SavedAdd your journal

Journals / Tekstil ve Konfeksiyon / 2018 / Cilt: 28 - Sayı: 1

DEVELOPMENT AND IMPLEMENTATION OF A WEB-BASED TAILOREDCRM SOLUTION: ANACTION RESEARCH FOR A TEXTILE COMPANY IN TURKEY

WEB-TABANLI KİŞİSELLEŞTİRİLMİŞ CRM YAZILIMININ GELİŞTİRİLMESİ VE UYGULANMASI: TÜRKİYE'DEKİ BİR TEKSTİL İŞLETMESİNE YÖNELİK EYLEM ARAŞTIRMASI

Keti VENTURA
Ural Gökay ÇİÇEKLİ
Serkan Utku ÖZTÜRK
Pages
2–13
Publication Date
2018-04-01
DOI
—
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

Findings of the study reveal the impact of technological and organizational activities on the development and implementation of a web-based tailored CRM solution as well as the importance of these factors for sustainable achievement.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The necessity toconstantly follow the expectations and needs of customers and to develop value-added strategies has arisen for companies that work underdynamicenvironments.
📊
Key Findings & Data:Customer Relationship Management (CRM) software solutions make it possible to offer customized services and develop value-added strategies easily.
💡
Conclusion & Impact:Findings of the study reveal the impact of technological and organizational activities on the development and implementation of a web-based tailored CRM solution as well as the importance of these factors for sustainable achievement.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:MİY · Eylem Araştırması · Sistem Geliştirme

Abstract

The necessity toconstantly follow the expectations and needs of customers and to develop value-added strategies has arisen for companies that work underdynamicenvironments. Customer Relationship Management (CRM) software solutions make it possible to offer customized services and develop value-added strategies easily. The need for a web-based CRM software solution emerges due to the fact that current CRM software packages fail to fit the needs of companies with complex processes particularly.In this regard, the present study aims to develop and implement a web-based CRM solution to find solutions to the unique customer relationship problems of a textile company that has complex processes and a broad product range. An action research methodology is conducted with two continuing cycles. Findings of the study reveal the impact of technological and organizational activities on the development and implementation of a web-based tailored CRM solution as well as the importance of these factors for sustainable achievement.

Özet

Firmaların uluslararası pazarlarda rekabet edebilmek için müşterilerinin ihtiyaç ve beklentilerinin sürekli izlenmesi, değişen dinamikler çevrede katma değerli stratejilerin geliştirilmesi gerekliliği ortaya çıkmaktadır. Müşteri İlişkileri Yönetimi (MİY) yazılımları müşterilere kolaylıkla özel hizmetler sunulmasını ve stratejilerin geliştirilmesini mümkün kılmaktadır. Mevcut MİY paket programlarının özellikle karmaşık süreçlere sahip işletmelere tam uyum sağlayamaması nedeniyle, web tabanlı kişiselleştirilmiş bir MİY yazılımının gerekliliği ortaya çıkmaktadır. Bu kapsamda, çalışmanın amacı, müşteri ilişkileri problemine çözüm bulmak amacıyla, karmaşık süreçlere ve ürün çeşitliliğine sahip bir tekstil işletmesinin web tabanlı kişiselleştirilmiş bir MİY çözümünün geliştirilmesi uygulanmasıdır. Çalışmada iki sürekli çevrimden oluşan eylem araştırması uygulanmıştır. Çalışmanın bulguları, web tabanlı kişiselleştirilmiş MİY geliştirme süreçlerinde sürdürülebilir başarı için teknolojik ve örgütsel faaliyetleringeliştirme ve uygulama süreçleri üzerindeki etkisiniortaya koymaktadır.

🔖

Cite This Article

VENTURA, K., ÇİÇEKLİ, U. G., ÖZTÜRK, S. U. (2018). DEVELOPMENT AND IMPLEMENTATION OF A WEB-BASED TAILOREDCRM SOLUTION: ANACTION RESEARCH FOR A TEXTILE COMPANY IN TURKEY. Tekstil ve Konfeksiyon, Cilt: 28 - Sayı: 1, 2–13. https://ajindex.com/articles/46028

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (15)

  1. Garrido-Moreno A. and Padilla-Meléndez A., 2011, “Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors”, International Journal of Information Management, Vol: 31(5), pp: 437-444
  2. Chen I.J. and Popovich K., 2003, “Understanding customer relationship management (CRM): People, process and technology”, Business Process Management Journal, Vol: 9(5), pp: 672-688
  3. Wilson H., Daniel E. and McDonald M., 2002, “Factors for success in customer relationship management (CRM) systems”, Journal of Marketing Management, Vol: 18(1), pp: 193–219
  4. Payne A. and Frow P., 2005, “A strategic framework for CRM”, Journal of Marketing, Vol: 69, pp: 167–176
  5. Sin L.Y.M., Tse A.C.B. and Yim, F.H.K., 2005. “CRM: Conceptualization and scale development”, European Journal of Marketing, Vol: 39, pp: 1264–1290
  6. Baran R.J. and Galka R.J., 2013, CRM: The Foundation of Contemporary Marketing Strategy, Routledge
  7. Adebanjo D., 2003, “Classifying and selecting e-CRM applications: an analysis-based proposal”, Management Decision, Vol:41(6), pp:570-577
  8. Brehm L., HeinzlA. and Markus M.L., 2001, “Tailoring ERP Systems: A Spectrum of Choices and their Implications”, Proceedings of the 34th Hawaii International Conference on System Sciences, Maui, Hawaii, USA, January 3-6, 2001
  9. Anderson-Connell L.J., Ulrich P.V. and Brannon E.L., 2002, “A consumer-driven model for mass customization in the apparel market”, Journal of Fashion Marketing and Management: An International Journal, Vol: 6(3), pp: 240-258
  10. Xu L.D., 2011, “Enterprise Systems: State-of-the-Art and Future Trends”, IEEE Transactions on Industrial Informatics, Vol: 7(4), pp: 630-640
  11. Roberts M.L., Liu R.R. and Hazard K., 2005, “Strategy, technology and organisational alignment: Key components of CRM success”, Journal of Database Marketing & Customer Strategy Management, Vol: 12(4), pp: 315-326
  12. Dennis A., Wixom B.H. and Roth R.M., 2012, System Analysis And Design, Fifth Edition, John Wiley & Sons, Inc
  13. Valacich J.S., George J.F. and Hoffer J.A., 2012, Essentials of Systems Analysis and Design Fifth Edition, Prentice Hall
  14. Kendall K.E and Kendall J.E, 2014, Systems Analysis and Design, Global Edition 9e, Pearson Higher
  15. Zhang P., Carey J., Te’eni D. and Tremaine M., 2005, “Integrating Human-Computer Interaction Development into the Systems Development Life Cycle: A Methodology”, Communications of the Association for Information Systems Vol