social CRM

Discusses current CRM-related topics such as collaboration using social networks, mobile CRM (m-CRM), integration with ERP, etc. Supports text with numerous figures, tables, and exhibits to make presentation of concepts crisp and reader-friendly Includes variety of chapter-end exercises including objective type questions, concept review questions, critical thinking questions, and project assignments to test the understanding of the subject Provides chapter-end case studies to demonstrate challenges involved in CRM in real-life situations Key Features Customer Relationship Management (CRM) is a comprehensive textbook designed to meet the needs of postgraduate management students specializing in marketing. It explains the concepts and application of CRM through numerous examples, exhibits, and cases. The book is divided into four parts comprising twelve chapters. Part I on CRM Concepts and Processes introduces the subject and establishes the importance of understanding and collaborating with customers. Part II on Analytical CRM discusses database management, data mining, and analysis. Part III on CRM Operations discusses the methods to design loyalty programs and role of marketing channels in CRM. The final part (IV) on CRM: Technology, Implementation and Applications includes discussions, technological developments of CRM, need for its implementation in the services sector and its assessment. Besides students, the book with its application-oriented approach would also be useful to CRM professionals.

LABform
LAB Group
LAB Group Pty Ltd
LAB Group Services Pty Ltd
EV
EIDV
Electronic Verification
Electronic Identity Verification
AML
CTF
KYC
Know Your Customer
Customer Acquisition
Customer On-boarding
Customer Registration
Anti-Money Laundering
Counter-Terrorism Financing

Research Project Report
Submitted to the Punjab Agricultural University in partial fulfillment of the requirements for the degree of MASTER OF BUSINESS ADMINISTRATION in MARKETING MANAGEMENT


ABSTRACT
The present research was undertaken to study the Customer Relationship Management (CRM) practices followed by selected hotels in Ludhiana and to study the customer satisfaction with respect to the CRM practices followed by the selected Hotels. For the purpose of the study, a sample of 10 hotels were selected from the list obtained from Restaurant and Hotel Association of Ludhiana on random basis and 150 customers were selected on basis of convenience. The managers/owners of the hotel and customers were contacted to satisfy the objective of the study. It was found that most of the managers had a positive attitude towards CRM practices and the most common activities undertaken were studying the existing database of the customers and personal counseling. The benefits of CRM are increased customer satisfaction and increased customer loyalty. The customers were also satisfied with the CRM practices to some extent and referred the hotel to friends and relatives.
Key Words: Customer Relationship Management, Hotel Industry, Customer Satisfaction.

1.2 Customer Relationship Management

CRM model based upon customer-centric business philosophy and culture to support effective marketing, sales, long term relationships and services process could be a lifesaver for most business especially for hotel industry. CRM is about managing customer knowledge to better understand and serve them. It is an umbrella concept that places the customer at the centre of an organization. Customer service is an important component of CRM: however CRM is also concerned with coordinating customer relations across all business functions, points of interaction, and audiences. CRM can bring a lot of benefits for hotels such as customer satisfaction and loyalty, increase in revenues, decrease in costs, and a sustainable competitive advantage.
CRM involves the integration of technology and business processes used to satisfy the needs of a customer. In terms of IT, CRM is defined as “an enterprise wide integration of technologies and functions such as data warehouse, websites, intranet/ extranet, telephone support system, accounting, sales, marketing and production”.

CRM is an all-embracing approach and CRM as an IT term. CRM is an idea regarding how a company can keep their most profitable customers by increasing the value of interaction. The value is maximized through differentiation of the management of customer relationships”. Another definition is formulated as follows, “basically, CRM is a notion regarding how an organization can keep their most important customers and at the same time reduce costs, increase the values of interaction to consequently maximize the profits”. CRM can also be defined as “an information industry term for methodologies, software, and usually internet capabilities that help an enterprise manage customer relationships in an organized way” or be defined as “an all embracing approach, which seamlessly integrates sales, customer service, marketing, field support and other functions that touch customers”. (Xu et al, 2002)
1.3 History of CRM

The CRM term grew from the desire to combining the terms helpdesk, customer support, ERP (Enterprise Resource Program) and data mining. It is not entirely cleared who introduced the term to the business world but one can say that the term emerged from still ongoing trial and error approaches.
In the beginning there was PIM, or Personal Information Manager- a limited use, all purpose electronic diaries with basic database functionality, that you can use to start organizing your names and addresses, and time amongst other things. The PIM slowly morphed into the CMS, or Contact Management System, as a result of its increasing take on by people in sales and marketing, incorporating a more specific set of requirements to help them scale the pit.
Contact Management software became SFA, as in Sales Force Automation systems, what now forms the cornerstone of modern CRM applications. CRM is short for Customer Relationship Management, which is the industry term for the set of methodologies and tools that help an enterprise manage customer relationships in an organized way.
The first CRM initiatives, launched in the early 1990s, focused mainly on call center activities. Later, companies widened the focus to include sale and open additional channels. CRM with requiring customer-centric business philosophy and culture to support effective marketing, sales and service process can enable effective customer relationship, customer satisfaction and customer loyalty. CRM has developed as an approach based on gain a 360- degree view of the customer, having all the data from all touch points, maintaining positive relationships with customers, increasing customer loyalty, and expanding customer lifetime

value (Olsen, 1996). Understanding the needs of customers and offering value-added services are recognized as factors that determine the success or failure of companies.
1.4 Benefits of CRM

The real value to the company lies in the value they create fir their customers and in the value the customers delivers back to the company. Accordingly, it is important to mark that the value does not lie in more information and in more advanced technology. The value lies in the customer knowledge and how the company uses that knowledge to manage their customer relationships. Knowledge is the sole of CRM. Unfortunately, few companies are transforming the information to customer knowledge and therefore they miss the opportunity to provide value to their customers. However, applied in the right way, CRM is the tool that contributes to profit. If companies are transforming the customer data into knowledge and then use that knowledge to build relationships it will create loyalty, followed by profits. Companies can gain many benefits from CRM as given below:

Customer Relationship Management (CRM) adalah salah satu bentuk aplikasi Teknologi Informasi (TI) di departemen penjualan atau marketing suatu perusahaan. Tetapi ide atau nafas dari CRM sendiri tidak lain dan tidak bukan adalah pelayanan, contoh nyatanya bisa ditanyakan ke penjaga warung dekat rumah yang mampu menjaga pelanggannya selama bertahun-tahun. Artikel pertama dari penulis akan mencoba memaparkan apa itu CRM, sejarah CRM, apa yang ada di pasaran, implementasi CRM dan apa keuntungan dan kerugian yang mungkin terjadi. Seluruh dokumen di IlmuKomputer.Com dapat digunakan, dimodifikasi dan disebarkan secara bebas untuk tujuan bukan komersial (nonprofit), dengan syarat tidak menghapus atau merubah atribut penulis dan pernyataan copyright yang disertakan dalam setiap dokumen. Tidak diperbolehkan melakukan penulisan ulang, kecuali mendapatkan ijin terlebih dahulu dari IlmuKomputer.Com. Kuliah Umum IlmuKomputer.Com

İnternet teknolojisinin ivmeli bir şekilde gelişmesi, insanların sosyalleşme ihtiyacını internete de yöneltmesine yol açmıştır ve böylelikle sosyal medya kavramı ortaya çıkmıştır. Sayısı süratle artan sosyal medya platformlarının bazıları kısa süre içinde, en çok girilen internet sayfalarından da olmuştur. Bunun sonucunda, firmaların da sosyal medyada kendine yer bulması gecikmemiştir.
Çalışma, sosyal medya kullanıcılarının takip ettikleri firmalara yönelik algılarını etkileyen faktörlerin varlığını araştırmaktadır. Bu araştırma kapsamında, internet üzerinde 5’li Likert ölçeğine göre 40 soruluk bir anket oluşturulmuştur ve bu anketi belirli süre içinde 228 kişi doldurmuştur. Değerlendirmeye alınabilecek olan 208 ankete, faktör analizi, güvenilirlik analizi ve regresyon analizi uygulanmıştır. Bu analizlerin uygulanması esnasında IBM SPSS 19 paket programı kullanılmıştır.
Bu analizlerin uygulanmasındaki esas amaç, yanıtlanan soruları gruplamak ve algılarla ilişkisi aranabilecek mantıklı faktörler oluşturmaktır. Bu sebeple anket sonuçlarına faktör analizi ve güvenilirlik analizi uygulanmıştır ve sekiz faktör ortaya çıkmıştır. Bu faktörler, belirlenmiş olan altı algıyla kıyaslanmıştır ve regresyon analizi yöntemi kullanılarak ilişki aranmıştır.
Yapılan çalışmanın sonucunda, algılar ve faktörler arasındaki ilişkinin varlığını konu alan 48 tane hipotezin 19 tanesi doğrulanmıştır, geriye kalan 29 adet hipotezi reddetmek için ise gerekli delil bulunamamıştır.
Bu bağlamda, sosyal medya kullanıcılarının takip ettikleri firmalara yönelik algılarını etkileyen faktörlerin varlığı ortaya konmuştur. Gelecek çalışmalarda yapılacak olan derinlemesine incelemelerle, bu algılara etki eden diğer faktörler de ortaya konacaktır ve günümüz gerçeği olan sosyal medyaya yatırım yapmak isteyen firmalara yol gösterici olacaktır.

La idea consta de que en función de los años, los productos pueden variar, la forma en que son entregados a los clientes cambia, el personal que atiende a estos mismo pude rotar, las políticas de atención pueden verse corregidas, pero la única constante, con poca variabilidad a través de los años son los clientes, los cuales son los encargados de dar el sustento para que la empresa pueda seguir adelante.
Es por esto que se desea generar un marco conceptual de trabajo el cual permita a la empresa el poder manejar las relaciones con el cliente de manera efectiva y redituable, a través de estudios de los clientes, saber cómo tratarlos, que enfoque dar a cada uno y segmentarlos conforme intereses comunes con el fin de aplicar estrategias comerciales que permitan el poder tener acercamientos con ellos y ayudarlos a escalar en los niveles de experiencia con la compañía.

This study investigated the impact of digital marketing on the online purchase intention of e-commerce consumers in Malaysia. In addition, the mediating effect of customer relationship management (CRM) between digital marketing and online purchase intention was also accessed because previous researchers have not detailed the mediating effect. A quantitative research method was applied to collect empirical data from 202 online shoppers selected by snowball sampling technique. Data were collected through a self-administered questionnaire in the greater Klang Valley region of Malaysia. Normality and reliability of the instrument were assessed using IBM SPSS 22, followed by confirmatory factor analysis and structural equation modelling using IBM SPSS AMOS 24. The validity of the measurement model and mediation analysis were carried out as per the research objectives. The results suggested that digital marketing had a positive significant impact on online purchase intention. However, the mediating effect of CRM was found to be insignificant. The study contributed to the literature by providing a structural model of digital marketing and purchase intention to measure the impact of digital marketing on online purchase intention in the context of Malaysian e-commerce. The paper then discussed the implications, limitations, and future research opportunities. Contribution/ Originality: The study contributed to the existing literature by providing a structural model to measure the impact of digital marketing on online purchase intention in the context of Malaysian e-commerce. Besides, the mediating effect of CRM was also assessed as previous researchers have not detailed the same.

Uçuş emniyetinin vazgeçilmez unsuru insandır. İnsan yeteneklerinin kısıtlı olması, insanın teknik ve teknik olmayan yetkinliklerinin birçok değişken tarafından etkilenmesi, insan faktörünün uçuş emniyetini sağlamadaki rolünü önemli hale getirmiştir. Uçuş faaliyetlerinin tarihsel sürecine bakıldığında insan faktörünün uçak kazalarındaki yerinin %70-80 oranında olduğu görülmektedir. İnsan faktörüyle ilgili dinamikleri tam olarak bilmeden ve insan faktörlerinin uçuş operasyonlarına olan etkisi anlaşılmadan uçuş emniyetini sağlamanın zor olduğu bilinmektedir. Bu noktadan hareketle, bu çalışmada pilot performansının uçuş emniyetindeki yeri nitel araştırma yöntemi ile araştırılmıştır. Öncelikle, ayrıntılı bir şekilde insan faktörüne ilişkin bir literatür taraması yapılmış ve sonrasında tecrübeli kaptan pilotlarla yarı yapılandırılmış mülakatlar yapılarak konuyla ilgili veriler toplanmış, takiben elde edilen bulgular yorumlanarak araştırma tamamlanmıştır. Araştırmanın sonunda hava yolu işletmelerine sunulmak üzere insan performansını arttırmaya yönelik olarak “pilot performansını iyileştirecek bir öneri seti” oluşturulmuştur. Elde edilen önerilerde özellikle kurumal iklimin iyileştirilmesi, yönetimde adaletin sağlanması, uçuşa bilgili ve hazırlıklı gelme ve ihlallerden uzak durmanın ön planda olduğu görülmüştür. Çalışmada Ekip Kaynak Yönetimi (EKY) ve Tehdit ve Hata Yönetimi (TEHY) dinamikleri de dikkate alınmıştır. Çalışmanın ana amacı hava yolu işletmelerinde pilot performansını arttırmaya yönelik öneriler sunmaktır.
Anahtar Kelimeler: İnsan Faktörü, Pilot Performansı, Uçuş Emniyeti, Uçuş Operasyonları, Ekip Kaynak Yönetimi.

Kazanmak veya kaybetmek! Bütün mesele "Analitik Karar Mekanizmanızda...
Öncelikle AIMS’in uzmanlaştığı konunun veri analitiği olduğunu belirtmek isterim. 2000 yılından bu yana Bankacılık, Sigorta, Perakende, Enerji, Üretim, Telekom, Ulaşım, Kamu vb. farklı sektörlerde, farklı uygulama alanlarında, farklı iş ihtiyaçlarına yönelik birçok analitik proje gerçekleştirdik. Şirketlerin ve kurumların analitik kültürü şirketlerine mutlaka entegre etmeleri gerektiğine inanıyoruz. “360 Derece Analitik Vizyon” stratejisinin kuruluşların bilgi dönüşümü projelerinin bel kemiğini oluşturması için kuruluşları destekliyoruz. 
AIMS olarak gerçekleştirdiğimiz “360 Derece Analitik Dönüşüm Projeleri”’nde en önemli adım müşteriyi anlamak. Bu kapsamda “360 Derece Müşteri Analitiği” projeleri analitik dönüşüm projelerinin önemli bir parçasını oluşturuyor. Bu projelerde müşterinin mevcut değerini anlamak, müşterileri davranışlarına göre segmente etmek, müşterilerin potansiyel değerlerini öngörmek, ürün eğilim modellemesi, müşteri şikayet/talep modellemesi, müşteri kaybını öngörme, vb. kapsamlı analitik çalışmalar gerçekleştiriyoruz.  Analitik Dönüşüm projelerinde talep tahmini, sahtecilik ve finansal suçlar ile analitik mücadele, noktasal birimlerin analitik yönetimi gibi konular da önemli projeler. AIMS olarak “Dinamik Talep Tahmini”, “Analitik Sahtecilik Yönetimi”, “Nokta Bazlı Zeka” gibi uygulama çözümlerimiz ile bu ihtiyaçlara cevap vermekteyiz. On altı yıldır farklı sektörlerde gerçekleştirdiğimiz analitik projelerin deneyimi ile oluşturduğumuz uygulama çözümleri projelerdeki hızlı aksiyona dönüşüm, yatırım geri dönüşü (ROI) ve başarımızın garantisi.

Despite the growing recognition of the critical role of post-sale service on the salesperson-customer relationship, few studies have explored how salesperson service behaviors (SSB) are enhanced through tools such as sales-based customer relationship management (CRM) technology and social media. Using dyadic salesperson-customer data within a business-to-business context, this study analyzes the direct effects of sales-based CRM technology on the behaviors of diligence, information communication, inducements, empathy and sportsmanship. Additionally, the study examines the interactive effects of sales-based CRM technology and social media on these behaviors. The results indicate that sales-based CRM technology has a positive influence on SSBs and that salespeople using CRM technology in conjunction with social media are more likely to exhibit higher levels of SSBs than their counterparts with low social media technology use.

Purpose -Customers have high expectations that company representatives contacted online will go out of their way to be helpful. One type of social media that may be particularly useful as a customer relationship management (CRM) tool is microblogging platforms such as Twitter. The purpose of this paper is to look at the impact of perceived helpfulness of customer representative microblog responses on people's perceptions of brand trust, brand benevolence, brand attitudes and intentions to try or purchase a brand. Design/methodology/approach -A field experiment was conducted to manipulate three variables: type of helpfulness response (empathetic or problem-solving), amount of helpfulness (less or more helpful), and interface in which responses were viewed (branded, Google, or Twitter). Findings -The interaction between type of helpfulness and amount of helpfulness led to greater perceptions of company trustworthiness and benevolence when there were many problem-solving responses than when there were few, but the number of empathetic postings did not reveal this same pattern. Furthermore, attitudes towards the brand were greater when there were many problem-solving postings than when there were few problem-solving postings, and lower when there were many empathetic postings than when there were few empathetic postings. Originality/value -Marketers must think carefully about whether they have the necessary resources to successfully engage consumers on microblogs. This paper found that simply acknowledging that a problem exists is not the level of engagement that consumers expect. Thus, companies that cannot afford to monitor microblogs for signs of consumer distress and then respond to consumers' problems are advised to not publicly respond in purely empathetic ways.

Our enterprise solution creates the platform to reach your target audience, increase the footfall and retain the customers with the tangible solutions. Our enterprise web and mobile app solution cater industries like retail, e-commerce, education, banking and finance, real estate, construction, but not limited to this. With the efficient solutions, business centralizes the standard work process effectively and build the real-time accessibility with a huge client base.

Purpose: The Indian banking business is moving away from transactional banking and toward Relationship Marketing. The banking sector's operations and services have been influenced by the continual and rapid growth of information and communication technology (ICT). For this purpose, the notion of e-CRM, this describes an improved contact with consumers through Internet, web browsers and e- applications. This has been introduced to new research trends. Objective: In this paper, we have defined with empirically to gain an insight of the influencing factors of e-CRM concept and its benefits to both customers and banks. Methodology: This paper develops an evaluating model for selecting best influencing factors of e-CRM to solidify relationships with existing customers based on the influencing factors incorporating with the analytic hierarchy process (AHP) method. Tryouts The proposed model has proven useful in evaluating factors value for the e-CRM conditions by presenting the results of an empirical study.

The increasing relevance of social media triggered the adoption and application of Social CRM by different companies. In this context, digital marketing agencies must also adapt their ser-vices to address these transformations. This paper analyzes the literature and industry information about Social CRM to de-velop a classification of Social CRM services related to the digital marketing industry. The study validates the developed list with academic and industry experts in the field. This classi-fication supports further studies and might guide companies when defining their Social CRM services.

Customer relationship management has been evolved over a period of time and it
is necessary for marketers to update themselves on usage of technology while
maintaining relationship with the customers. We have studied about customer
relationship management of companies with customers for selling their products and
services. In this paper, the researcher is trying to understand the customer
relationship management of Bollywood actor Akshay Kumar with the usage of latest
social media tools. Akshay is most prolific and leading celebrity of India. He has
excellent brand value. In researcher opinion, he is excellent marketer as well who
knows how to sell himself with effective usage of technology and other social media
tools. In this paper the researcher will also discuss various aspects of marketing
strategy adopted by actor Akshay Kumar to connect with his viewers.

Purpose of the study. By relying on the value creation perspective from a knowledge economy viewpoint, the aim of the paper is to analyze if the introduction of Social Media may be considered as an evolution or as a revolution of Relationship Marketing. This paper represents the first step of a longer path aimed at analyzing the evolution of the connections between Relationship Marketing (RM) and Public Relations (PR)in light of the introduction of Social Media, considered as tools of co-production and co-creation of value for firms.

Customer RelationshipManagement (CRM) has been an important ally to companies willing to improve their customer experiences. Lately, Machine Learning (ML) and its techniques have been transforming the way companies interact with their customers through data analysis. This paper reviews the literature on the application of ML techniques to improve CRM processes and provides an overview of used techniques and their application to each CRM dimension and element. In addition, the practical implications are analyzed based on recent developments of CRM tools in the field of ML. The paper delivers insights for future studies as well as for CRM tools willing to improve their analytical and automated services and features.

At its core, customer relationship management (CRM) is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. A saying frequently heard and said in many businesses is " customer is king. " CRM helps businesses build a relationship with their customers that, in turn, creates loyalty and customer retention. Since customer loyalty and revenue are both qualities that affect a company's revenue, CRM is a management strategy that results in increased profits for a business. At its core, a CRM tool creates a simple user interface for a collection of data that helps businesses recognize and communicate with customers in a scalable way.

The Core Reference Model (CRM) is a high-level depiction of major groupings of environmental data and their relationships. It was created to provide federal, state, and tribal environmental agencies with guidance for consistently building and sharing environmental data on the Exchange Network. By providing a high-level environmental data model that accommodates a variety of environmental topics, the CRM facilitates the creation of Data Exchange Templates (DET) such as XML schema for any variety of environmental data exchanges that share common components. By providing a complete model of environmental information, the CRM also provides the Environmental Data Standards Council (EDSC) with opportunities to identify new data standards as well as guidance on the structuring of data standards.

SE LA RELAZIONE TRA MARCA E CONSUMATORE
È DA SEMPRE ALLA BASE DELL’ESISTENZA
STESSA DEL BRAND COME IMMAGINE
E VALORE PERCEPITO, LA SUA COSTANTE
EVOLUZIONE SULL’ONDA DEL MOLTIPLICARSI
DI STRUMENTI E OCCASIONI DI CONTATTO E INTERSCAMBIO SI TRADUCE NELL’INTRODUZIONE
DELL’UNIVERSO “SOCIAL” ALL’INTERNO
DELLA DINAMICA CONVERSAZIONALE,
IN MANIERA ATTIVA, COLLOQUIO, E PASSIVA,
ASCOLTO.

In today's highly competitive environment, an increasing number of companies have realized the importance of becoming more customer-centric. They invested a large amount of time and resources in a Customer Relationship Management (CRM). However, it is increasingly more difficult for companies to know how to retain an existing customer and even harder getting new one. It is six to seven times more expensive and time consuming to gain a new customer than to keep an existing one. Not only the price is no longer critical, customers are changing their expectations and behaviour. They can easily compare the prices and change the plan from whom to buy at a minimal cost. This puts increasing demands on companies in the area of customer care and customer service. One of the ways to retain customer base and to ensure recurring purchases is adjusting to meet customer's needs, ensuring its satisfactioncustomer must be at the heart of company interests. Appropriately selected IT solution of CRM can help them. Despite this fact, the majority of companies still don't use correctly all the possibilities which CRM offering or many implemented CRM projects failed to be successful. The problem is that these companies often do not know why they were not successful. Other companies will make the same mistakes if these failures are not recognized. This paper is focused a brief overview of the current status of CRM in Slovak companies -the base research results.

Outsourcing of Digital Marketing services is a commonly adopted strategy in the market. The increasing importance of the Social CRM topic and its data analysis feature sheds light on specific changes that might occur on how Digital Marketing Agencies offer their services, as well as on outsourcing practices. This work analyzes the Social CRM services provided by these agencies and validates them according to the German market. It focuses on a preliminary phase within the research process, which aims at discovering outsourcing practices within German SMEs. The results support the adaptation and validation of the Social CRM services according to the German Digital Marketing Agencies. Additionally, it provides an overview on the types of service German agencies provide, as well as the practical implications for these companies.

Uçuş emniyetinin vazgeçilmez unsuru insandır. İnsan yeteneklerinin kısıtlı olması, insanın teknik ve teknik olmayan yetkinliklerinin birçok değişken tarafından etkilenmesi, insan faktörünün uçuş emniyetini sağlamadaki rolünü önemli hale getirmiştir. Uçuş faaliyetlerinin tarihsel sürecine bakıldığında insan faktörünün uçak kazalarındaki yerinin %70-80 oranında olduğu görülmektedir. İnsan faktörüyle ilgili dinamikleri tam olarak bilmeden ve insan faktörlerinin uçuş operasyonlarına olan etkisi anlaşılmadan uçuş emniyetini sağlamanın zor olduğu bilinmektedir. Bu noktadan hareketle, bu çalışmada pilot performansının uçuş emniyetindeki yeri nitel araştırma yöntemi ile araştırılmıştır. Öncelikle, ayrıntılı bir şekilde insan faktörüne ilişkin bir literatür taraması yapılmış ve sonrasında tecrübeli kaptan pilotlarla yarı yapılandırılmış mülakatlar yapılarak konuyla ilgili veriler toplanmış, takiben elde edilen bulgular yorumlanarak araştırma tamamlanmıştır. Araştırmanın sonunda hava yolu işletmelerine sunulmak üzere insan performansını arttırmaya yönelik olarak "pilot performansını iyileştirecek bir öneri seti" oluşturulmuştur. Elde edilen önerilerde özellikle kurumal iklimin iyileştirilmesi, yönetimde adaletin sağlanması, uçuşa bilgili ve hazırlıklı gelme ve ihlallerden uzak durmanın ön planda olduğu görülmüştür. Çalışmada Ekip Kaynak Yönetimi (EKY) ve Tehdit ve Hata Yönetimi (TEHY) dinamikleri de dikkate alınmıştır. Çalışmanın ana amacı hava yolu işletmelerinde pilot performansını arttırmaya yönelik öneriler sunmaktır.

RESUMO Diante a fatores com globalização e ascensão tecnológica, proporcionando a intensa utilização de dispositivos móveis, surge o contexto capacitante para o estudo e desenvolvimento de SCRM (Social Customer Relationship Management). O SCRM tem por objetivo integrar a gestão de relacionamento com clientes às mídias sociais, de forma a buscar um melhor entendimento na forma de satisfação das necessidades dos stakeholders. Nesse sentido, o setor bancário percebe a necessidade de não apenas acompanhar esse movimento, mas sobretudo entender como novos playeres, sobretudo as Fintechs (Financial and Technology) passam a disputar esse mercado que é cada vez mais competitivo. Diante ao exposto, o trabalho em questão tem como objetivo avaliar as possibilidades de aplicação de SCRM nas Fintechs, e verificar como estão sendo estudados os assuntos que inter-relacionam esses temas. Na metodologia da pesquisa utilizou-se a análise cientométrica do software Vosviewer para identificar o vínculo entre as palavras-chave. A pesquisa bibliométrica foi realizada nas bases Elsevier, EBSCOhost e Inderscience, utilizando o construto Fintech, de janeiro de 2008 a dezembro de 2018. A análise permitiu identificar a mudança no mercado financeiro por meio de uma inovação disruptiva dos bancos digitais o que ocasionou uma revolução na forma de ofertar os produtos e serviços fazendários. Com a implementação da Fintech no setor financeiro, houve uma revolução na forma de captação de novos clientes por meio das redes sociais e internet, uma geração de consumidores com comportamento influenciado por essas redes, e com reflexo na oferta de produtos e serviços. Como sugestão para estudos futuros, propõe-se uma análise como uma forma comparativa para identificar a eficácia na utilização de SCRM em Fintechs.

bstract:
This study aims to identify the direct and indirect effects of social customer
relationship management on customer loyalty through satisfaction as a mediating variable. To
achieve this goal, we conducted an online survey with Mobilis ( Algeria) customers.
Dat has been analysed using the partial least squares structural modeling methodology
and using the SmartPls program,the study reached a number of results such as: There is a
direct impactof socialcustomer relationship management on loyalty and satisfaction at the
level of significance 0.05. The latter has a direct impact on loyalty at the same level. There is
also an indirect impact of social customer relationship management on the loyalty of Mobilis
customers with the presence of satisfaction as a mediating variable at the level of significance
0.05.
Keywords: Social Customer relationship management, customer satisfaction, customer
loyalty, Smart PLS

The increasing relevance of social media triggered the adoption and application of Social CRM by different companies. In this context, digital marketing agencies must also adapt their services to address these transformations. This paper analyzes the literature and industry information about Social CRM to develop a classification of Social CRM services related to the digital marketing industry. The study validates the developed list with academic and industry experts in the field. This classification supports further studies and might guide companies when defining their Social CRM services.

Customer relationship management (CRM) is the majority of the exercises, systems and advances that organizations use to deal with their cooperation with their present and potential clients. CRM enables organizations to manufacture an association with their clients, thus offering un-wavering and client maintenance. 

Since client reliability and income are the two characteristics that influence an organization's income, CRM is an administration system that outcomes in expanded benefits for business. At its center, a CRM device makes a basic UI for a gathering of information that enables organizations to perceive and speak with clients in a versatile manner.

The uprising of different social media provided new ways for companies to communicate and improve their relationship with their customers and prospects. This wave gave room to the development and constant improvement of Social CRM: a professional and academic field that integrates social media data to traditional CRM tools. However, people in different nations behave differently in social media, broadening or hindering the possibility of company-consumer interactions. Based on existing literature and business reports, there is a difference between the behavior of Germans and Brazilian on these media. This study analyzes the differences between the two countries and concludes that Brazilians are more active, interact more with companies in the Web 2.0 and, consequently, have higher expectations from businesses in the online social environment.

Ce livre modélise le principe des «Citizen Complaints Circle», un appel serein à l'administration publique pour fonctionner en «mode projets» plutôt qu’en «opérations» avec des engagements de délais et de coûts connus à l’avance. Ce mode de fonctionnement couplé au management stratégique systémique, connectant chaque objectif stratégique de l’État à un ou plusieurs projets déclinés jusqu’aux besoins et mini projets des collectivités et des communautés de citoyens est capable de projeter une image fidèle de la connexion des revendications populaires aux activités et investissements engagés par l’État via toutes ses institutions (Gouvernement, instances constitutionnelles,…). Beaucoup de projets et programmes gouvernementaux sont «prolongés pendant des années sans jamais atteindre leurs objectifs en gaspillant l'argent des contribuables, ou ils sont brutalement avortés au milieu de la planification ou en pleine mise en œuvre. Des Projets et programmes financés par le gouvernement sont mis en œuvre sans atteindre la croissance nationale et améliorer la vie des citoyens». A l'heure où les perturbations sont récurrentes au Maroc, ce livre est à lire absolument.

Despite its ever-increasing popularity with consumers and businesses, many organizations are still unsure how to effectively use social media in a marketing context. One way in which building firms can use social media is as a customer relationship management (CRM) tool to improve customer engagement and satisfaction (known as social CRM). In order to explore how social CRM (SCRM) can be used, and is being used by building firms, semi-structured interviews with accredited building practitioners were utilized to collect data on SCRM use in the sector. The data were analysed to determine the factors that influence social media use, the extent of SCRM use, and the ways in which building contractors are using SCRM. It was found that builders are using social media to manage client relationships, but to a limited extent due to the complex nature of the builder–client relationship and a lack of perceived trustworthiness. Building firms favoured a transactional approach to social media use, and preferred not to use formal social media strategies. Builders are also reluctant to use social media to assist them in segmenting customers by their value to the firm. For effective social media use, builders may consider two main issues: SCRM strategy and customer-value segmentation to develop profitable customer relationships.

Outsourcing of Digital Marketing services is a commonly adopted strategy in the market. The increasing importance of the Social CRM topic and its data analysis feature sheds light on specific changes that might occur on how Digital Marketing Agencies offer their services, as well as on outsourcing practices. This work analyzes the Social CRM services provided by these agencies and validates them according to the German market. It focuses on a preliminary phase within the research process, which aims at discovering outsourcing practices within German SMEs. The results support the adaptation and validation of the Social CRM services according to the German Digital Marketing Agencies. Additionally, it provides an overview on the types of service German agencies provide, as well as the practical implications for these companies.

Business leads and follow-ups are as crucial as the whole business product is. In several situations, it has been observed that customers respond to the emails sent from your company’s side. In this case, it is your responsibility to stay in track with the needs of your customer, and prompt mailing and contact is the best way to do so.