Achieving Service Process Excellence With Connected Customer: A Winning Approach

Samir Yerpude, Tarun Kumar Singhal and Hiren Rajeshkumar Rathod
Additional contact information
Samir Yerpude: Symbiosis Centre of Innovation and Research, Pune, India
Tarun Kumar Singhal: Symbiosis Centre for Management Studies, Noida, Uttar Pradesh, India
Hiren Rajeshkumar Rathod: Shailesh J. Mehta School of Management, IIT Bombay, Powai, India

International Journal of Information Systems and Supply Chain Management (IJISSCM), 2019, vol. 12, issue 1, 66-80

Abstract: This article studies the service process and evaluates the need of a connected customer for achieving customer satisfaction and customer ecstasy, in-turn improving service process excellence for the organization. The method used was an exploratory analysis of research studying the CRM concept and usage data generated from IoT devices. Through a literature review process, various preliminary information constructs on IoT and CRM system with digital enablers are evaluated. References from research papers, journals, internet sites, statistical data sites and books were used to collate the relevant content on the subject. The study of all the relevant scenarios and impact assessment on all the relevant stakeholders was undertaken. Further primary data was gathered from the customer sample and was evaluated to substantiate the importance of connected customer for an organization and its linkage to customer satisfaction. It was found that customer demands are continuously evolving, and it is very relevant for all the organizations to align and keep pace with the change. Connected customers help organizations maintain a complete customer profile, needs, and ability to customize for the individual customer. With this, customers become active participants in the whole ecosystem. The usage of real time data becomes a reality with IoT data transmitted over the internet and analyzed by the CRM system. It gives a better understanding of the customer relationship aspect, helping organizations to operate within healthy financial margins. It also resolves the softer issues arising out of such strategic alliances such as trust and ensures that the organization remains competitive.

Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 8/IJISSCM.2019010104 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jisscm:v:12:y:2019:i:1:p:66-80

Access Statistics for this article

International Journal of Information Systems and Supply Chain Management (IJISSCM) is currently edited by John Wang

More articles in International Journal of Information Systems and Supply Chain Management (IJISSCM) from IGI Global
Bibliographic data for series maintained by Journal Editor ().