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نتیجه جستجو - Customer relationships

تعداد مقالات یافته شده: 16
ردیف عنوان نوع
1 Balanced Scorecard approach in deducing supply chain performance
رویکرد کارت امتیازی متوازن در استنباط عملکرد زنجیره تأمین-2021
Supply chain management showcases a major role in enhancing organizational efficiency and effective- ness. A proficient supply chain can lead to abridged costs, augmented market shares, improved transactions and sustainable customer relationships. Nevertheless, designing a supply chain alone may be inadequate in bettering the overall performance of an organization which can only be improved through evaluation. For deducing supply chain performance, the Balanced Scorecard (BSC) is an appropriate tool, apart from Supply Chain Operations Reference models (SCOR), Analytic Hierarchy Process (AHP), Data Envelopment Analysis (DEA) and Heuristic techniques based models. Modern firms face inabilities in measuring their real performance against the demanded performance. Real performance is often greater or lesser than the demanded performance which leads to uncertain and delicate supply chains. Accounting for this ambiguity and improving supply chain performance using Balanced Scorecard model is the emphasis of this research effort, by providing an approach to inspect value creation from four standpoints such as financial, customer, internal business process, learning and growth. In this paper, the drag factors which affects the above four standpoints have been explored and removed, to mend the supply chain for better profits.© 2021 Elsevier Ltd. All rights reserved. Selection and peer-review under responsibility of the International Conference on Sustainable materials, Manufacturing and Renewable Technologies 2021.
Keywords: Balanced Scorecard | Supply chain performance | Drag factors | Stand points | Organizational efficiency
مقاله انگلیسی
2 Does managing customer accounts receivable impact customer relationships, and sales performance? An empirical investigation
آیا مدیریت حساب های مشتری دریافت روابط مشتری و عملکرد فروش تاثیر می گذارد؟تحقیق تجربی-2021
The impact of accounts receivables on the performance of salespersons is largely ignored in sales literature. However, in many sales contexts, managing customers’ accounts receivables is directly managed by the sales- people, and therefore substantially impacts their sales performance. Towards such sales contexts, in this empirical study, we study the effect of customer account receivables and salespersons’ customer orientation on their relationship orientation and customer-related performance. We further analyse the direct impact of rela- tionship orientation on customer-related performance. Using survey-based data from 224 salespersons based out of India, we empirically test the proposed model using partial least squares structural equation modelling. Our findings suggest that accounts receivables from customers and salespersons ‘customer orientation strongly impact relationship building and also improves customer-related performance. The salespersons’ relationship orientation also partially mediates the relationship between customer account receivables and customer-related performance. Therefore, this study provides much-required evidence to establish the salience of salesforce appropriately managing customers’ account receivables so that its impact on their sales performance customer relationships are not adversely affected.
keywords: بدهی های حساب | مشتری مداری | جهت گیری رابطه | عملکرد مشتری | فروشنده | Account receivables | Customer orientation | Relationship orientation | Customer performance | Salesperson
مقاله انگلیسی
3 Characterizing customer experience management in business markets
توصیف مدیریت تجربه مشتری در بازارهای تجاری-2020
Managing the customer experience has become a top priority for marketing managers and researchers. Research on customer experience management (CEM) has traditionally adopted a customer’s viewpoint. Few studies have explicitly embraced an organizational perspective, and existing research focuses mainly on business-to-consumer settings. The present study espouses the utility of CEM in business-to-business (B2B) settings on the grounds that interactions in B2B contexts are also “experienced”. It explains how B2B firms can design and manage the customer experience to influence the customer at different touchpoints. The paper develops a comprehensive framework that characterizes CEM in B2B. The paper articulates key challenges for B2B CEM; relationship expectations (mismatches in customer relationships, siloed customer experiences); actor interaction issues (mis- matches across the customer’s journey, lack of touchpoint control); and temporal challenges (dynamics of the customer experience). The paper draws out the theoretical implications and develops managerial implications for B2B firms.
Keywords: Customer experience management | Customer journey | Market strategy | B2B | Touchpoint
مقاله انگلیسی
4 Fostering B2B sales with customer big data analytics
تقویت فروش B2B با تجزیه و تحلیل داده های بزرگ مشتری-2020
This study focuses on the use of big data analytics in managing B2B customer relationships and examines the effects of big data analytics on customer relationship performance and sales growth using a multi-industry dataset from 417 B2B firms. The study also examines whether analytics culture within a firm moderates these effects. The study finds that the use of customer big data significantly fosters sales growth (i.e. monetary performance outcomes) and enhances the customer relationship performance (non-monetary performance outcomes). However, the latter effect is stronger for firms which have an analytics culture which supports marketing analytics, whereas the former effect remains unchanged regardless of the analytics culture. The study empirically confirms that customer big data analytics improves customer relationship performance and sales growth in B2B firms.
Keywords: Big data analytics | Customer analytics | Marketing analytics | Firm performance | Customer relationship management | Big data-enhanced database marketing
مقاله انگلیسی
5 A new model to compare intelligent asset management platforms (IAMP)
مدل جدیدی برای مقایسه سیستم عامل های مدیریت دارایی هوشمند (IAMP)-2020
Nowadays, no business activity escapes the fourth industrial revolution, called industry 4.0, which is characterized by digitalization of processes. The possibility of simultaneously having systems with greater interconnection, more information and greater flexibility, allows companies to have a clearer view of their processes and consequently improve their effectiveness and efficiency. The digital transformation can no longer be based simply on making the processes more efficient, but on creating more sustainable and profitable customer relationships, continuously aligning the value of the product with the changing customer requirements. Even though managing assets over the Internet is increasingly common, much effort is needed to identify the functionality that should be provided by these platforms to enhance existing asset management practices. The effort of IT vendors is focused on the development of IoT platforms, which allow, among other functions, to create a connection between machinery and digital systems, protect all devices and data against hacking or attacks, control operations and maintenance of equipment or perform different analyses of assets or systems. The aim of this paper is to understand the functionalities of the existing IAMP platforms, providing a system that evaluates these functionalities based on the business objectives from the point of view of asset management. This methodology allows maintenance managers guiding the evolution of the life cycle of their assets according to the business value conception. This makes this methodology especially suitable for supporting new challenging scenarios of maintenance management. In this paper we first talk about the structure of an IAMP, then how they integrate the asset management model and a summary of the features and modules that have the most known IAMP platforms. Finally, an evaluation system of IAMP platforms and a case study is presented based on their content for asset management. Copyright © 2020 The Authors. This is an open access article under the CC BY-NC-ND license(http://creativecommons.org/licenses/by-nc-nd/4.0)
Keywords: Asset Management | Industrial IoT | Digitalization | Predictive Analytics | Intelligent assets management systems
مقاله انگلیسی
6 Self-found, spellbound: The sense of own discovery shapes customer bonds with service venues
خود شناسی، افسون: حس کشف خود با سالن خدمات-2020
Conventional wisdom as well as marketing practice suggest that companies benefit from helping customers find them. Yet, sometimes customers find service venues on their own. We suggest that a sense of own discovery can benefit businesses because customers tend to bond more with what they have discovered for themselves. Situated in the hospitality industry, a field study with customers of a café, a survey with a representative sample of café-goers, an online experiment with a discovery of a bar, and a lab experiment with a discovery of a restaurant confirmed that a sense of own discovery strengthens customer bonds (self-connection, emotional attachment, psychological ownership) with service venues, and in turn predicts actual behavior and behavioral intentions that benefit the venue (i.e., actual consumption, patronage intentions). These findings advance insights into customer relationships and highlight the importance of boosting perceptions of own discovery as a way to build stronger customer bonds.
Keywords: Discovery | Customer bonds | Self-referencing | Relationship marketing | Service management
مقاله انگلیسی
7 The future of marketing
آینده بازاریابی-2020
The main thesis of this article is that several long-term trends are reshaping marketing and forcing marketing managers to change radically to keep up. These long-term trends are technological, socioeconomic and geopolitical. Advances in technology, in particular, are having a profound impact on marketing, resulting in the deepening of customer relationships and the continuous expansion of the service economy. Artificial intelligence, big data, the Internet, and the expansion of networks are creating a revolution in marketing that makes the 1960sstyle 4 Ps increasingly obsolete. Compounding the problem for marketers are the socioeconomic factors of diversity and inclusion, as well as major geopolitical threats. I explore the nature of change, extrapolate marketing practice into the future, and examine the implications for marketing managers, marketing education and academic research in marketing.
مقاله انگلیسی
8 Brave New World? On AI and the Management of Customer Relationships
دنیای جدید شجاع؟ در مورد هوش مصنوعی و مدیریت روابط مشتری-2020
In light of the emerging discourse on AI systems effect on society, whose perception swings widely between utopian and dystopian, we conduct herein a critical analysis of how artificial intelligence (AI) affects the essential nature of customer relationship management (CRM). To do so, we survey the AI capabilities that will transform CRM into AI-CRM and examine how the transformation will influence customer acquisition, development, and retention. We highlight in particular how AI-CRMs improving ability to predict customer lifetime value will generate an inexorable rise in implementing adapted treatment of customers, leading to greater customer prioritization and service discrimination in markets. We further consider the consequences for firms and the challenges to regulators.
Keywords: Artificial intelligence | Customer relationships | Customer lifetime value | Customer Prioritization | CRM | Regulation
مقاله انگلیسی
9 Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico
کیفیت رابطه به عنوان مقدمه از تمایل ارتباط با مشتری: مطالعه متقابل فرهنگی بین اسپانیا و مکزیک-2018
Key factors, such as globalization and the development of information technologies, have forced some firms to change their approach to customer relationship management, particularly within the new competitive frame work of online channels. In this context, customer relationship proneness may guide relationship quality (RQ) by keeping commercial relations alive. This research proposes and examines a conceptual model using a compre hensive management approach that includes market orientation (MO), knowledge management (KM), and perceived relationship investment (PRI) as perceived by customers, which, when available, enhance RQ in an online context. To the best of our knowledge, this study is the first to investigate the effect of RQ on CRP, making a unique contribution to better understanding the continuity of customer–firm relationships. The proposed conceptual model is tested in two different cultures and economic stages, providing relevant insights on the cross-cultural relationship marketing literature. Survey questionnaires are administered to a sample of Spanish and Mexican banking customers, and structural equation modeling, using partial least squares, is used to analyze the data collected. The results show that, in both countries, CRP is significantly influenced by RQ, while PRI should be con sidered when improving the quality of customer relationships. However, intangible aspects (such as the level of MO or KM) seem to be relevant in more mature, competitive markets whose customers show a higher level of LTO. In terms of practical applications, banks must recognize that customers give different priorities to different capabilities and resources based on their perceptions of the RQ. Hence, banks should give clear priorities to commercial strategies aimed at improving RQ. Implications of the results are discussed, and future research avenues suggested.
Keywords: Relationship quality ،Customer relationship proneness ، Online channel ، Cross-cultural effects
مقاله انگلیسی
10 Financial performance of servitized manufacturing firms: A configuration issue between servitization strategies and customer-oriented organizational design
عملکرد مالی شرکتهای خدمات ساخت: یک مسئله پیکربندی بین راهبردهای خدمات رسانی و طراحی سازمانی مشتری - گرا-2018
The literature posits a positive relationship between servitization and financial performance. However, empirical evidence is inconclusive and notes the enabling role of organization. To contribute to this topic, this work first advocates for a new approach to define the servitization strategy of manufacturing firms based on the nature of their offerings and their impact on the provider-customer relationships. Three categories of strategy are suggested: added services-AS, activities reconfiguration-AR, and business model reconfiguration-BMR. Then, a general framework posits that financial performance stems from the adoption of specific COOD configurations depending on the servitization strategy adopted. Three dimensions of COOD are considered: service culture-SC, customer interface-CI and service delivery system-SDS. Based on a study involving 184 manufacturing firms, the research model provides quantitative support for driver configurations that increase financial performance. The results from both structural equation models and qualitative comparative analysis (fsQCA) confirm that all servitization strategies can lead to increased performance, but only with specific COOD configurations. The findings provide stimulating managerial implications: a company implementing an AS strategy has no incentive to invest in a complex COOD; firms adopting an AR strategy should focus largely on their SDS; and firms choosing a BMR strategy must develop a robust SC.
keywords: Servitization strategy |Financial performance |Customer orientation |Organizational design |Configuration |Manufacturing firms
مقاله انگلیسی
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