellent reference for researchers and graduate students working in the field of traffic and transportation.
Information Systems And New Applications In The Service Sector Models And Methods
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Author : Wang, John
language : en
Publisher: IGI Global
Release Date : 2010-11-30
Information Systems And New Applications In The Service Sector Models And Methods written by Wang, John and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-11-30 with Business & Economics categories.
"This book examines current, state-of-the-art research in the area of service sectors and their interactions, linkages, applications, and support using information systems"--Provided by publisher.
Implementing Sap Crm
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Author : Vivek Kale
language : en
Publisher: CRC Press
Release Date : 2014-12-03
Implementing Sap Crm written by Vivek Kale and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-03 with Business & Economics categories.
In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to manage the customer-facing processes of their businesses. However, many companies have resisted implementing this most critical customer-oriented application due in large part to the lack of a single-point resource on implementing a CRM system. This book attempts to fill that gap. Implementing SAP® CRM will help technologists and managers come to grips with the vision, concept, and technology of CRM. It begins by laying out the groundwork for understanding CRM. It explains the concept and context of CRM and the tangible business benefits of CRM adoption. Demonstrating a professional approach to the evaluation and selection of SAP, it details the critical success factors (CSFs), patterns, and anti-patterns of a successful SAP CRM implementation. CRM implementations can add significant benefit to the company’s bottom line only if the company first transforms itself into a customer-centric and customer-responsive enterprise. This book explains what it means to be a customer-centric and responsive enterprise, and provides a framework for business operations based on customer relationships, rather than the traditional four Ps (product, positioning, price, promotion). It further spells out business process reengineering (BPR) strategies to configure internal business processes and operations with SAP CRM to improve customer-facing strategies, services, and relationships.
Customer Relationship Management In Sales Exam Prep
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Author : Cybellium
language : en
Publisher: Cybellium
Release Date : 2024-10-26
Customer Relationship Management In Sales Exam Prep written by Cybellium and has been published by Cybellium this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-10-26 with categories.
Designed for professionals, students, and enthusiasts alike, our comprehensive books empower you to stay ahead in a rapidly evolving digital world. * Expert Insights: Our books provide deep, actionable insights that bridge the gap between theory and practical application. * Up-to-Date Content: Stay current with the latest advancements, trends, and best practices in IT, Al, Cybersecurity, Business, Economics and Science. Each guide is regularly updated to reflect the newest developments and challenges. * Comprehensive Coverage: Whether you're a beginner or an advanced learner, Cybellium books cover a wide range of topics, from foundational principles to specialized knowledge, tailored to your level of expertise. Become part of a global network of learners and professionals who trust Cybellium to guide their educational journey. www.cybellium.com
Adaptive Health Management Information Systems
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Author : Joseph Tan
language : en
Publisher: Jones & Bartlett Learning
Release Date : 2010-03-09
Adaptive Health Management Information Systems written by Joseph Tan and has been published by Jones & Bartlett Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-03-09 with Business & Economics categories.
Health management information systems : a managerial perspective / Joseph Tan -- Health management information systems executives : roles and responsibilities of chief executive officers and chief information officers in healthcare services organizations / Joseph Tan -- Online health information seeking : access and digital equity considerations / Fay Cobb Payton and Joseph Tan -- Health management information system enterprise software : the new generation of HMIS administrative applications / Joshia Tan with Joseph Tan -- Community health information networks : building virtual communities and networking health provider organizations / Jayfus T. Doswell, SherRhonda R. Gibbs, and Kelley M. Duncanson -- Trending toward patient-centric management systems / Joseph Tan with Joshia Tan -- Health management information system integration : achieving systems interoperability with Web services / J.K. Zhang and Joseph Tan -- Health management strategic information system planning/information requirements / Jon Blue and Joseph Tan -- Systems development : health management information system analysis and developmental methodologies / Joseph Tan -- Data stewardship : foundation for health management information system design, implementation, and evaluation / Bryan Bennett -- Managing health management information system projects : system implementation and information technology services management / Joseph Tan -- Health management information system standards : standards adoption in healthcare information technologies / Sanjay P. Sood ... [et al.] -- Health management information system governance, policy, and international perspectives : HMIS globalization through e-health / Anantachai Panjamapirom and Philip F. Musa -- Health management information system innovation : managing innovation diffusion in healthcare services organizations / Tugrul U. Daim, Nuri Basoglu, and Joseph Tan.
Evaluating Information Systems
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Author : Zahir Irani
language : en
Publisher: Routledge
Release Date : 2008-05-12
Evaluating Information Systems written by Zahir Irani and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-05-12 with Business & Economics categories.
The adoption of Information Technology (IT) and Information Systems (IS) represents significant financial investments, with alternative perspectives to the evaluation domain coming from both the public and private sectors. As a result of increasing IT/IS budgets and their growing significance within the development of an organizational infrastructure, the evaluation and performance measurement of new technology remains a perennial issue for management. This book offers a refreshing and updated insight into the social fabric and technical dimensions of IT/IS evaluation together with insights into approaches used to measure the impact of information systems on its stakeholders. In doing so, it describes the portfolio of appraisal techniques that support the justification of IT/IS investments. Evaluating Information Systems explores the concept of evaluation as an evolutionary and dynamic process that takes into account the ability of enterprise technologies to integrate information systems within and between organisations. In particular, when set against a backdrop of organisational learning. It examines the changing portfolio of benefits, costs and risks associated with the adoption and diffusion of technology in today's global marketplace. Finally approaches to impact assessment through performance management and benchmarking is discussed.