The impact of the customer relationship management on the organization performance

Customer Relationship Management (CRM) is a very important growing business practice in today's environment. It is used for managing the interaction between a company and its future and current customers. CRM approach's task is analyzing data about the history of customers with a company. It focuses on a way to retain customers, therefore it helps the growth of sales. This leads to improvement of company's business relationship with customers. Current study's goal is to determine how technology, organizational capability, customer orientation, and customer knowledge management influence CRM success. We try to see that how the performance of an organization is affected by the achievement of CRM. For testing the hypotheses, Partial Least Squares Structural Equation Modeling (PLS-SEM) was adopted. Results have indicated that the success of CRM is highly influenced through “information technology use”, also “customer orientation”, “organizational capability”, and “customer knowledge management” are related to CRM success. Finally, along with the future research avenues and limitations, study implications and findings are discussed.     

移动社交网络节点重要性评价与创新扩散研究

随着移动商务时代的到来,商家逐渐意识到移动社交网络对产品创新扩散的重要性,因此评价网络用户重要性成为创新扩散的重要内容.基于创新扩散理论,结合社会网络中心性和信息检索相关算法构建移动社交网络用户价值评价指标UR,基于移动社交网络数据对该算法进行测度,并基于传染病模型研究网络中用户的创新扩散能力.通过评价指标与扩散效果的相关性研究发现,移动社交网络中重要性高的用户具有较强的产品创新扩散能力,UR算法优于传统中心性指标     

Patterns of co-alignment in information-intensive organizations: business performance through integration strategies

Information technology (IT) has transformed business practices in the last several decades: operations, product strategies, distribution, and customer service have become increasingly dependent on IT. Moreover, IT has changed its orientation from that of pure operational utility in the 1960s and 1970s to that of a competitive weapon in the 1990s and today. These phenomena have affected the way modern organizations are managed, as well as the way IT affects the strategic activities of an organization's value-chain.In particular, aligning an organization's business and IT strategies in order to deliver higher business performance presupposes a strategic business opportunity to which information systems technology is integral. In other words, Strategic Alignment between business and IT can have a positive business impact only if we see an organization's IT components as parts of a well-integrated organizational system. If business strategy is viewed separately from IT strategy or IT strategy is viewed only as a “support” tool, then there is little likelihood that the above positive impact of strategic alignment can take place.This research suggests, develops and tests a strategic co-alignment model by examining three types of integration that impact the planning process and the overall performance of information-intensive organizations: technological integration (TI), functional integration and strategic integration (SI).The results of this research yield some useful set of guidelines for theory building for IS, as well as for the business practice aspect of IS: most interesting is the role of consistency (co-alignment) between an organization's business and strategic information systems plans to improve overall firm performance. Other recommendations include having a high degree of involvement of IS executives in corporate planning, the use of outsourcing services to promote organizational systems integration, and the importance of internal coordination mechanisms to facilitate both systems consistency and lower transaction costs. Finally, this study has employed cluster analysis and discriminant analysis to interpret the research findings.     

Big data-assisted social media analytics for business model for business decision making system competitive analysis

Business is based on manufacturing, purchasing, selling a product, and earning or making profits. Social media analytics collect and analyze data from various social networks such as Facebook, Instagram, and Twitter. Social media data analysis can help companies identify consumer desires and preferences, improve customer service and market analytics on social networks, and smarter product development and marketing investments. The business decision-making process is a step-by-step process that enables employees to resolve challenges by weighing evidence, evaluating possible solutions, and selecting a route. In this paper, Big Data-assisted Social Media Analytics for Business (BD-SMAB) Model increases awareness and affects decision-makers in marketing strategies. Companies can use big data analytics in many ways to enhance management. It can evaluate its competitors in real-time and change prices, make deals better than its competitors' sales, analyze competitors' unfavorable feedback and see if they can outperform that competitor. The proposed method examines social media analysis impacts on different areas such as real estate, organizations, and beauty trade fairs. This diversity of these companies shows the effects of social media and how positive decisions can be developed. Take better marketing decisions and develop a strategic approach. As a result, the BD-SMAB method enhance customer satisfaction and experience and develop brand awareness.     

Interpretable machine learning-based approach for customer segmentation for new product development from online product reviews

For new product development, previous segmentation methods based on demographic, psychographic, and purchase behavior information cannot identify a group of customers with unsatisfied needs. Moreover, segmentation is limited to sales promotions in marketing. Although needs-based segmentation considering customer sentiments on product features can be conducted to develop a new product concept, it cannot identify commonalities among customers owing to their diverse preferences. Therefore, this paper proposes an interpretable machine learning-based approach for customer segmentation for new product development based on the importance of product features from online product reviews. The technical challenges of determining the importance of product features in each review are identifying and interpreting the nonlinear relations between satisfaction with product features and overall customer satisfaction. In this study, interpretable machine learning is used to identify these nonlinear relations with high performance and transparency. A case study on a wearable device is conducted to validate the proposed approach. Customer segmentation using the proposed approach based on importance is compared with that employing a previous approach based on sentiments. The results show that the proposed approach presents a higher clustering performance than the previous approach and offers opportunities to identify new product concepts.     

The convergence of Moore's/Mooers' law's

A four-stage hypothesis of information systems development is presented. The stages derive from the application of Moore's Law—that the number of elements that can be integrated onto a chip is doubling roughly every year—the expression of the very rapid exponential rate of growth of information systems technology, and the application of Mooers' Law—that an information system will only be used when it is more trouble not to use it than it is to use it—the quintessential expression of the importance of human factors. It is argued that we are now roughly halfway along this developmental process, about to make the transition from Stage II to Stage 111, and that from that conclusion we can make some useful projections for and about the future.     

新创企业资产和顾客导向对小微企业营销绩效的影响

小微企业对于我国经济和民生的发展具有重要意义，但总体存活率较低，又因其特殊的组织结构和管理方式，导致以大中型企业为研究对象的传统营销理论部分失灵。通过对653家中国新创小微企业的问卷调查数据，本研究从企业最关键的利益相关者──顾客的视角出发，采用结构方程模型和多重线性回归的方法实证检验了一个提升小微企业营销绩效的理论模型。研究发现：利用新创企业资产和实施顾客导向是小微企业增加营销绩效的两种有效途径，且新创企业资产比顾客导向对小微企业营销绩效影响更大。顾客认知合法性感知也对小微企业绩效具有显著积极影响，并在新创企业资产、顾客导向与小微企业营销绩效的关系中起中介作用。竞争强度负向调节了新创企业资产与顾客认知合法性感知的关系。     

战略知识整合模式与竞争优势:高技术创业企业多案例研究

如何战略性地整合专业化知识是高技术创业企业在市场竞争中取胜的关键,尽管一些学者在研究中提到“战略知识整合”,然而对其具体模式及影响尚缺乏深入的探讨。本文以中国4家高技术创业企业为研究对象,采取探索性多案例研究的方法挖掘战略知识整合的模式类型及其与高技术创业企业竞争优势的关系。案例分析结果表明：战略知识整合模式包含计划式知识整合和应急式知识整合,上述两种战略知识整合模式及其交互作用对高技术创业企业竞争优势具有积极影响。本研究有助于从战略形成的视角打开“战略知识整合”的黑箱,丰富和拓展战略知识管理视角和知识基础理论。此外,本文为转型经济情境下高技术创业企业如何获取知识的战略价值以获取竞争优势提供理论指导。     

价值创造视角下服务化战略的效应研究

如何破解服务化战略的悖论，成功实施服务化战略是学者和业界人士所共同关注的。借助于大样本调查以及我们对于中国化工行业的观察，本文从买卖双方的视角重点研究了不同类型的服务化战略与感知价值之间的关系，还探索了客户参与对服务化过程的影响。统计检验的结果表明，两类服务都可以为买方带来感知经济价值和感知技术/核心价值，但感知关系/支持价值只有当客户采购基于信息技术的集成服务且通过经济价值和技术价值的中介作用获得。研究结果还表明，客户参与在基于信息技术的集成服务与客户感知技术/核心价值之间的关系中起调节作用。本文的研究的对于探索服务化战略如何匹配客户感知价值，特别是关系价值的建立以及如何管理客户参与具有重要意义。     

基于决策列表的客户响应模型研究

决策列表是进行数据分析和数据挖掘的重要方法,一般用于形成公司决策和模型预测。文章介绍了决策列表、关联规则及其客户响应模型的构建,然后将决策列表算法应用于金融机构营销计划的实施中,通过对历史数据分析得到一些较为实用的预测性客户属性规则,提高销售效率。     

基于知识图谱的顾客契合研究热点与趋势评述

作为MSI两次提及的优先研究领域,顾客契合成为当前国际营销科学领域的热点问题之一。研究基于知识图谱理论,利用Citespace软件对Web of Science核心合集上1076篇顾客契合相关文献进行文献计量分析,绘制顾客契合研究文献的共被引知识图谱和共词聚类知识图谱,以探索顾客契合的研究热点和研究趋势。研究发现：顾客契合当前研究热点包括问卷测量开发、顾客契合实证研究和顾客契合在价值创造中的作用;顾客契合的研究趋势包括大数据环境下的顾客契合测量、顾客契合价值的识别与挖掘、在线互动环境中的“游戏化”元素设计研究三个方面。     

Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors

Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment. Moreover, customer knowledge is an important issue for CRM implementation. Reviewing the literature, we found many studies that analyze the crucial role played by KM initiatives as determinants of the success of CRM. Moreover, we found also diverse studies that show high rates of failure when implementing that strategy, so there is still no integrated conceptual framework to guide companies to their successful implementation. In this paper, with data of 153 Spanish hotels, we examine the relationships between KM and CRM success using a structural equation model. The main contribution is that having knowledge management capabilities is not sufficient for the success of CRM, but there are other factors to consider. In particular, organizational factors indeed impact CRM success and they appear to be intermediaries of the impact of other factors (KM capabilities/technological/customer orientation factors) in the success of CRM (in financial and marketing terms).     

克服组织惯性：数字化战略更新的实现及演进路径研究

数字经济下企业面临着复杂多变的外部环境,开展数字化战略更新活动成为传统企业生存和发展的关键。为此,选取林清轩开展案例研究,探索数字化战略更新的实现和演进路径。研究发现：(1)传统企业在开展数字化活动时,存在着认知、行动及商业模式等惯性力量,而组织学习是一种克服组织惯性的有效方式;(2)实现数字化战略更新是一个过程,经历了数字化探索、数字化提升和数字化赋能阶段,在各阶段中,企业依次克服了认知惯性、行动惯性和商业模式惯性;(3)数字化战略更新活动呈现出从IT端、营销端到流程端的数字基础设施改进、数字营销渠道推广和数字业务流程构建的演进路径。     

How to design the master data architecture: Findings from a case study at Bosch

Master data management (MDM) is a topic of increasing prominence both in the scientific and in the practitioners’ information systems (IS) community. As a prerequisite for meeting strategic business requirements, such as compliance with regulations, business integration, or integrated customer management, MDM comprises numerous activities. One of the central activities is designing and maintaining the master data architecture. Interestingly, though, the scientific community has remained almost silent with regard to the question as to how companies should proceed when designing the master data architecture. In order to shed light on this unexplored topic, the paper at hand presents the findings of a case study at Bosch Group. The case study shows that designing the master data architecture is a multidimensional task which requires balancing the interests of various organizational stakeholders, managing an array of technical opportunities, and meeting requirements of numerous master data classes. Also, the case study suggests that taking advantage of architectural design patterns may be an appropriate way to adequately address the complexity of the task.     

安全情报系统的理论框架研究

[目的/意义]安全情报工作对安全管理至关重要,而安全情报系统是开展安全情报工作的组织保障和实体基础。因此,开展安全情报系统研究具有十分重要的理论与现实意义。[方法/过程]首先,根据情报系统的一般特点与功能及安全管理的自身特点,分析安全情报系统的内涵,并提出安全情报系统的定义。其次,根据安全情报的定义与内涵,构建与解析理论层面的安全情报系统的总体模型。最后,构建与解析理论层面的安全情报流程实施系统的子系统模型。[结果/结论]研究发现,安全情报系统是安全管理系统与情报系统进行整体配合与有机协调的一种新型的安全管理系统与情报系统,其基本框架可归纳为"一个组织、一个情报源、两个机构、两大系统及三大网络"。     

Efficient customer segmentation in digital marketing using deep learning with swarm intelligence approach

Nowadays, Artificial Intelligence (AI) based modeling is the major consideration to build efficient, automated, and smart systems for our today's needs. Many companies are benefited from these modeling methods for their marketing efforts. Each firm has expected to increase its product development in an innovative way to improve its business growth. Successful firm marketing is to offer the right product to the right person at the right time. To market the product to the customer successfully, it is needed to segment the customer by finding their behavioral patterns. The customer behaviors and their purchasing patterns are used to generate profit for the company. Customer segmentation is the process of grouping customers based on commonalities. Developing an efficient AI-based customer segmentation to improve digital marketing growth is a challenging task. In this paper, an unsupervised deep learning model called a Self-organizing map with an Improved social spider optimization approach has been used for efficient customer segmentation. The customer data are analyzed by a feature engineering process using a swarm intelligence model called Modified social spider optimization to select the behavioral features of the customer. Then, the customers are clustered using Self Organizing neural network (SONN). Based on the clusters, the customers are classified using the Deep neural network (DNN) model. The experimental results prove the performance of the proposed model with high clustering and segmentation capability to improve the business profit in marketing.     

组织战略信息系统用户情报行为研究

本文从战略信息系统入手,分析了组织战略决策中的决策者情报行为（竞争情报行为）,探讨了战略信息系统对战略决策中决策者情报行为的支持。     

基于供应链一体化的客户识别与管理

企业越来越注重客户价值的计算、细分以及核心客户的识别,销售自动化系统、数据挖掘系统、呼叫中心等各种IT技术为企业提供了诸多支持。但是,实际上由于客户关系管理缺乏供应链一体化的客户识别技术和方法,在实践上产生了不利影响。从供应链一体化的角度来对比和重新审视作为单个企业进行客户关系管理时的种种局限性,从而得出只有对整条供应链具有价值的客户才是链上各企业的核心客户这一结论。     

Librarianship and information work: Job characteristics and staffing needs : . The British Library Research & Development Reports No. 5321HC, The British Library, London, 1977, 62 pp. £2.50

This paper deals with the broad concept of management of organizational information. More specifically, it examines the notion of information richness—that phenomenon by which certain individuals are better able to acquire, process and utilize information than are other individuals in the organization. Based on an analysis of relevant research findings some tentative hypotheses relating management and organizational information richness are suggested. In conclusion, a number of managerial implications of the notion of organizational information richness are discussed.     

浅谈移动定制终端销售沟通技巧

在不断发展的通信运营体系中,通信运营商的客户已经从根据网络、品牌选择运营商转向根据终端选择运营商。获取客户的方式已经从传统的卡号销售变为终端销售。从销售卡号业务服务变为销售终端产品,传统的服务技术已经无法满足卖场需要,与零售业更为接近的沟通技巧对销售提升作用已经越发显著。针对运营商定制终端销售调查,本文提出了一系列销售策略、流程及沟通技巧,用于辅助运营商卖场终端销售人员销售技能提升。