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BibTex RIS Kaynak Göster

Yıl 2020, Cilt: 11 Sayı: 1, 7 - 10, 30.07.2020

Cem Duran Yeliz Ekinci

https://doi.org/10.17261/Pressacademia.2020.1230

Öz

Kaynakça

  • Barutçugil, P. (2009). Müşteri İlişkileri ve Satış Yönetimi. Kariyer Yayıncılık.
  • Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM) People, process and technology. Business process management journal, 9(5), 672-688.
  • Çati, K., & Koçoğlu, C. M. (2008). Müşteri Sadakati İle Müşteri Tatmini Arasindaki İlişkiyi Belirlemeye Yönelik Bir Araştirma. Selcuk University Social Sciences Institute Journal, 19.
  • Dutt, H., & Chauhan, K. (2019). Using flexibility in designing CRM solution. Global Journal of Flexible Systems Management, 20(2), 103-116.
  • Fredrick, K., & Christopher, D. (2019). Investigative analysis of CRM System Implementation and the challenges attached to its integration into existing ERP System. From an Organization Perspective: A case study of a Freight Forwarding Company in Sweden.
  • Gebert, H., Geib, M., Kolbe, L., & Riempp, G. (2002). Towards customer knowledge management: Integrating customer relationship management and knowledge management concepts. In The Second International Conference on Electronic Business (ICEB 2002) (pp. 296-298).
  • Min, J. I., & Peng-Fei, J. I. (2019). Research on the Marketing Management System of Companies Using CRM System. DEStech Transactions on Social Science, Education and Human Science, (icesd).
  • Moutot, J. M., & Bascoul, G. (2008). Effects of sales force automation use on sales force activities and customer relationship management processes. Journal of Personal Selling & Sales Management, 28(2), 167-184.
  • Ohiomah, A., Andreev, P., Benyoucef, M., & Hood, D. (2019). The role of lead management systems in inside sales performance. Journal of Business Research, 102, 163-177.
  • Özilhan, D. (2010). Müşteri İlişkileri Yönetimi (MİY) Uygulamalarının İşletme Performansına Etkileri. Gümüşhane Üniversitesi Sosyal Bilimler Enstitüsü Elektronik Dergisi, 1(1).
  • Sabnis, G., Chatterjee, S. C., Grewal, R., & Lilien, G. L. (2013). The sales lead black hole: On sales reps' follow-up of marketing leads. Journal of marketing, 77(1), 52-67.
  • Şen, Y. (2014). Örgütsel Hafıza Sistemi ve Bir Model Önerisi:Karar Verme Üzerindeki Rolü Ve Bir Uygulama. İstanbul: Doktora Tezi.
  • Varnalı, K. (2017). Müşteri Deneyimi. İstanbul: MediaCat.
  • Xu, Y., Yen, D. C., Lin, B., & Chou, D. C. (2002). Adopting customer relationship management technology. Industrial management & data systems, 102(8), 442-452.
  • Zerbino, P., Aloini, D., Dulmin, R., & Mininno, V. (2018). Big Data-enabled customer relationship management: A holistic approach. Information Processing & Management, 54(5), 818-846

CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE

Yıl 2020, Cilt: 11 Sayı: 1, 7 - 10, 30.07.2020

Cem Duran Yeliz Ekinci

https://doi.org/10.17261/Pressacademia.2020.1230

Öz

Purpose- The purpose of this study is to find out the answer to the contributions of CRM applications to sales efficiency, lead management, pipeline, customer tracking, mobility and ensuring customer loyalty. Under this purpose, this study also indicates the reasons of resistance in CRM application use and solutions to them with an overall analyze of CRM’s contributions to company performance.
Methodology- The study examines advantages of using CRM for employees in 4 primary basis; Sales Efficiency via Sales Force Automation, Employee Access to Corporate Memory, Mobility, Service and Complaint Management. This study also examines resistances and solutions against CRM application use.
Findings- The findings of the study indicates that CRM is a mandatory tool for today’s companies to prevail competitors in the market by showing what is the unpredictable for the employees, by using the power of data. Also shows how CRM software strengthens the customer engagement and increase customer loyalty and profitability in multi aspects.
Conclusion- CRM software is intended to be used in order to strengthen the relationship with the customer and increase customer loyalty, profitability, increase the productivity of the entire organization, especially the sales and service teams, to ensure collaboration between teams, to institutionalize with a modern technological infrastructure and to ensure the process of transforming from data to wisdom in order to increase corporate memory.

Anahtar Kelimeler

Customer relationship management CRM software company performance

Kaynakça

  • Barutçugil, P. (2009). Müşteri İlişkileri ve Satış Yönetimi. Kariyer Yayıncılık.
  • Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM) People, process and technology. Business process management journal, 9(5), 672-688.
  • Çati, K., & Koçoğlu, C. M. (2008). Müşteri Sadakati İle Müşteri Tatmini Arasindaki İlişkiyi Belirlemeye Yönelik Bir Araştirma. Selcuk University Social Sciences Institute Journal, 19.
  • Dutt, H., & Chauhan, K. (2019). Using flexibility in designing CRM solution. Global Journal of Flexible Systems Management, 20(2), 103-116.
  • Fredrick, K., & Christopher, D. (2019). Investigative analysis of CRM System Implementation and the challenges attached to its integration into existing ERP System. From an Organization Perspective: A case study of a Freight Forwarding Company in Sweden.
  • Gebert, H., Geib, M., Kolbe, L., & Riempp, G. (2002). Towards customer knowledge management: Integrating customer relationship management and knowledge management concepts. In The Second International Conference on Electronic Business (ICEB 2002) (pp. 296-298).
  • Min, J. I., & Peng-Fei, J. I. (2019). Research on the Marketing Management System of Companies Using CRM System. DEStech Transactions on Social Science, Education and Human Science, (icesd).
  • Moutot, J. M., & Bascoul, G. (2008). Effects of sales force automation use on sales force activities and customer relationship management processes. Journal of Personal Selling & Sales Management, 28(2), 167-184.
  • Ohiomah, A., Andreev, P., Benyoucef, M., & Hood, D. (2019). The role of lead management systems in inside sales performance. Journal of Business Research, 102, 163-177.
  • Özilhan, D. (2010). Müşteri İlişkileri Yönetimi (MİY) Uygulamalarının İşletme Performansına Etkileri. Gümüşhane Üniversitesi Sosyal Bilimler Enstitüsü Elektronik Dergisi, 1(1).
  • Sabnis, G., Chatterjee, S. C., Grewal, R., & Lilien, G. L. (2013). The sales lead black hole: On sales reps' follow-up of marketing leads. Journal of marketing, 77(1), 52-67.
  • Şen, Y. (2014). Örgütsel Hafıza Sistemi ve Bir Model Önerisi:Karar Verme Üzerindeki Rolü Ve Bir Uygulama. İstanbul: Doktora Tezi.
  • Varnalı, K. (2017). Müşteri Deneyimi. İstanbul: MediaCat.
  • Xu, Y., Yen, D. C., Lin, B., & Chou, D. C. (2002). Adopting customer relationship management technology. Industrial management & data systems, 102(8), 442-452.
  • Zerbino, P., Aloini, D., Dulmin, R., & Mininno, V. (2018). Big Data-enabled customer relationship management: A holistic approach. Information Processing & Management, 54(5), 818-846
Toplam 15 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Finans, İşletme
Bölüm Makaleler
Yazarlar

Cem Duran 0000-0001-5171-0270

Yeliz Ekinci 0000-0001-9478-1271

Yayımlanma Tarihi 30 Temmuz 2020
Yayımlandığı Sayı Yıl 2020 Cilt: 11 Sayı: 1

Kaynak Göster

APA Duran, C., & Ekinci, Y. (2020). CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE. PressAcademia Procedia, 11(1), 7-10. https://doi.org/10.17261/Pressacademia.2020.1230
AMA Duran C, Ekinci Y. CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE. PAP. Temmuz 2020;11(1):7-10. doi:10.17261/Pressacademia.2020.1230
Chicago Duran, Cem, ve Yeliz Ekinci. “CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE”. PressAcademia Procedia 11, sy. 1 (Temmuz 2020): 7-10. https://doi.org/10.17261/Pressacademia.2020.1230.
EndNote Duran C, Ekinci Y (01 Temmuz 2020) CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE. PressAcademia Procedia 11 1 7–10.
IEEE C. Duran ve Y. Ekinci, “CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE”, PAP, c. 11, sy. 1, ss. 7–10, 2020, doi: 10.17261/Pressacademia.2020.1230.
ISNAD Duran, Cem - Ekinci, Yeliz. “CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE”. PressAcademia Procedia 11/1 (Temmuz 2020), 7-10. https://doi.org/10.17261/Pressacademia.2020.1230.
JAMA Duran C, Ekinci Y. CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE. PAP. 2020;11:7–10.
MLA Duran, Cem ve Yeliz Ekinci. “CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE”. PressAcademia Procedia, c. 11, sy. 1, 2020, ss. 7-10, doi:10.17261/Pressacademia.2020.1230.
Vancouver Duran C, Ekinci Y. CONTRIBUTIONS OF CRM APPLICATIONS TO COMPANY PERFORMANCE. PAP. 2020;11(1):7-10.

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