Customer service and specifically relationship management, in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The implementation of a one-to-one programme within an emerging economy is the focus of this paper, specifically in the financial services environment. The steps in the implementation of CRM as proposed by Peppers, Rogers and Dorf (1999b) are examined and the effect on customer service in an emerging market is investigated. The findings indicate
Words: 3911 - Pages: 16
If systems are not implemented and implemented well, all of the talk about the promise of technology is for naught and a waste of time and energy (Balgrosky, 2015). Management must be sure that they have a team who can search for the correct system, support the system, and improve the system. This group must share the same goals, to improve patients
Words: 1800 - Pages: 8
APPLICATION OF CHANGE MANAGEMENT THEORY TO HR PORTAL IMPLEMENTATION IN SUBSIDIARIES OF MULTINATIONAL CORPORATIONS Cataldo Dino Ruta HR portals are complex information technology (IT) applications that can be accessed by all employees of a given organization. By placing more applications and information online, HR portals reduce the reliance employees have on HR personnel. Given this relational change, from human to computer, the HR portal implementation process must take into account the challenges
Words: 10724 - Pages: 43
Extract from the Book “ERP Demystified” by Alexis Leon, Publisher: Tata Mc Graw Hill Publishing Co-2008 edition ( by Dileep Kumar, Secretary, Association of Knowledge Workers, Lucknow ) Part 1: Introduction: 1. What is an Enterprise? An enterprise is a group of people with a common goal, which has certain resources at its disposal to achieve this goal. In traditional approach , the organization is divided into different nits based on the functions they perform. These departments function in isolation
Words: 20066 - Pages: 81
policy implemented at this time, but we currently have a partial capability from a technology standpoint. This puts us in situation that is ripe with opportunities to change the organization’s work environment in ways that will benefit all parties involved. With many new changes in the information technology solutions available in the market place it is now possible to do work anywhere and at any time. The implementation of a strategy to take advantage of this change in the work environment can lead
Words: 2235 - Pages: 9
What have we learned from the recent EMR implementation experience? What works, what doesn’t work, and why? Implementing an EMR system in a clinical practice has been a formidable task in the healthcare industry. Although, details of the experience may differ from one healthcare setting to another. Many research studies have pointed out the following as the common issues to EMR implementation, these includes leadership, workflow, provider, training, data interface and end users. These issues
Words: 846 - Pages: 4
evolution and background of this concept. How the technology has helped CRM in new age banking is also discussed here. | CRM IN NEW AGE BANKING | VIVEK SHARMA 10BSPHH011019 SECTION: C CONTENTS 1. Abstract 2 2. Introduction 3 3. Evolution of CRM 4 4. Customer relationship management 5 5. Overview of Indian banking sector 7 6. CRM in new age 12 7. Role of IT in CRM implementation 14 8. Present scenario 18
Words: 4655 - Pages: 19
Competing Technology Options and Stakeholder Interests for Tracking Freight Railcars in Indian Railways Case Analysis Memorial University of Newfoundland and Labrador Submitted by: Vanessa Roche Submitted to: Paul Sherren Date: July 29th, 2015 Teaching Case Shirish C Srivastava, Sharat S Mathur, Thompson SH Teo (2009). Journal of Information Technology. Competing technology options and stakeholder interests for tracking freight railcars in Indian Railways. Abstract This case
Words: 2071 - Pages: 9
of this report was to examine the results of the effective implementation of customer relationship management (CRM) systems. What is the most effective way to realize all of the benefits from CRM system implementation? Research for this report included a review of current literature on effective implementation of CRM systems and the market data on popular CRM systems on the market available on Gartner, the leading information technology research website. Major findings indicate that just simply
Words: 2765 - Pages: 12
The next section describes the four types of change technology, product, structure, people—occurring in organizations, and how to manage change successfully. The organization structure and management approach for facilitating each type of change is then discussed. Management techniques for influencing both the creation and implementation of change are also covered. The final section of the chapter looks at barriers to change and implementation techniques managers can use to overcome resistance.
Words: 4290 - Pages: 18
