Academic literature on the topic 'Digital customer relationships'
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Journal articles on the topic "Digital customer relationships"
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Day, George S., and Katrina J. Hubbard. "Customer Relationships go Digital." Business Strategy Review 14, no. 1 (March 2003): 17–26. http://dx.doi.org/10.1111/1467-8616.00240.
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Berman, Saul J., Peter J. Korsten, and Anthony Marshall. "A four-step blueprint for digital reinvention." Strategy & Leadership 44, no. 4 (July 18, 2016): 18–25. http://dx.doi.org/10.1108/sl-06-2016-0042.
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Purpose Digital reinvention helps organizations create unique, compelling experiences for their customers, partners, employees and other stakeholders. Design/methodology/approach Digital reinvention combines the capabilities of multiple technologies, including cloud, cognitive, mobile and the Internet of Things (IoT) to rethink customer and partner relationships from a perspective of fundamental customer need, use or aspiration. Findings The most successful digitally reinvented businesses establish a platform of engagement for their customers, with the business acting as enabler, conduit and partner Practical implications For successful digital reinvention, organizations need to pursue a new strategic focus, build new expertise and establish new ways of working. Originality/value The article offers a blueprint for digital reinvention that involves rethinking customer and partner relationships from a perspective of fundamental customer need, use or aspiration.
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Mbama, Cajetan I., and Patrick O. Ezepue. "Digital banking, customer experience and bank financial performance." International Journal of Bank Marketing 36, no. 2 (April 3, 2018): 230–55. http://dx.doi.org/10.1108/ijbm-11-2016-0181.
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Purpose The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks. Design/methodology/approach The research consists of a survey of UK bank customers’ perceptions of the above themes; use of banks’ financial reports to obtain FP ratios; multivariate factor analysis; structural equation modelling; and analysis of variance tests to explore research hypotheses on the relationships among the study factors. Findings The main factors which determine customer experience in DB are service quality, functional quality, perceived value (PV), employee-customer engagement, perceived usability and perceived risk. There is a significant relationship among customer experience, satisfaction and loyalty, which is related to FP. Research limitations/implications This study concentrates on UK bank customers which limits its generalisability to other banks globally. However, the fact that banks typically adopt common standards in bank financial management implies that the findings are potentially robust for global bank management. Replicating the study in banks in other countries will further enhance this robustness. Practical implications Some significant effects of customer characteristics on the study factors were observed, which have useful implications for DB, bank marketing services and bank FP. Originality/value Unlike previous studies, this study uses both Net Promoter Score and financial ratios as dependent variables, to provide a combined study of the relationships among 14 study factors, with implications for bank marketing and FP.
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Thakur, Rakhi. "The moderating role of customer engagement experiences in customer satisfaction–loyalty relationship." European Journal of Marketing 53, no. 7 (July 8, 2019): 1278–310. http://dx.doi.org/10.1108/ejm-11-2017-0895.
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Purpose This study aims to examine the moderating role of customer engagement experiences in satisfaction–loyalty relationship in the digital business environment. This paper looks at mobile apps for shopping and travel planning to understand these relationships. Design/methodology/approach This paper includes the conceptualization and validation of the proposed relationship through multiple studies. An exploratory qualitative study was conducted to identify the relevant engagement experiences. Subsequently, multiple quantitative studies were conducted to examine the proposed relationships. Findings The effect of satisfaction on continuance intention is stronger among customers with higher levels of engagement. Further, the propensity to provide electronic word of mouth is non-linear in customers with higher levels of engagement and may not vary directly with satisfaction levels. Research limitations/implications The findings of this study contribute to the emerging literature on customer engagement and mobile app-usage domains. Future studies may examine such a relationship in different businesses and on varied digital platforms. Practical implications The findings of this paper may provide actionable insights to marketers, giving them a mechanism to segment customers based on engagement levels and using discretion while focusing on satisfaction levels among different segments. Originality/value This study validates the proposed moderating role of customer engagement in the satisfaction–loyalty relationship. The non-linear relationship between satisfaction and loyalty is also demonstrated.
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Sampson, Scott E., and Richard B. Chase. "Customer contact in a digital world." Journal of Service Management 31, no. 6 (March 17, 2020): 1061–69. http://dx.doi.org/10.1108/josm-12-2019-0357.
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PurposeThe customer contact approach to service has been at the core of service theory since the 1970s. It suggests that the potential operating efficiency of a service is inversely related to the extent of customer contact with the provider's operations and that various service design issues are dictated by the presence or absence of customer contact. The purpose of this article is to reevaluate the customer contact approach in light of advanced digital technologies.Design/methodology/approachThe authors review the origins and history of the customer contact approach and show ways it has been refined in research literature. From that they demonstrate how the refined approach can be applied to contemporary conditions.FindingsRecent advances in digital technologies have indeed required us to revise our conceptualization of customer contact. There is now a blurring between front-office and back-office operations. Emerging technologies are allowing customers to have high-contact experiences with low-contact efficiencies.Research limitations/implicationsGoing forward, conceptualizations of customer contact are becoming increasingly complex and requiring increasingly complex models. Armed with self-service technologies, customers are able to permeate the “buffered core” of service businesses. Artificial intelligence and anthropomorphic devices have further blurred the distinction between front-office and back-office operations. Research will need to consider new forms of technology-enabled customer contact.Practical implicationsCustomer contact is no longer limited to interpersonal interactions and the relationships between service providers and customers are increasingly complex. Customers may interact with automated service providers, or service providers may interact with customer technologies. New forms of customer contact may not involve humans at all, but instead involve technologies interacting with technologies.Originality/valueThe customer contact approach to service was one of the original models of service design. By revisiting and revising the model we bring it in-line with the realities of the contemporary service economy.
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Mandal, Pratap Chandra. "Public Policy Issues and Technoethics in Marketing Research in the Digital Age." International Journal of Technoethics 12, no. 1 (January 2021): 75–86. http://dx.doi.org/10.4018/ijt.2021010105.
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Companies collect customer information in marketing research to understand customers and generate customer insights. Various public policy and ethical issues are associated with the process. The issues include intrusions on consumer privacy; misuse, misinterpretation, and misrepresentation of research findings; ethical and social dilemma in the collection of customer information; and ethical dilemma in generating customer insights through neuromarketing and its applications. In this digital age, it is easier to invade consumer privacy. Companies abide by the various laws and regulations enforced to protect customers and adopt a number of initiatives to convince their customers. Understanding of the various public policy and ethical issues and addressing such issues by adopting proper initiatives will help companies convince customers, build effective customer relationships, and achieve business excellence. The understanding might also help policymakers to appreciate the customer requirements and devise policies, rules, and regulations accordingly.
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Mandal, Pratap Chandra. "Public Policy Issues in Direct and Digital Marketing – Concerns and Initiatives." International Journal of Public Administration in the Digital Age 6, no. 4 (October 2019): 54–71. http://dx.doi.org/10.4018/ijpada.2019100105.
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Companies require information about customers to understand them, know their preferences, and develop relationships with them. Companies employ a number of direct and digital marketing channels to collect information and intelligence about customers. Marketers adopt a number of unfair practices for collecting information through direct and digital marketing and this raises concerns about consumer privacy. The article discusses the various aspects of consumer privacy and the need for protecting consumer privacy. The article further focuses on the various regulations enforced by regulatory bodies and governments of countries to protect customers. Various initiatives taken by companies to protect customers are discussed. Direct and digital marketing channels allow companies to collect information and intelligence about customers and to influence them. However, companies should be sensitive to customer concerns. This will help companies in building long-term customer relationships.
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Shin, Jae Woo, Ji Yeon Cho, and Bong Gyou Lee. "Customer perceptions of Korean digital and traditional banks." International Journal of Bank Marketing 38, no. 2 (September 2, 2019): 529–47. http://dx.doi.org/10.1108/ijbm-03-2019-0084.
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Purpose The purpose of this paper is to compare customer experience (CE) between digital and traditional South Korean bank users and its relationship with customer satisfaction (CS). Design/methodology/approach A survey of bank customers was conducted, and an ANOVA test was performed to compare the means of CS between digital and traditional bank (TB) users as well as four dimensions of CE, such as usefulness, convenience, employee-customer engagement (ECE) and security. The ordinal regression analysis was also performed to test the moderation effect of digital bank (DB) use on the relationship between CE and satisfaction. Findings The means of usefulness were higher among DB users than TB users. By contrast, ECE and security means were lower for digital than TB users. The ordinal regression analysis indicated that DB use had a moderating effect on the relationship between convenience and CS and the relationship between ECE and CS. DB use encouraged increased positive relationships between convenience and CS, and moderated the relationship between ECE and CS in a negative direction. Practical implications ECE and security for DBs is weak. Therefore, bank executives need to improve these areas through real-time customer services and adding authentication procedures. Originality/value Unlike previous studies, this study proposed a model that reveals differences in CE between traditional and DB users. It explored the effects of CE on CS to contribute to the continued development of South Korean DBs.
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Straker, Karla, and Cara Wrigley. "Emotionally engaging customers in the digital age: the case study of “Burberry love”." Journal of Fashion Marketing and Management 20, no. 3 (July 11, 2016): 276–99. http://dx.doi.org/10.1108/jfmm-10-2015-0077.
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Purpose – The purpose of this paper is to investigate how companies can design digital channels to evoke desired emotions. Design/methodology/approach – The successful business case of retailer Burberry has been examined to understand the strategy and customer engagement of digital channels implemented by decoding the emotional intensions. Findings – Results illustrate that the ability to create engaging interactions via digital channels with customers has a significant impact on growth, revenue and brand advocacy. Findings from this study provide a new empirical support for the proposition that emotions can be utilised to guide company digital strategy for building digital channel relationships with customers. Originality/value – This is the first study to examine the relationship between digital channels, emotion and customer responses to digital engagements. The inclusion of an emerging theory model is outlined to explain the successful process of reformulating business strategy through a dynamic and creative process of intersecting emotion, strategy and digital channels.
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Zhang, Yingli, Hong Zhao, Yimei Hu, and Ge Yao. "Smart Community Service Brand Functional Value and Sustainable Brand Relationship—The Mediating Role of Customer Emotional Cognition." Sustainability 13, no. 4 (February 8, 2021): 1833. http://dx.doi.org/10.3390/su13041833.
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More and more companies are developing customer service by building Smart Community Service Brand Platforms (SCSBP). However, the impact of digital platform functions on sustainable brand relationships, and the mediating mechanism of customer’s emotional cognition are still unclear. The functional value of digital services in the property service industry focuses on three dimensions, including service efficiency, personalization, and social interaction. Regarding consumers’ emotional cognition aspect, we investigate value consistency and brand image. The empirical analysis findings suggest: (1) the functional value of smart community service has a significant positive impact on consumers’ emotional cognition and is positively related to the construction of sustainable brand relationships; (2) consumers’ emotional cognition of smart community service is positively related to the sustainable brand relationship; (3) consumers’ emotional cognition plays a complete mediating role between service efficiency and sustainable brand relationship, demonstrating a partial mediating role between personalization and social interaction aspects of functional value and sustainable brand relationship. This study contributes to the customer-based sustainable brand relationship theory in the digital service environment and provides a reference for companies to continuously improve the SCSBP and customer-based brand construction.
Dissertations / Theses on the topic "Digital customer relationships"
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Nilsson, Christine, and Leman Ali. "Blockchain as a Resource in Digital Marketing." Thesis, Malmö universitet, Fakulteten för teknik och samhälle (TS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-20903.
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Denna studie syftar till att undersöka hur blockchain, den distribuerade ledger-tekniken, kan påverka arbetssättet för digital marknadsföring. Vårt mål är att besvara hur arbetet i digital marknadsföring ser ut idag och vilka egenskaper blockchain har som kan ändra förutsättningarna för arbetssättet inom digital marknadsföring. Genom intervjuer med tio digitala byråer har vi skapat förståelse för deras arbete och deras roll i relation till kunder och konsumenter. Resultatet från intervjuer och litteratur har visat på att de digitala byråernas arbetssätt kan förändras med blockchain genom förändrade kundrelationer och genom ett förändrat förhållande till konsumenterna. Den mest troliga adoptionen av blockchain innefattar adoption av vissa egenskaper från teknologin som kan effektivisera eller automatisera arbetet, samt ändra förutsättningarna för arbetet inom digital marknadsföring. Den stora utmaningen för adoptionen är arbetet med att flytta över tillgångar till nätverket och integrera alla användare, som både tar tid och omfattar stora kostnader. Distributionen och krypteringen av information i en blockchain skapar möjligheter för transparens, säkerhet och integritet, men ingen kan säkert veta om blockchain kommer att bli lönsamt.This study aims to investigate how blockchain, the distributed ledger-technology, can affect the way that digital marketing operates. Our goal is to understand how the work-process in digital marketing functions today, and what characteristics blockchain has that can change the prerequisites for the digital marketing process. Through interviews with ten digital agencies, we have created an understanding of their work and their relationships with customers and consumers. The results from the interviews and literature have shown that the work of digital agencies can change the relationship with customers and consumers through blockchain. The most likely adoption of blockchain includes adoption of certain features from the technology that can streamline or automatize work, as well as change the conditions for the work in digital marketing. The major challenge for the adoption is the overall effort to move over assets to the blockchain network and integrate all users, which both takes time and includes huge costs. The distribution and encryption of information in a blockchain creates opportunities for transparency, security and integrity, but nobody knows for certain if blockchain will be profitable.
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Ekelund, Michaela. "Dagens färgstärka apotek - En kvalitativ studie om hur Apoteket AB arbetar med visuell och digital kommunikation." Thesis, Malmö högskola, Fakulteten för teknik och samhälle (TS), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-20701.
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År 2009 upphörde apoteksmonpolet i Sverige och Apoteket AB blev därmed mer konkurrensutsatt än någonsin. Det resulterade även i att deras behov av att särskilja sig från de nystartade kedjorna och butikerna ökade rejält och därför fick företagets varumärke, kommunikationsstrategier och val av kommunikationskanaler mycket stor betydelse. Syftet med denna studie har varit att undersöka hur Apoteket AB arbetar med visuell och digital kommunikation i butik och på webben för att stärka kundens uppfattning om företaget och varumärket. Studien ämnar även att undersöka hur Apoteket AB’s konsumenter upplever och påverkas av deras kommunikation samt om det finns mönster och möjliga strategier mellan val av mediekanaler och framgångsfaktorer hos Apoteket AB.För att besvara frågeställningarna genomfördes en kvalitativ studie som bestod av intervjuer med utvalda personer inom Apoteket AB som har god kunskap inom områdena visuell och digital kommunikation både i butik och på webben. För att få in ett konsumentperspektiv i studien genomfördes även en fokusgrupp med fem utvalda kunder som regelbundet handlar på Apoteket AB. Det empiriska materialet diskuterades och analyserades sedan tillsammans med den litteraturstudie som gjordes för att följa upp syftet och ge svar på studiens problemformulering.Studiens resultat visade att Apoteket AB arbetar mycket med differentierad marknadsföring utifrån utvalda kundsegment, vilket har visat sig vara en mycket framgångsrik strategi. Ytterligare en viktig del i deras kommunikationsstrategi har varit att vara synliga och tillgängliga på de flesta plattformar där deras kunder befinner sig. Eftersom Apoteket AB’s kundkrets sträcker sig över många generationer har de därför valt att både använda sig av traditionella och digitala medier. Denna mediemix fungerar för Apoteket AB då kommunikationen når ut till de utvalda kundsegmenten och utifrån det empiriska resultatet framkom det även att respondenterna upplever kommunikationen som intressant, trovärdig och transparent. Men det som framförallt har fått respondenterna att känna igen Apoteket AB’s varumärke och dess produkter har varit enhetligheten i deras kommunikation. Apoteket AB har en tydlig grafisk identitet med utvalda typsnitt, färger och former som genomsyrar all deras kommunikation och allt deras marknadsmaterial. Detta har visat sig vara den största anledningen till att konsumentupplevelsen har stärkts både i butik och på webben.The Swedish pharmacy market was deregulated in 2009 after a state-run monopoly of 40 years. This meant that Apoteket AB had to adapt both its business and market share to the new pharmacy market. The market competition increased Apoteket AB’s need to differentiate themselves from the other chains and pharmacies and therefore the company's brand, communications strategies and choice of communication channels became very important.The purpose of this study has been to examine how Apoteket AB works with visual and digital communication both in stores and on the Web to enhance the customer's perception of the company, the brand and the store. The study also intends to explore how Apoteket AB’s consumers perceive and are affected by their communication, and if there are patterns and possible strategies between the choice of media channels and success factors of Apoteket AB.To answer these questions a qualitative study was conducted, consisting of interviews with selected individuals within Apoteket AB who have good knowledge in the areas of visual and digital communication both in stores and online. A focusgroup was conducted to get the consumer perspective in to the study. It consisted of five selected customers who regularly purchased at Apoteket AB. The empirical material was later discussed and analyzed together with the literature study that had been performed to answer the purpose of the study.The results showed that Apoteket AB works extensively with differentiated marketing, based on selected customer segments. This has proven to be a very successful strategy. Another important part of their communication strategy has been to be visible and accessible on most platforms where their customers are present. Since Apoteket AB’s customer base spans many generations, they have chosen to use both traditional and digital media. This media mix works well for Apoteket AB because their communication reaches out to the selected customer segments. The empirical results also revealed that the consumer perceive Apoteket AB’s communication as interesting, credible and transparent. The most important reason that the respondents recognize the Apoteket AB brand and its products is the consistency in their communications. Apoteket AB has a distinct visual identity with selected fonts, colors and shapes that permeates all their communication and their marketing materials. This has proven to be the major reason that the consumer experience has been strengthened, both in stores and on the web.
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Finnhult, Emma, and Emelie Fernholm. "Storbankernas digitala kundrelationer : - en kvalitativ studie om digitaliseringens påverkan på kundrelationer inom banksektorn." Thesis, Högskolan i Halmstad, Akademin för företagande, innovation och hållbarhet, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-44683.
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Title: The major banks digital customer relationships - a qualitative study of the impact of digitalization on customer relationships in the banking sector. Author: Emelie Fernholm and Emma Finnhult. Keywords: Swedish banks, digitalization in the banking sector, digital customer relationships. Aim: The aim of this study is to describe how banking clerks experience the impact of digitalization on customer relationships. Furthermore, the study aims to investigate whether the older generation has been affected harder by increased digitalization in the banking sector comparison with the younger generation and whether video chats is a successful complement to other digital channels to include more senses in customer conversation. Theoretical reference frame: The theoretical frame of reference consists of the subject areas digitalization, digitalization in the banking sector, generations, customer relationships, customer loyalty and asymmetric information flows. The theory further presents several models. These models describe the impact of digitalization on the business, various relationship programs to create a good relationship with the customer and an alternative database for evaluating customer relationships. The theory chapter ends with an “understanding model” that connects the entire theoretical frame of reference. Method: This study is based on a qualitative research method. Eight bank clerks have been interviewed from Sweden's major banks in a small municipality, a medium-sized municipality and a large municipality. The answers have been analyzed with the help of an intra- and interval analysis. Conclusion: The theoretical frame of reference and the empirical material have finally resulted in four conclusions. The study shows that bank clerks customer relationships have been affected more positive than negative as a result of increased digitalization, that long-term customer relations have not become less important in Sweden's major banks as a result of increased digitalization, the problem that the older generation is affected by digitalization is explained much worse in the theoretical frame of reference compared to what bank clerks believe and video chats is a good complement to other digital channels to include more senses in the customer conversation.
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Lange, Sara, and Charlotta Hägerström. "Involvera mera!" Thesis, Högskolan i Borås, Institutionen Textilhögskolan, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-16830.
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På dagens hårt konkurrensutsatt marknad är inte bara priset en viktig konkurrenskraft, även relationen mellan kund och leverantör kan spela en avgörande roll för om det blir en affär eller inte. Möjligheten att låta kunden vara delaktig i produktutvecklingsprocessen är även ett sätt att stärka kundrelationerna. Uppsatsens syfte har därför varit att undersöka kundrelationerna både från leverantörens och kundens perspektiv. Avsikten med uppsatsen var även att undersöka hur kundrelationer och kundinvolverad produktutveckling kan användas för att skapa konkurrensfördelar inom Business-to-Business. Almedahls var även intresserade av att närmare undersöka möjligheterna för digitaltryck, vilket är en ny tryckprocess för företaget.Vi gjorde därför en fallstudie på Almedahls, ett tillverkande företag inom textilbranschen. Eftersom vi var intresserade av kundrelationer gjorde vi intervjuer med kunder samt anställda på Almedahls. Genom intervjuerna fick vi även svar på kundernas delaktighet i produktutvecklingen. Vi har även gjort en grundlig litteraturgenomgång för att finna tillämpbara teorier till fallstudien.Efter avslutad studie kan starka slutsatser dras att välutvecklade kundrelationer ger flera konkurrensfördelar. Dels ökar kundlojaliteten, kunden gör hellre affärer med någon de känner väl än en främmande leverantör, dels har företaget möjlighet att konkurrera med andra faktorer än lägsta pris. Kundinvolverad produktveckling ger även flera fördelar, risken att producera oattraktiva produkter minskar när kunden redan på ett tidigt stadium får utrycka sina åsikter och önskemål om produkten. Möjligheten till kundinvolvering uppfattas även positivt av kunderna, som ser företaget som mer kundorienterat. Att involvera kunder i produktutvecklingsprocessen är något som stärker relationen ytterligare.In today’s highly competitive market the price is not the only important competitive advantage, the relationship between the customer and the supplier can be a crucial factor for the customer to decide whether or not to buy from the supplier. The possibility to involve the customer in the product development process is another way for the supplier to strengthen the relationship with the customer. The purpose of the thesis has therefore been to investigate the customer relationship, both from the supplier’s and the customer’s perspective. The purpose was also to investigate how customer relationships and customer involved product development can strengthen a company’s competitiveness in Business-to-Business. Almedahls is also interested in further investigating the possibilities for digital textile printing, which is a new printing process for the company.We therefore made a case study on Almedahls, a manufacturer in the textile industry. Since we also were interested in the customer relationships we made interviews with customers and employees at Almedahls. Through the interviews we also received answers about the customers’ involvement in the product development. We have also made a thoroughly literature review to find applicable theories to the case study.After the study was done strong conclusions could be made about that strong customer relationships gives a company several competitive advantages. The loyalty of the customer base increases, customers are more willing of doing business with a company that they are familiar with rather than with unknown suppliers, it also gives the company other factors than price to compete with. Customer involved product development gives a firm plenty of advantages, the risk of producing unattractive goods decreases when the customers get the possibility to be involved in an early stage of the product development. When being involved in an early stage the customers have an opportunity to share their thoughts and wishes about the final product. The possibility for customer involvement is something that is appreciated by the customers, who perceive the company as more customer oriented. To involve the customers in the product development process will also help strengthen the relationship with the customer.Program: Textilekonomutbildningen
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Brandt, Juliana. "Förändringsarbete av informationsflöden i en interorganisatorisk samverkan." Thesis, Linköpings universitet, Projekt, innovationer och entreprenörskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-158712.
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In recent years, the train's punctuality, Sweden's ranking in the European Railway Performance Index and the train industry's customer satisfaction have decreased. The largest and most influential players in the train industry are Trafikverket and SJ AB, which are two state-owned organizations. The low customer satisfaction in the train industry is based on SJ AB’s failure to deliver the latest traffic information in case of delay. Since Trafikverket manages the majority of the railway network and SJ AB is Sweden's largest train operator, there is a high degree of mutual dependence between them in order for each organization to be able to conduct its business. At present, there is a clear division of responsibility between these actors regarding how and where the traffic information is distributed. Where the Trafikverket is responsible for conveying all information on its website and on the signs while SJ AB is responsible for conveying information on its website and in its application, as well as via textmessage and mail communication. The processes for communication between the actors regarding delays, track changes and other changes in the journey are done manually with digital tools as support. Today, several uncertainties are experienced in these processes, based on the fact that traffic control at SJ AB currently does not receive any confirmation from Trafikverket if any changes have been made. Due to these factors, this study will investigate the flow of information between SJ traffic control and the Trafikverket’s train services. Therefore, the purpose of this thesis was to identify existing communications, more specifically information flows of traffic data, between the organizations and their passengers, along with identifying possible improvements in the information flows through digitization. The thesis also explores the change opportunities for a department with many manual processes. The study was conducted with a multi-method structure consisting of a literature study, observation study, questionnaire study, interview study and benchmarking. During the observation, questionnaire and interview study, the focus was on employees at SJ traffic control and other relevant departments at SJ AB and the benchmarking was conducted through external interviews. This led to the identification of the main reasons of mismanagement of traffic information and best practices. This was later analyzed with the help of collected theory, which then led to discussion, conclusion and recommendations to SJ AB. It’s obvious that traffic information has low status within SJ AB as well as the interorganizational alliance. This has hampered the development of internal processes related to managing traffic information and therefore the processes lack standardized procedures and structured routines. The main reasons of mismanagement of traffic information depend on the human factor and specific individuals. This is based on the fact that it was clear that both traffic controls perceived the received traffic information difficult to interpret and unstructured, this depending on who sent the information. This due to the fact that the individuals use varying expressions and internal technical language. To be able to improve and in the future automate the information flows between the actors a standardized working procedure with associated technical language is required in the industry. To establish a technical language, the status of the traffic information must be increased within the organizations and a dictionary for which expressions should be used, where all used expressions are listed and defined. Additionally, a clearer goal of the alliance is required.
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Teker, Sinem, and Nicole Demir. "Kundrelationer inom banksektorn : En studie om hur banker arbetar med att upprätthålla goda kundrelationer med hänsyn till den teknologiska utvecklingen." Thesis, Södertörns högskola, Institutionen för samhällsvetenskaper, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-30540.
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The banking sector has undergone major changes as a result of the technological development. The emergence of digital services in the banking sector has led to that the customers are able to manage their errands on their own. As a natural consequence, the physical contact between the bank and customer has reduced. The purpose of the study is to improve the understanding of what aspects that are important for banks to work with in order to maintain good customer relationship considering the technological developments. A qualitative method was used in the study through personal interviews with office managers from three of Sweden's major banks. Analysis of the collected empirical data showed that the banks believe that it is important to make sure that the customers get the right help at the right time. Customers should also feel that it is easy and comfortable to use digital services when they handle their errands. The bank must also work to improve digital services to provide improved service to customers. Focusing on customer satisfaction is also important since customer satisfaction in the long term can lead to profitability for the bank. Building long-term relationships by focusing on existing relationships lead to lower costs for the company, which also leads to profitability. Trust is an important part of the customer relationship and affects customers’ willingness to remain in the bank. It is important that the bank is honest to the customers and does not act on the basis of self-interest.Banksektorn har genomgått stora förändringar som en följd av den teknologiska utvecklingen. Framväxten av digitala tjänster har inom banksektorn lett till att kunderna kan sköta sina ärenden på egen hand. Som en naturlig följd har den fysiska kontakten mellan bank och kund reducerats. Syftet med studien är att öka förståelsen kring vilka aspekter som är betydelsefulla för bankerna att arbeta med för att upprätthålla en god kundrelation med hänsyn till den teknologiska utvecklingen inom banksektorn. En kvalitativ metod tillämpades i studien genom personliga intervjuer som genomfördes med kontorschefer från tre av Sveriges storbanker. Analys av insamlad empiri visar att bankerna anser att det är viktigt att kunderna får rätt hjälp vid rätt tidpunkt. Kunderna ska känna att det är enkelt och bekvämt att använda sig av digitala tjänster när de ska hantera sina ärenden. Banken måste arbeta med att förbättra de digitala tjänsterna för att ge förbättrad service till kunderna. Fokus på kundnöjdhet är viktigt då nöjda kunder på lång sikt kan leda till lönsamhet för banken. Att skapa långsiktiga relationer genom att fokusera på befintliga relationer bidrar till lägre kostnader för företaget som i sin tur leder till lönsamhet. Förtroendet utgör en viktig del för kundrelationen och påverkar kundernas vilja till att stanna kvar i banken. Det viktigt att banken är ärlig mot sina kunder och inte agerar utifrån egenintresse.
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Dimitrova, Polina, and Isa Sin. "Digital Marketing in Start-Ups : The role of digital marketing in acquiring and maintaining business relationships." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-76330.
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This study aims to explore the usage of the digital marketing to acquire and maintain business relationships, or more specifically, digital marketing in B2B start-ups within the Swedish market. Digital marketing is essential for businesses nowadays and has become a significant factor for business companies for improving and implementing their marketing strategies. Furthermore, business relationships have always taken an essential role among companies especially today due to the heightened level of digitalization. This case study attempts to answer two main research questions which this paper investigates on. To provide an exhaustive answer to the research questions: “How digital marketing contributes to acquiring business customers in B2B start-up context?” and “How digital marketing contributes to maintaining business customers in B2B start-up context?”, digital marketing approaches of eight respondents, theoretical implications and additional information will be examined in the upcoming chapters. The study concludes, that it was found that digital marketing is understood as an innovative and effective method for attracting, maintaining and building business relationships. However, the lack of resources is one fundamental reason why start-ups have difficulties in acquiring and maintaining business customers in practicing through digital marketing. Additionally, it was found that digital platforms and tools such as websites, industry specific platforms, and blogs provide the highest advantage for start-ups. Moreover, social media platforms like Instagram, LinkedIn and Facebook were in most use for presenting content that is informative, educational and honest. Digital marketing strategies in acquiring and maintaining business relationships are indicated in the analyses which give sufficient details in answering the research questions. The paper will provide suggestions for doing further research in improving the current topic in digital marketing.
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Saqib, Muhammad. "Social media marketing : Acquiring customer loyalty and relationship management using social media as a marketing channel." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-31811.
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Abstract Social media is a marketing phenomenon that is growing very fast. Social media helps creating value for customers in broadcasting the advertising among social networks. Blog posts, videos, pictures, reviews and ratings all have a significant impact on marketing. The purpose of the thesis is to investigate how companies can achieve customer loyalty and customer relationship management using social media marketing and if companies can target new customers by social media. An inductive research approach was used in the study. Semi-structured interviews were performed with interviewees from two companies. A survey questionnaire was answered by 100 social media users which were also customers of the companies. The findings show that there are certain constraints in social media such as risk of user information security when their information can be shared with the companies so that companies can do better marketing research. Word of mouth is spread on social media where new customers are targeted. Social media is providing new channels for support, advertisement and acting as a news feed tool to keep customers up to date about recent events and news. The company stated that no extra resources were required to market on social media.
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Portes, Audrey. "La transparence numérique : rôle du client et conséquences sur la relation à la marque." Thesis, Montpellier, 2018. http://www.theses.fr/2018MONTD002/document.
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La révolution numérique se fait dans un climat de défiance latente des clients et des citoyens envers les pratiques digitales (collecte et exploitation de données, etc.). Nombre de responsables appellent de leurs vœux à davantage de transparence afin de sortir de la crise de confiance actuelle. Mais ce principe de transparence serait-il suffisant pour restaurer la confiance dans l’environnement digital ? La question de la transparence se pose aujourd’hui de manière prégnante en raison des risques de dérive et de manipulation des clients, mais elle se pose aussi de manière différente, tant les modes d’échange et de communication sont maintenant multiformes, multidirectionnels et instantanés. Cette recherche explique le rôle de la transparence perçue des pratiques digitales dans l’appréhension de la relation client. Une étude qualitative exploratoire sur deux échantillons (16 clients et 12 managers) a permis de valider la multi-dimensionnalité de la transparence perçue (objectivité, limpidité, ouverture) des pratiques digitales. Une étude quantitative en ligne (panel ad hoc de 445 répondants) réalisée sur les perceptions des clients d’Amazon, un pure player de l’e-commerce, leader dans le domaine et pionnier dans l’exploitation massive des données (moteurs de recommandations, customisation, etc.), a quant à elle permis de 1) développer une échelle de mesure de la transparence perçue, 2) comprendre en quoi la transformation digitale des clients avait un rôle dans la perception de la transparence et 3) évaluer l’impact des différentes facettes du concept sur le renforcement ou la dégradation des relations avec les entreprises (confiance et engagement). Une étude post-enquête qualitative a finalement été menée afin de discuter avec les managers des implications de ce travail doctoralThe digital revolution is taking place in a climate of distrust. Consumers and citizens often have a negative judment of digital practices (collection and data exploitation, etc.). Officials are calling for more transparency to surpass the current trust crisis. But will this principle of transparency be enough to restore trust in the digital environment? The question of transparency arises significantly today because of the risks of customer drift and manipulation. It also arises because of the changing communication modes which are now multiform, multidirectional and instantaneous. This research explains the role of perceived transparency of digital practices in the way we apprehend the customer relationship. A qualitative exploratory study on two samples validated the multi-dimensionality of the perceived transparency construct (objectivity, clarity, openness) using the perceptions of 16 consumers and 12 managers. An online quantitative study (ad hoc panel of 445 respondents) conducted on the perceptions of Amazon customers, an e-commerce pure player, leader in the field and pioneer in the massive exploitation of data (recommendation engines , customization, etc.), has helped to 1) develop a measurement scale of perceived transparency, 2) understand how the customers’ digital transformation had a role in the perception of transparency and 3) determine the influence of perceived transparency’s dimensions on trust building and commitment. A qualitative post-survey study was finally conducted to discuss with managers the implications of this doctoral research
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Edlund, Paul, and Härgestam Axel Holmner. "Customer Relationship Management and Automated Technologies : A qualitative study on chatbots’ capacity to create customer engagement." Thesis, Umeå universitet, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-172386.
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The digital age has brought many new technologies that are disrupting the way that companies interact with customers. Automated technologies are one aspect of technological development in recent days, and it has changed how regular business operations are performed. Chatbots, for instance, has changed the way that customers interact with companies. Facilitating interaction and being available around the clock to serve customers who have questions. This study investigated how automated technologies are used in CRM-activities of companies and how the implementation of such technologies can lead to customer engagement. CRM, Customer Relationship Management, is a core business strategy that aims to strengthen customer relationships through co-creating value with the use of supporting technologies. Customer engagement is a measurement of a customer's involvement with a firm over time, with the end goal of customers becoming “fans” that advocate and generate word-of-mouth for the firm. This study investigates how companies utilize automated technologies in CRM-activities and if these technologies can help lead to customer engagement. The study aims to answer the following research question: How are automated technologies, more specifically chatbots, used in existing CRM strategies to further create customer engagement? The study conducted investigates these technologies within five companies that utilize chatbot-technologies from chatbot-providers. The chatbot-providers are also part of the study to get a more comprehensive view of the functionalities and purpose of these technologies. The contrasting view of companies and chatbot-providers is used to answer the sub-purposes of the thesis regarding how companies implement automated technologies. A qualitative study with interviews was conducted, along with secondary data from written documentary sources. The data were analyzed in a theoretical thematic analysis in which themes were developed from the theoretical framework. The findings of the study show that despite the potential of automated technologies, the most prominent use is for customer service operations. The potential for automated technologies in CRM is greater than what was found in the interviewed companies. The findings also demonstrate that automated technologies facilitate connection, interaction, and increases customer satisfaction, which can lead to customer engagement. The findings also show that there is a discrepancy in the views of companies who use chatbots in their business processes and the chatbot-providers that help implement them.
Books on the topic "Digital customer relationships"
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Board, Conference, ed. Branding on site: Customer relationships in the digital marketplace. New York: Conference Board, 2001.
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Customer relationship management strategies in the digital era. Hershey: Business Science Reference, An Imprint of IGI Global, 2015.
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Belleghem, Steven Van. When Digital Becomes Human: The Transformation of Customer Relationships. Kogan Page, 2016.
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When digital becomes human: The transformation of customer relationships. 2015.
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Bardicchia, Marco. Digital CRM : Strategies and Emerging Trends: Building Customer Relationship in the Digital Era. Independently Published, 2020.
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Trefler, Alan. Build for Change: Revolutionizing Customer Engagement Through Continuous Digital Innovation. Wiley & Sons, Incorporated, John, 2014.
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Trefler, Alan. Build for change: Revolutionizing customer engagement through continuous digital innovation. 2014.
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Trefler, Alan. Build for Change: Revolutionizing Customer Engagement Through Continuous Digital Innovation. Wiley & Sons, Incorporated, John, 2014.
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James, Jon, Neil Richardson, and Neil Kelley. Customer-Centric Marketing: Supporting Sustainability in the Digital Age. Kogan Page, 2016.
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Customer-Centric Marketing: Supporting Sustainability in the Digital Age. Kogan Page, Limited, 2015.
Find full textBook chapters on the topic "Digital customer relationships"
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Chattell, Alf. "Shaping Markets and Customer Relationships." In Creating Value in the Digital Era, 78–103. London: Palgrave Macmillan UK, 1998. http://dx.doi.org/10.1007/978-1-349-14711-3_5.
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Julienne, Eric, Maud Damperat, and Romain Franck. "Customer Relationships and Digital Technologies: What Place and Role for Sales Representatives?" In Augmented Customer Strategy, 149–66. Hoboken, NJ, USA: John Wiley & Sons, Inc., 2019. http://dx.doi.org/10.1002/9781119618324.ch9.
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Cherkasova, E. V., and M. R. Zainullina. "Digital Assistants in Managing Customer Relationships in Modern Companies." In Engineering Economics: Decisions and Solutions from Eurasian Perspective, 539–46. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-53277-2_64.
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Siedschlag, Alexander, Arne Rogg, and Carolin Welzel. "Politisches „Customer Relationship Management“." In Digitale Demokratie, 53–61. Wiesbaden: VS Verlag für Sozialwissenschaften, 2002. http://dx.doi.org/10.1007/978-3-663-09803-4_4.
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Kießig, Achim, Katja Lohmann, and Cornelia Zanger. "E-Customer Relationship Management." In Handbuch Digitale Wirtschaft, 1–18. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-17345-6_25-1.
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Kießig, Achim, Katja Lohmann, and Cornelia Zanger. "E-Customer Relationship Management." In Handbuch Digitale Wirtschaft, 355–72. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-17291-6_25.
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Blum, Georg. "Customer Relationship Management (CRM)." In Digitales Dialogmarketing, 175–223. Wiesbaden: Springer Fachmedien Wiesbaden, 2014. http://dx.doi.org/10.1007/978-3-658-08245-1_7.
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Blum, Georg. "Customer Relationship Management (CRM)." In Digitales Dialogmarketing, 1–59. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-28973-7_12-1.
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Jacobsen, Meinert, and Peter Lorscheid. "Analytisches Customer Relationship Management." In Digitales Dialogmarketing, 1–36. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-28973-7_14-1.
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Blum, Georg. "Customer Relationship Management (CRM)." In Digitales Dialogmarketing, 251–309. Wiesbaden: Springer Fachmedien Wiesbaden, 2021. http://dx.doi.org/10.1007/978-3-658-28959-1_12.
Full textConference papers on the topic "Digital customer relationships"
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Holubcik, Martin, Jakub Soviar, Frantisek Pollak, Jarmila Strakova, and Petra Partlova. "Strategic Management and Logistic Operations of the Alliance of Airlines: Oneworld Case study." In Organizations at Innovation and Digital Transformation Roundabout: Conference Proceedings. University of Maribor Press, 2020. http://dx.doi.org/10.18690/978961-286-388-3.18.
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t Strategic business management extends significantly into the logistics processes. Global companies need to maintain their competitive advantage through cooperative activities. This often means collaboration between companies which are in normal conditions, direct competitors. This paper examines and presents the situation of airlines in the United States of Amerika that have created a strategic alliance to expand the potential market for all customers of individual companies. The use of strategic management in similar competitive/cooperative relationships helps to create synergies. From the perspective of the future strategy, the main goal of the process is primarily to connect the internal logistics processes between the individual companies, and subsequently achieve the expansion of the customer base, or to enrich the supply presented for customers of various companies in the strategic alliance. Another important aspect of this collaboration is a marketing survey of customer requirements. In particular, the new trends in transportation, providing up to date information, transparency of the ordering system, improving transport links, and others that the customers require. Effective interconnection of strategic management, logistic operations and marketing of the individual cooperative companies stimulates the creation of synergies, mainly in terms of strengthening the strategic competitiveness on a global scale (new value for customers, growth of market share and the increase of revenues for the cooperative subjects).
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Kurakina, Natalia Vladislavovna. "A Review of Cross-Cutting (end-to-end) Digital Technologies Used at Leading Precast Concrete Factories in Russia and EU." In All-Russian scientific and practical conference with international participation, chair Tatiana Leonidovna Fomicheva. Publishing house Sreda, 2020. http://dx.doi.org/10.31483/r-97255.
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The article discusses a number of basic and prospective types of «end-to-end» digital technologies in the «New production technologies» class, which are being implemented at modern advanced enterprises for the production of precast concrete structures in Russia and Europe, for industrial and residential construction, such as CAD and BIM. In an era of markets digital transformation, it is important for companies to rethink all elements of their own business model, from product development and production to customer relationships. The experience of leading international and Russian companies in the precast industry shows the effectiveness of the intro-duction of digital technologies.
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Geiger, Manuel, Franziska Jago, and Susanne Robra-Bissanzt. "Physical vs. Digital Interactions: Value Generation Within CustomerRetailer Interaction." In Digital Support from Crisis to Progressive Change. University of Maribor Press, 2021. http://dx.doi.org/10.18690/978-961-286-485-9.12.
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The traditional retail sector is currently facing major challenges, particularly due to digitalisation and the associated changes in customer behaviour, increasing demands in the service world, new technologies and other factors. The COVID19 pandemic has accelerated and intensified this process. From a retailer's point of view, it is essential to create value for the customer through digital interactions. In this article, a study based on the Value in Interaction Model investigates whether it is possible for physical retailers to make a digitally supported interaction as valuable as the direct contact in the store and what influence this has on the Perceived Relationship Quality. The results show that the difference in perceived value between the physical and digital retailer interaction is relatively small. This proves that when the interaction layers are actively designed with a focus on value, a digital interaction can be almost as valuable as the traditional in-store interaction.
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Liangyu, Li. "Research on Exhibition Customer Relationship Management in Digital Era." In EBIMCS 2020: 2020 3rd International Conference on E-Business, Information Management and Computer Science. New York, NY, USA: ACM, 2020. http://dx.doi.org/10.1145/3453187.3453356.
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Ruhwinkel, Max, and Prof Dr Klaus D. Wilde. "Sustainable Customer Relationship Management (susCRM) In research and practice." In Annual International Conference on Human Resource Management and Professional Development in the Digital Age. Global Science & Technology Forum (GSTF), 2011. http://dx.doi.org/10.5176/2251-2349_hrmpd09.
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Lubis, Muharman, Ariq Adyavi Ananto, and Mohamad Afifudin. "Digital Ecosystem Development in Customer Relationship Management (CRM) for Hajj Portal Website." In ICEBA 2021: 2021 7th International Conference on E-Business and Applications. New York, NY, USA: ACM, 2021. http://dx.doi.org/10.1145/3457640.3457654.
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Tesařová, Mariana, Aleš Krmela, and Iveta Šimberová. "Digitalization as an enabler of business model dynamics." In 11th International Scientific Conference „Business and Management 2020“. VGTU Technika, 2020. http://dx.doi.org/10.3846/bm.2020.562.
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The purpose of the article is to answer a research question related to the extent of the impact of digitalization on a business model (BM) of a focal company. An original primary, qualitative research has been conducted. It draws on multiple, in-depth case studies on a globally active B2B incumbent manufacturing companies that recently implemented a digital platform-based customer relationship management system. The data were gathered through participative observation and semi-structured interviews with system users and project leaders. The contribution of the research is in linking the business model dynamic change with a customer relationship management system (CRMS). It identifies the element HOW – value creation – as the mainly affected element of BM of the focal company.
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Ştefănescu, Bogdan. "The Impact of Working from Home During Pandemic Times on Employees Motivation in Romanian Insurance Companies." In 2nd International Conference Global Ethics - Key of Sustainability (GEKoS). LUMEN Publishing House, 2021. http://dx.doi.org/10.18662/lumproc/gekos2021/11.
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This article represents an analysis of the impact on employees of insurance companies in Romania, of the changes that occurred following the crisis generated by the Coronavirus pandemic. With the implementation of traffic restrictions in the spring of 2020 and the introduction of quarantine in Romania, companies were forced to resort to alternative means of conducting and continuing the activity in safe conditions for employees. The main change was the implementation of work at home, doubled by a strong progress of digitalization in the field. The orientation of companies towards the customer, the desire to offer the most complete services and the need to work as much as possible in the online environment, accelerated the digital transformation processes, offering a new perspective to both customers and employees who were able to experience a large number migrating to work from home. This article pays more attention to the analysis of the direct relationship between staff motivation in the case of work at home and the results obtained, with the final result - the sustainability of the organization's activity.
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Loubochkin, Michael, and Vilena Zasenko. "Problems and Prospects of Customer Relationship Management Digital Tools Development in the Global Economy." In DTMIS '20: International Scientific Conference - Digital Transformation on Manufacturing, Infrastructure and Service. New York, NY, USA: ACM, 2020. http://dx.doi.org/10.1145/3446434.3446536.
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Hussain, Omar Khadeer, Elizabeth Chang, Vish Ramakonar, and Tharam S. Dillon. "A Customer Relationship Management ecosystem that utilizes multiple sources and types of information conjointly." In 2012 6th IEEE International Conference on Digital Ecosystems and Technologies (DEST) - Complex Environment Engineering. IEEE, 2012. http://dx.doi.org/10.1109/dest.2012.6227911.
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