Tag Archives: CRM

The Determinants Affecting the Customs Risk Management (Crm) in Dong Nai Province (Published)

In modern customs management, the application of risk management (RM) is considered to be important. The customs risk management can identify the key areas of potential high risk of smuggling, trade fraud, tax evasion and budget deficits so that customs administrations can take effective preventive measures. At the same time, it will create favorable conditions for enterprises to obey customs law. The objective of this study is to find out various factors affecting the customs risk management (CRM) in Dong Nai province. Data surveyed 200 managers of enterprises related to Dong Nai customs. The surveying time is from 9/2017 to 3/2018. Data processed by SPSS 20.0 and method used by the multiple linear regression analysis. The research results showed there are three key factors that affecting the customs risk management (CRM) in Dong Nai province with level significance 5 percent.  

Keywords: CRM, Customs, LHU, Management, Risk

THE ROLE OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT PILLARS IN ACHIEVING COMPETITIVE ADVANTAGE FOR BANKING SECTOR IN JORDAN (Published)

This research aimed at investigating the role of electronic customer relationship management pillars in achieving competitive advantage for banking sector in Jordan. Through monitoring the reality of the role of these pillars(E-Customer, E-Relationship, and E-Management)to achieve competitive advantage in the banks of Jordan. This study has identified the most important factors pursuing the implementation of electronic customer relationship management in commercial banks of Jordan. This research paper has used a quantitative technique to collect data from participants, afterwards, SPSS statistical techniques were used to obtain the findings of this research. The results showed that most commercial banks in Jordan use electronic customer relationship management through interacting with all business activities that require direct contact or indirect communications with clients to achieve maximum competition. In light of the results of this research the researcher has introduced a set of recommendations that promote the use of electronic customer relationships management as well as enhance the competitive advantage of commercial banks in Jordan.

Keywords: Banking Sector, CRM, Competitive Advantage, E-CRM, Jordan

BRANCH BANKING TO VIRTUAL BANKING -UTILIZATION OF DIRECT BANKING CHANNEL IN INDIAN BANKING SECTOR (Published)

The rapid growth of Information Technology (IT) has tremendously changed the way banking is done worldwide. For obtaining service the customers need not to visit Brick and mortars structure of the Bank. All the services of the Bank can be utilized by alternate channels sitting at any location away from Bank. The influence of IT on banking enables the customer to get all major operations/decisions with regard to deposits, withdrawals, and investments by just clicking of a mouse on a computer or at an Automatic Teller Machine (ATM) or mobile. Direct Banking channels or alternate banking channels can be utilized by banks for acquiring, tracking and serving customers through multiple channels. An entire range of services including account opening, fund transfers third party transfers, utility payments can be done through using direct banking channels. This paper will try to evaluate the usage of Direct banking channels for managing CRM of Bank with special reference to the banking sector in India.

Keywords: CRM, Customers’ Satisfaction, Direct Banking channel, Virtual Banking

Metric Genetic-Fuzzy Based Customer Relationship Management Health Model (Published)

Customer Relationship Management (CRM) is a model for managing a company’s interactions with current and future customers. Most of the implemented CRM approaches are subjective in nature, in addition to the serious need to separate feelings of satisfaction or dissatisfaction with the services delivery. Metric Genetic-Fuzzy Based Customer Relationship Management Health Model (MGFBCRMHM) was initiated for these reasons. Unified Modeling Language was utilized for modeling the software system, depicting clearly the interaction between various components and the dynamic aspect of the system. The simulation results utilizing Matrix Laboratory (MATLAB) was satisfactory. This paper demonstrates the practical application of metric based soft computing techniques in the health sector in determining patient’s satisfaction.

Keywords: CRM, Fuzzy Logic, Genetic Algorithm