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9th National Conference

Importance Of CRM In Hospitality Services And Its Impact On Customer Satisfaction: A Study Of Hotels In Indore

In the era of globalization there is an increase in competition and with this competition the methods of operating a business organization has changed drastically. Customers are the reason for existence which has resulted in increasing Customer expectation in Global scenario. Customer Satisfaction has converted into a critical issue which decides the success of any organization. It is one of the major factors which have to be taken into consideration. It is the demand of market to find out a way to make and feel your customer satisfy. The Concept of Customer Relationship Management (CRM) has emerged as magic stick and it describes the way to reach “Customer delight ness”. CRM includes basically understanding the customer’s need and requirement and the essence of CRM is Customer Retention. The Application of CRM in Hospitality Industry is required to increase the satisfaction level of customer and resulting in maintaining long term relations, helping the Social Recognition and developing Customer loyalty too. Bottom line is that “Positive Word of Mouth” brings lot of advantage along with it like reducing marketing cost, increasing profitability, reducing Customer turnover, maintaining market share and a better Return on Investment.

Data Centers And Cloud Computing: A Review

A data center is a facility used to house computers, telecommunications, and storage systems. Most data centers have redundant power systems and data communications connections, as well as proper environmental and security to protect the equipment and the clients’ data. By renting these data center resources, clients can reduce their cost of operation and need for technical staff, and increase the amount of time and energy expended on their core business. Many services are offered at data centers, such as cloud computing. For all practical purposes the use of cloud computing centralizes the clients’ server hardware and applications, reducing the need to maintain a server room, equipment, and staffing of their own. The use of cloud computing also has many other benefits, including increased productivity, since users can access their applications from anywhere on the internet. In this paper a review is done on how the data center reduces the need for hardware by “time sharing” clients on the same hardware platform with the use of virtualization. ... Read more

CRM And Customer Sustainability By Agrivendors

Marketing is to establish, maintain and enhance relationships with customers and other parties at a profit so that the objectives of the parties involved are met. This is done by a mutual exchange and fulfillment of promises. Modus operandii of the agrivendors is an area of elaborated study since the Customer Relationship Management (CRM) plays a very important role in the operations of these agrivendors. Further, relationship marketing is also sometimes referred to as defensive marketing – because it aims to defend existing clients from being poached by competitors, rather than aggressively hunt for new ones. What a layman understands from CRM is the overall behaviour, interaction and communication that any vendor exhibits with his customers to ensure business, its growth and sustainability. It is the process of creating and sustaining associations with potential customers and consumers. It is to be understood that, it is the apt use of CRM that an agrivendors sustains and grows. Especially, in markets of middle size towns customer relationship plays a vital role because the set of customers is similar in nature and; is fairly price and quality conscious and at the same time the competition is high. This study has been conducted to understand the CRM moves of the agrivendors. The basic objectives of the study have been to understand as to how the agrivendors manage to sustain and grow their customer base. This study was done on two sets of target populations one: the stationed agrivendors (183) and the mobile agrivendors (59). The methodology followed was of convenient sampling and a total of 242 respondents were interviewed individually. FGD’s of customers / consumers were also organized to get the feed back on the attitude and behaviour of the agrivendors and also on the parameters of reliability, cost efficiency and quality etc. The study also leads to an insight wherein the Agrivendors with either some modular planning and/or some modification in the state of the products get into better business opportunities. There are a couple of good examples to be sighted related to Customer Relationship of the Agrivendors and their business management. ... Read more

Leading Role Of E-Commerce In Supply-Chain Management(E-Scm)

How does Internet help to transform and shape today’s companies in this information era? The answer is “ebusiness”. E-business infrastructure is an information tool for optimizing the entire business management and operation processes. Competition in the 21st century will be across supply chains, not individual companies. A supply chain is a network of facilities and distribution options for the entire network of companies to work together to design, produce, deliver, and service products. Since its inception about 10 years ago, the field of supply chain management has become tremendously important to companies in an increasingly competitive global marketplace. Companies focused primarily on manufacturing cost (C) before 70’s, quality (Q) improvements in 70’s, product delivery time (T) in 80’s, services (S) in earlier 90’s, and environmental (E) compatibility in late 90’s within their bounded walls; now their efforts extend beyond those walls to encompass the entire supply chain efficiently and intelligently in a knowledge-based (K) economy of this Millennium. E-commerce does not just mean trading and shopping on the Internet. It means business efficiency at all operation levels. Executives know it is critical to effective business operations, but until now quantifiable performance measures have been as scarce as the number of corporate executives of China who heard of the phrase "supply chain management" (SCM). Supply Chain Management means coordinating, scheduling and controlling procurement, production, inventories and deliveries of products and services to customers. The SCM is the backbone of Ecommerce, a very critical component of E-commerce. Supply Chain Efficiency means having the right product at the right place at the right time, can save money/reduce costs, and can enhance cash utilization. So, in this paper , I am highlighting , the impact of e-commerce in supply chain management in the following area… • Integrated, automatic system-to-system interaction with all trading partners •The ability to integrate those interactions seamlessly with your in-house applications and processes to provide true end-to-end visibility and control •Accommodation of the individual nuances of each partner's mode of interaction • A high-quality and reliable means of exchanging messages over the Internet, which provides business-level guarantees of delivery and integrity •Intelligent management of those interactions, allowing control and ability to change them dynamically • The ability to adapt to change, by quickly and easily locating new services or partners, learning their specific capabilities, and forming a rapid "electronic bond" with them. ... Read more

Retention Marketing In Insurance: The Key To Business Performance

Customer retention is at the heart of any relationship marketing effort. The efforts of the seller are directed towards creating new and sustained benefits on continuous basis, which ultimately leads to a deepening of the relationship. Customer Retention marketing is a process whereby marketers look at building a long term association with their customers. A retention or relationship marketing need to understand the needs of their customers at different stages, and provide products and services accordingly. Insurance is a price competitive arena, trust and customer service play huge roles in attracting and retaining customers. Excellent customer service is the key to gaining new customers and customer retention. India has a vast potential that is waiting to be tapped and this could be achieved with effective Customer Relationship Marketing. With the opening up of the market, a slew of changes are in the offing: reduced premium prices, increased product customization, focus on risk-based pricing and improved customer services. The introduction of any product or scheme involves a lot of research work and market feasibility studies. In India, a study of the consumers’ perception of a product and their expectations, the barriers to adoption and options in distribution. Insurers then come up with critical factors which may ensure the success of new scheme. It is important to retain employees and investors in order to retain customers. Disloyal employees are not motivated enough to build a base of loyal customers. Similarly, disloyal investors will not be interested in building long-term relationships. The team of customers, employees and investors must hence share a common vision of a long-term relationship. CRM technology can help improve customer service and customer contact. Private players are picking up market share from competitors. Most companies have information technology (IT) departments that are critical to the success of the business. It is important for the firm to understand the reasons that make customers switch. Some of the reasons could be price, inconvenience, and core service failure, failed employee responses to service failure, ethical problems, involuntary factors, competitive issues and service encounter failures. Understanding the causes of switching will help the firm develop barriers to prevent switching. All Insurance companies target is to increase revenue and achieve greater profitability while lowering process costs and still attracting more customers to the organization. To achieve this, insurance companies need to develop new sales channels, offer innovative products and improved existing customer service to ensure success in the long run. ... Read more

Technology Used In Asimo Robot

Abstract Artificial intelligence and their applications are now pervasive throughout the world. AI & their applications play vital role in day to day life of human being. This paper discusses the one application of AI that is ASIMO Robot. ASIMO is latest curiosity topic in AI nowadays. It stands for “Advanced Step in Innovative MObility”, and is the most advanced humanoid robot in the world. ASIMO is the first humanoid robot in the world that can walk independently and climb stairs. ASIMO uses AI techniques that are Recognition of moving objects, Posture/gesture recognition, Environment recognition, Sound recognition & Face recognition. We will concentrate on these techniques ... Read more

Analysing And Preventing The Challenging Issues Related To Web Scraping

The Internet is messed up with personal websites and blogs and other sites where millions of people post information about themselves. There is a technique and legitimate set of tools available you with raw and accurate data in the least amount of effort on your part, through which you can search all of these accessible websites and retrieve relevant information. This technique is called Web Scraping. The tools can simulate user interactions and can automatically store the resultant display. There are many valid reasons for uses of web Scraping by various Web Analyzer, Ethical Hacker, Developers, and Authenticate User’s Decision Analyst etc. Even though it has been observed that many a times Web Scraping is used for illegal or illicit purposes. For instance Web Scraping is used for anything disagreeable, or anything that would violate anyone else's copyright. Therefore In this paper we propose various issues related to web scraping and discuss some prevention techniques for these issues. It will provide you better solution for scraping as well as prevention methods of discussed issues. ... Read more

Develop A Framework For Improvement In Pharmaceutical Erp System Using Design Pattern

Abstract Applications have importance in software Engineering. The same is true for ERP system in pharmaceutical. In current days Pharmaceutical companies working in ERP system, which have same look and feel. This similarity motivates us to develop framework for pharmaceutical ERP System. Traditional Pharmaceutical ERP System have same nature but ERP system developers not familiar with knowledge used in pharmacy system and this traditional approach does not support reusability and extendibility. Design pattern main feature is to provide reusability and extendibility. So, our motive is to use design pattern to develop framework for Pharmaceutical ERP System ... Read more

ERP Software

ERP - Enterprise resource planning is a company-wide computer software system used to manage and coordinate all the resources, information, and functions of a business from shared data stored. It is an electronic resource planning of an enterprise. It is useful as it saves lots of time of every individual within the enterprise. It is highly safe as data is protected in a particular server. Only individuals authorized to edit and save any data within the ERP system can do it and rest cannot. His includes planning, manufacturing, and sales, while more recent ERP software products encompass marketing, inventory control, order tracking, customer service, finance and human resources as well. It is a fast electronic data processing program. ERP systems are cross-functional and enterprise-wide. All functional departments that are involved in operations or production are integrated in one system. In addition to areas such as manufacturing, warehousing, logistics, and information technology, this typically includes accounting, human resources, marketing and strategic management. ... Read more

Customer Relationship Management In Education

Educational institutions worldwide are undergoing fundamental shifts in how they operate and interact with their “customers”: students, alumni, donors, faculty members, and staff members. Kotler and Fox (1995) state that “the best organization in the world will be ineffective if the focus on ‘customers’ is lost. First and foremost is the treatment of individual students, alumni, parents, friends, and each other (internal customers). Every contact counts!” The concept of Customer Relationship Management (CRM) is an exciting one, especially as the education market becomes more competitive. Deregulation and a blurring of the boundaries, coupled with increased competition on the international front are forcing institutes to reconsider the mechanisms they use to attract and retain suitably qualified prospective students and forge relationships with corporate clients. Similar to ERP, CRM solutions focus on automating and improving processes, although the focus is on front office areas, such as recruiting, marketing, customer service, and support. In this paper, we present CRM as internal business processes—in areas such as finance, grants management, student information, enrollment, inventory management, and human resources—and freed them from some of the minutia found in day to day operations. ... Read more

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