CRM- järjestelmän käyttöönottoprojektin onnistumisen osatekijät

Tutkimuksen tarkoituksena on analysoida CRM- järjestelmän käyttöönottoprojektia ja erityisesti sen onnistumiseen vaikuttavia tekijöitä. Tutkimuksessa tehtiin ensimmäisenä kirjallisuuskatsaus, jossa kuvattiin CRM- järjestelmien ominaisuuksia sekä niiden suhdetta laajempaan asiakkuudenhallinnan käsitteeseen. Kirjallisuuskatsauksessa tuotiin myös esille aikaisemmassa tutkimuksessa havaittuja seikkoja, joiden on nähty vaikuttavan CRM- järjestelmien käyttöönoton onnistumiseen. Tutkimustulokset syntyivät kun teoreettisessa viitekehyksessä havaittuja CRM- järjestelmien käyt-töönoton onnistumiseen vaikuttavia tekijöitä verrattiin tapausyrityksen käyttöönottoprojektiin. Ky-seessä on siis empiirinen tapaustutkimus, jossa aineiston kerääminen toteutettiin puolistrukturoituina haastatteluina sekä hyödyntäen konstruktiivista tutkimusotetta. Tutkimuksessa todettiin CRM- järjestelmien tukevan yrityksen laajempaa asiakashankintaan ja asiakassuhteisiin liittyvää liiketoimintastrategiaa, jonka tavoitteena on luoda pitkäaikaisia ja kan-nattavia asiakassuhteita. Kaikki yritykset eivät kuitenkaan näe CRM- järjestelmää yhtä tärkeänä työkaluna vaan ne voidaan nähdä yrityksessä vain yhtenä tietoteknisenä ratkaisuna tai osana laa-jempaa asiakkuudenhallinnan kokonaisratkaisua, jossa CRM- järjestelmä tukee yrityksen perusta-vanlaatuista asiakaskeskeistä strategiaa ja visiota. Tutkimuksessa todettiin myös, että CRM- järjes-telmällä voi olla operatiivisiin, analyyttisiin ja yhteistyötä tukeviin toimintoihin liittyviä ominai-suuksia. Tutkimuksessa tosin havaittiin, että toisinaan CRM- järjestelmistä hyödynnetään ainoas-taan rajallista kapasiteettia ja yrityksen tavoitteista riippuen CRM- järjestelmän kaikkia ominai-suuksia ei ole aina tarkoituskaan ottaa käyttöön. Teoriakatsauksen avulla pyrittiin myös löytämään yleisimmin CRM- järjestelmän käyttöönottopro-jektiin vaikuttavia tekijöitä. Aikaisemmasta tutkimuksesta löydettiin kahdeksan tekijää joiden näh-tiin yleisimmin vaikuttavan projektin onnistumiseen. Tutkimuksen empiriaosassa näitä tekijöitä verrattiin tapausyrityksessä suoritettuun CRM- järjestelmän käyttöönottoprojektiin sekä selvitettiin kuinka miten ne vaikuttivat projektin onnistumiseen. Tutkimuksessa tärkeimmiksi CRM- järjestelmän käyttöönottoprojektin onnistumista edesauttaneiksi tekijöiksi tunnistettiin ylimmän johdon sekä myyntijohdon sitoutuminen projektin läpiviemiseen sekä CRM- järjestelmän jatkuvan käytön vaatimiseen. Myös loppukäyttäjien koulutukseen panos-taminen oli tärkeässä osassa käyttöönototon alkuvaiheen kivuttomuuden varmistamiseksi. Laaduk-kaampi käyttöönotto olisi edellyttänyt myyntijohdon parempaa koulutusta CRM- järjestelmän käyt-tämiseen sekä ominaisuuksien tunnistamiseen, markkinointiosaston osallistamista heti projektin alkuvaiheessa sekä CRM- järjestelmän jatkokehitysprosessin parempaa suunnittelua.

Necesidades percibidas por los clientes de un sistema CRM en empresas de compra online

El CRM es una herramienta que apoya la gestión de relaciones sólidas y duraderas con los clientes de manera que los productos y servicios que la empresa ofrece cumplan efectivamente las expectativas de sus clientes y por tanto se garantice la continuidad de las ventas en un entorno tan competitivo como el actual. El objetivo de este documento es presentar los resultados de la investigación de mercados que busca identificar las principales características que debe tener, desde el punto de vista del cliente, un sistema CRM para la empresa ‘Antojos Saludables’, para ello se presentará una caracterización de los clientes o posibles clientes de la empresa y las expectativas o percepciones respecto a asuntos de infraestructura tecnológica como seguridad de transacciones online, medios de pago preferidos para compras online, aplicaciones más usadas en plataformas de compra online, para finalmente mostrar algunas sugerencias sobre estrategias convenientes para el diseño del sistema de información que soporte el CRM de "Antojos Saludables".

Propuesta de mejora al seguimiento y fidelización del cliente en la empresa Invera a través de los principios de la herramienta CRM

44 p.

Modelo de gestión CRM en VIMAR Ltda.

117 p.

The preparation of a certified reference material of polar pesticides in freeze-dried water (CRM 606)

The preparation of a certified reference material of polar pesticides in freeze-dried water is described. The pesticides selected were atrazine, simazine, carbaryl, propanil, linuron, fenamiphos and permethrin which were added to 6000 litres of tap water at 50–80 μg · L–1 (200–320 μg · L–1 for permethrin) level in presence of NaCl (2.5 g · L–1) prior lyophilization. After the freeze-drying process the residue was rehomogenized, filled into amber glass bottles and stored at –20 °C, +4 °C and +20 °C. All pesticides were determined by HPLC/diode array detector, except permethrin which was determined by GC/ECD. The results obtained for atrazine, simazine, carbaryl, propanil, linuron and fenamiphos showed no within- or between-bottle inhomogeneity, however the material was non-homogeneous for permethrin and therefore this was withdrawn from further studies. With respect to the stability for over one year, all pesticides were stable at –20 °C. At +4 °C all pesticides were stable for at least 9 months and at +20 °C the stability was demonstrated only during the first month of storage. The content (mass fractions) of atrazine, simazine, carbaryl, propanil and linuron in freeze-dried water (CRM 606) was certified by an interlaboratory testing and a certification campaign.

Crescimento, composição corporal e performance motora em crianças e adolescentes de 7 a 14 anos provenientes de familias de baixo nivel socio-economico e participantes do projeto esporte solidario, São Luis - MA

Universidade Estadual de Campinas . Faculdade de Educação Física

On the name of the lepidophagous characid fish Roeboexodon guyanensis (Puyo) (Teleostei: Characiformes: Characidae)

The arguments for the usage of the names Gnathoplax, Roeboexodon, R. geryi, and R. guyanensis are revised. Based on the literature and museum specimens, we recommend that the neotype of Exodon guyanensis should be considered valid; that the genus Gnathoplax should be considered an objective junior synonym of Roeboexodon; and that Roeboexodon geryi should be considered an objective junior synonym of Exodonguyanensis.

Method development and optimization for the determination of selenium in bean and soil samples using hydride generation electrothermal atomic absorption spectrometry

The present investigation is the first part of an initiative to prepare a regional map of the natural abundance of selenium in various areas of Brazil, based on the analysis of bean and soil samples. Continuous-flow hydride generation electrothermal atomic absorption spectrometry (HG-ET AAS) with in situ trapping on an iridium-coated graphite tube has been chosen because of the high sensitivity and relative simplicity. The microwave-assisted acid digestion for bean and soil samples was tested for complete recovery of inorganic and organic selenium compounds (selenomethionine). The reduction of Se(VI) to Se(IV) was optimized in order to guarantee that there is no back-oxidation, which is of importance when digested samples are not analyzed immediately after the reduction step. The limits of detection and quantification of the method were 30 ng L(-1) Se and 101 ng L(-1) Se, respectively, corresponding to about 3 ng g(-1) and 10 ng g(-1), respectively, in the solid samples, considering a typical dilution factor of 100 for the digestion process. The results obtained for two certified food reference materials (CRM), soybean and rice, and for a soil and sediment CRM confirmed the validity of the investigated method. The selenium content found in a number of selected bean samples varied between 5.5 +/- 0.4 ng g(-1) and 1726 +/- 55 ng g(-1), and that in soil samples varied between 113 +/- 6.5 ng g(-1) and 1692 +/- 21 ng g(-1). (C) 2011 Elsevier B.V. All rights reserved.

Identification of residues involved in binding of IL5 to beta(com) using beta(IL3) and beta(com) chimeras

In mice there are two forms of the beta chain used in the IL3 receptor system, beta(com) and beta(IL3). beta(com) is used by the IL3, ILS and GM-CSF receptors whereas Pns is only used in the IL3 receptor. In this work an assay was developed to identify residues of beta(IL3) that restrict IL5 activity. It was found that such residues reside within the 2nd CRM of the molecule. Furthermore, when residues in the beta(IL3) B'-C' loop were replaced with beta(com) sequence a form of beta(IL3) was produced that was able to respond to IL5. This region is also responsible for IL3 binding to beta(IL3) in the absence of alpha chain. It is therefore an important structural motif of beta(com) and beta(IL3) responsible for both ligand interaction and specificity. (C) 1999 Federation of European Biochemical Societies.

Customer Perception about Loyalty Programs in Agricultural Market: a case study

This study discusses the use of loyalty programs and Customer perception in, agricultural market. The theoretical review includes relationship marketing, its objectives, dimensions and instruments, and loyalty programs. The method for the empirical part consisted on qualitative research, through a case study conducted at one of the largest crop protection chemical companies in Brazil. The case is representative once this company was pioneer in its segment in adopting the customer relationship management. (CRM) approach to-their clients: It has been a consensus that customer relationship is a tool to amplify the Customer share. This.,is so, due the. increasing competition generated by the entrance of generic products and the retaliation actions adopted by the multinational groups. The case study includes a market overview, a description of the company, its loyalty program, the image of the program from the customer`s perspective, and the main results acquired with the CRM program. The Study also presents some recommendations for-companies that are pursuing strategies to. increase their customer share through loyalty programs.

Gas permeation in silicon-oxide/polymer (SiOx/PET) barrier films: role of the oxide lattice, nano-defects and macro-defects

We propose a model for permeation in oxide coated gas barrier films. The model accounts for diffusion through the amorphous oxide lattice, nano-defects within the lattice, and macro-defects. The presence of nano-defects indicate the oxide layer is more similar to a nano-porous solid (such as zeolite) than silica glass with respect to permeation properties. This explains why the permeability of oxide coated polymers is much greater, and the activation energy of permeation much lower, than values expected for polymers coated with glass. We have used the model to interpret permeability and activation energies measured for the inert gases (He, Ne and Ar) in evaporated SiOx films of varying thickness (13-70 nm) coated on a polymer substrate. Atomic force and scanning electron microscopy were used to study the structure of the oxide layer. Although no defects could be detected by microscopy, the permeation data indicate that macro-defects (>1 nm), nano-defects (0.3-0.4 nm) and the lattice interstices (<0.3 nm) all contribute to the total permeation. (C) 2002 Elsevier Science B.V. All rights reserved.

Desenvolvimento e validação fatorial da Escala de Relacionamento com Clientes (ERC)

Considerando a importância do desenvolvimento do relacionamento entre as empresas e seus clientes, este trabalho tem por objetivo validar um instrumento científico capaz de mensurar tal relacionamento, destacando a satisfação e a lealdade como pressupostos para a sua construção e manutenção. A pesquisa, de natureza quantitativa, utilizou-se de Análise Fatorial Exploratória para a validação experimental do instrumento e de uma amostra de 627 clientes de diversas empresas. Os resultados encontrados mostram que a Escala de Relacionamento com o Cliente (ERC) possui uma estrutura unifatorial, explicando cerca de 64% da variância e com confiabilidade de 0,92 (α de Cronbach). O trabalho contribui com a produção científica nas áreas de marketing e afins, uma vez que a ERC pode ser utilizada em estudos diagnósticos e relacionais. Ademais, a contribuição do estudo estende-se à área organizacional, visto que o instrumento pode auxiliar gestores no sentido de incrementar o relacionamento que desenvolvem com seus clientes e melhorar os resultados organizacionais.

Aspectos psicossociais associados à percepção da dor pós-operatória em indivíduos submetidos a cirurgia coronária

Objectivo: Identificar os factores psicossociais que influenciam a percepção da dor pós-operatória em doentes submetidos a cirurgia de revascularização do miocárdio (CRM). Material e Métodos: Estudo exploratório correlacional de 91 doentes (71 homens e 20 mulheres) submetidos a CRM (pontagem aortocoronária) por esternotomia). A idade média era de 63,8 ± 9,6 anos (entre 39 e 84). Foram utilizados os seguintes instrumentos: Escala Analógica Visual às 24, 48 e 96 horas do pós-operatório; Questionário de Caracterização Demográfica; Mental Health Inventory de 5 itens; Percepção de Saúde Geral (SF-36); Escala de Expectativas de Dor; Escala de Percepção de Apoio; Escala de Expectativas de Auto-eficácia; Satisfação com o tratamento, médicos e enfermeiros (American Pain Society Questionnaire) aplicados às 96 horas após a cirurgia. Resultados: Os doentes que apresentaram expectativas elevadas de dor, percepcionaram maior apoio, apresentaram níveis elevados de auto-eficácia para lidar com a dor ou, se pertenciam ao sexo masculino, sentiram menos dor. De igual modo, os doentes que apresentaram melhor saúde mental, percepcionaram a sua saúde como boa e os doentes que expressaram maior satisfação com o tratamento sentiram menos dor. A dor não foi influenciada pela idade, grau de escolaridade ou pela satisfação com a conduta de médicos e enfermeiros. Conclusão: Após as primeiras 48 horas do pós-operatório, a experiência de dor é influenciada por factores psicossociais, em oarticular pela expectativa de dor, expectativa de auto-eficácia, apoio percebido, percepção da saúde geral, percepção de saúde mental e satisfação com o tratamento para a dor. Perante os resultados, evidencia-se a necessidade de conjugar conhecimentos no sentido de dar respostas mais alargadas e de carácter multidisciplinar no tratamento da dor pós-operatória em CRM devendo, a par de outros aspectos, focar-se na gestão das expectativas dos doentes. ABSTRACT - Objective: To identify the psychological factors that influence post-surgery pain perception in patients undergoing coronary artery bypass graft surgery (CABG). Methods: This was an exploratory correlational study of 91 patients (71 men and 20 women) who underwent CABG (aortocoronary anastomosis) by sternotomy. Mean age was 63.8 ± 9.6 years (between 39 and 84). The following instruments were used: visual analogical scales at 24, 48 and 96 hours of post-surgery; demographic characteristics survey; pain expectations scale; perceived support scale; self-efficacy scale, Mental Inventory (5 items); health perception scale; and satisfaction with treatment, doctors and nurses (American Pain Society questionnaire) at 96 hours after surgery. Results: Patients who had presented high expectations of pain, perceived more support, presented high levels of self-efficacy to deal with pain or were male, felt less pain. Furthermore, patients who presented better mental health, perceived their general health as being good, or expressed greater satisfaction with treatment, felt less pain. Pain was not influenced by age, level of education or satisfaction with doctors and nurses. Conclusion: After the first 48 hours following surgery, the pain experience is influenced by psychosocial factors, in particular by expectation of pain and of self-efficacy, perceived support, perception of general and mental health, and satisfaction with pain treatment. The results confirm the need to bring together different kinds of knowledge for a broad, multidisciplinary approach to postoperative CABG pain treatment, focusing, along with other aspects, on management of patients’ expectations.

Concept of Customer Relationship Management as an example of innovation in banking sector

Banks that has introduced CRM system, had to make some difficult changes in their organization in order to become more customer oriented. Beside the pure CRM banks try to adopt other innovative tools related with the core CRM. Some of these solutions are constructed in such a way so that ensured could be also access to the information beside to bank’s organization.

Modelos de avaliação da qualidade do atendimento na prestação de serviços públicos: aplicação da metodologia de scoping review à tomada de decisão com base na evidência (evidence-based management), na Administração Pública.

Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação