Advertisement

Creating Value for Businesses by Providing CRM Solutions: A Case of Oracle CRM on Demand

  • Swati Singh
  • Sanjeev Kr. Singh
Part of the Communications in Computer and Information Science book series (CCIS, volume 141)

Abstract

Information technology integrations are playing great role in increasing business efficiency. IT based solutions have brought wonders to the enterprises. Organizations are looking for the better technologies for improving their performance at low cost. On the Demand CRM solutions are one of the major tools of increasing business efficiency by providing customer knowledge. This research attempts to study the role of On Demand CRM solutions in creating value for the organizations. The research establishes the importance of on Demand CRM solutions in profitable business implementation with the help of the case of Oracle CRM on Demand solutions. The research focuses at discussing the role of Oracle CRM on Demand solution in improving organizations’ performance by analyzing related business and technological issues.

Keywords

CRM On Demand Solutions Technology Business performance Profitability Customization 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Bhaskar, R.: A Customer Relationship Management System to Target Customers at Cisco. Journal of Electronic Commerce in Organizations 2(4), 63–73 (2004)MathSciNetCrossRefGoogle Scholar
  2. 2.
    Brown, S.A.: Strategic customer care: An evolutionary approach to increasing customer value and profitability. Wiley, Ontario (1999)Google Scholar
  3. 3.
    Chan, J.O.: Toward a unified view of customer relationship management. Journal of American Academy of Business 6, 32–38 (2005) (retrieved September 9, 2005, from Business Source Premier Database)Google Scholar
  4. 4.
    Chen, J.-S., Ching, R.K.H.: An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capability on CRM Performance. Journal of Global Information Management 12(1), 1–17 (2004)MathSciNetCrossRefGoogle Scholar
  5. 5.
    Coker, D.M., Del Gaizo, E.R., Murray, K.A., Edwards, S.L.: High performance sales organizations: Creating competitive advantage in the global marketplace. McGraw-Hill, New York (2000)Google Scholar
  6. 6.
    Corner, C., Rogers, B.: Monitoring qualitative aspects of CRM implementation: The essential dimension of management responsibility for employee involvement and acceptance. Journal of Targeting, Measurement & Analysis for Marketing 13, 267–274 (2004) (retrieved September 9, 2005, from Business Source Premier database)CrossRefGoogle Scholar
  7. 7.
    Crosby, L.A., Johnson, S.L.: Technology: Friend or Foe to Customer Relationships? Marketing Management 10(4), 10–13 (2001)Google Scholar
  8. 8.
    Fox, T., Steve Stead, L.: Customer Relationship Management-Delivering the Benefits’, White Paper of Secor Consulting (2001)Google Scholar
  9. 9.
    Gordon, I.: Relationship marketing. John Wiley and Sons Canada, Ltd., Ontario (1998)Google Scholar
  10. 10.
    Homburg, C., Workman Jr., J.P., Jensen, O.: Fundamental changes in marketing organization: the movement toward a customer-focused organizational structure. Journal of the Academy of Marketing Science 28(4), 459–478 (2000)CrossRefGoogle Scholar
  11. 11.
    Itkis, D.: The buzz about CRM. Broker Magazine 7, 46–48 (2005) (retrieved September 8, 2005, from Business Source Premier Database)Google Scholar
  12. 12.
    Langerak, F., Verhoef, P.C.: Strategically embedding CRM. Business Strategy Review 14(4), 73–80 (2003)CrossRefGoogle Scholar
  13. 13.
    Mack, O., Mayo, M.C., Khare, A.: A Strategic approach for successful CRM: A European perspective. Problems & Perspectives in Management 2, 98–106 (2005) (retrieved September 9, 2005, from Business Source Premier Database)Google Scholar
  14. 14.
    Butler, M.: A Comparison of CRM-on-Demand Solutions’ (2009), http://www.martinbutlerresearch.com/index.php/free-reports/comparison-reports/crm-ondemand/
  15. 15.
    Petouhoff, N.L.: The Forrester Wave: Customer Service Software Solutions, Q4’ (2008), http://www.forrester.com/rb/Research/wave%26trade%3B_customer_service_software_solutions%2C_q4_2008/q/id/45543/t/2
  16. 16.
  17. 17.
  18. 18.
    Oracle Taking On Demand CRM Integration to the Next Level, Oracle Corporation (2009)Google Scholar
  19. 19.
    Parvatiyar, A., Shet, J.: Customer Relationship Management: Emerging Practice, Process & Discipline’. Journal of Economic & Social Research 3, 1–34 (2001)Google Scholar
  20. 20.
  21. 21.
    Desisto, R.P.: Magic Quadrant for Sales Force Automation’ Gartner RAS Core Research Note G00168995, RA3. 307302010 (2009), http://www.gartner.com/technology/mediaproducts/reprints/oracle/article86/article86.html
  22. 22.
    Ryals, L., Knox, S.: Cross-Functional Issues in the Implementation of Relationship Marketing Through Customer Relationship Management. European Management Journal 19(5), 534–542 (2001)CrossRefGoogle Scholar
  23. 23.
    Simpkins, R.A.: The secrets of great sales management. AMACOM, New York (2004)Google Scholar
  24. 24.
    Srivastava, R.K., Shervani, T.A., Fahey, L.: Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing. Journal of Marketing 63(4), 168–179 (1999)CrossRefGoogle Scholar
  25. 25.
    Stefanou, C.J., Sarmaniotis, C., Stafyla, A.: CRM and customer-centric knowledge management: An empirical research. Business Process Management Journal 9(5), 617–634 (2003)CrossRefGoogle Scholar
  26. 26.
    Vandermerwe, S.: Achieving Deep Customer Focus. MIT Sloan Management Review 45(3), 26–34 (2004)Google Scholar
  27. 27.
    Webster Jr., F.E.: Market-driven management: How to define, develop, and deliver customer value. Wiley, New Jersey (2002)Google Scholar
  28. 28.
    Wu, I.L., Wu, K.W.: A hybrid technology acceptance approach for exploring e-CRM adoption in organizations. Behavior & Information Technology 24(4), 303–316 (2005)CrossRefGoogle Scholar
  29. 29.
    Hong-kit Yim, F., Anderson, R., Swaminathan, S.: Customer Relationship Management: Its Dimensions And Effect On Customer Outcomes’. Journal Of Personal Selling & Sales Management 24, 263–278 (2004)Google Scholar
  30. 30.
    Zoltners, A.A., Sinha, P., Zoltners, G.A.: The complete guide to accelerating sales force performance. AMACOM, New York (2001)zbMATHGoogle Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Swati Singh
    • 1
  • Sanjeev Kr. Singh
    • 2
  1. 1.Institute of Technology & ScienceGhaziabadIndia
  2. 2.IIIT HyderabadGachibowli, HyderabadIndia

Personalised recommendations