Современные бизнес-модели для повышения конкурентоспособности предприятий строительного сектора
Автор: Окрепилов Владимир Валентинович, Мелович Бобан
Журнал: Строительство уникальных зданий и сооружений @unistroy
Статья в выпуске: 10 (37), 2015 года.
Бесплатный доступ
Использование современных бизнес-моделей и изучение бизнес-окружения являются предпосылками для повышения конкурентоспособности компаний в секторе гражданского строительства. Идея Системы Управления Взаимоотношениями с Клиентами (CRM-система, сокращенно от английского Customer Relationship Management) заключается в смещении акцента с «продукта» на «покупателя» и, таким образом, создании стабильных, долгих и прибыльных взаимоотношений с клиентами. CRM-система заключается не только в технологиях и программах, но и представляет собой глобальную бизнес-модель. Основная цель CRM-системы в области гражданского строительства - это привлечение и сохранение платежеспособных клиентов, создание бизнеса, ориентированного на клиента. В данной статье анализируется, как внедрение CRM-системы влияет на рост достижений компаний в секторе гражданского строительства.
Система управления взаимоотношениями с клиентами, гражданское строительство, покупатель, прибыль, успех
Короткий адрес: https://sciup.org/14322188
IDR: 14322188
Modern business models of the competitiveness enhance of the construction sector enterprises
Contemporary business models and the condition of business environment are prerequisites for improving competition abilities of companies in the civil engineering sphere. The concept of the Customer Relationship Management (CRM) is to switch the emphasis from the product to the customer and, and thus to create sustainable, life-long beneficial relations with buyers. Products and services have to correspond to the individual requires of a certain customer. CRM is not only about a technology or software, it is a business model, business principles. General purpose of CRM in the civil engineering sphere is obtaining and preserving clients with the maximal solvency. The paper shows that the introduction of CRM system directly corresponds to achievements of the companies in civil engineering sector. With an eye to make the CRM system successful, it is obligatory to define a proper strategy in order to create long term, stable and beneficial relations with customers and after that to regulate company’s business processes and to adapt the company’s management if necessary to make the environment which is completely oriented to the customer
Список литературы Современные бизнес-модели для повышения конкурентоспособности предприятий строительного сектора
- Vranešević, T. Managing clients' satisfaction. Graficki zavod Hrvatske (2000) Zagreb, 273 p.
- Gholami H., Zameri M., Saman M., Sharif S., Zakuan N. A CRM Strategic Leadership Towards Sustainable Development in Student Relationship Management: SD in Higher Education (2015) Procedia Manufacturing, Vol. 2, pp 51-60.
- Khodakarami F., Yolande E. Chan. Exploring the role of customer relationship management (CRM) systems in customer knowledge creation (2014) Information & Management, Vol. 51, Issue 1, pp 27-42.
- Tohidi H., Mehdi Jabbari M. CRM in Organizational Structure Design (2012) Procedia Technology, Vol. 1, pp 579-582.
- Jocovic, M., Melovic, B., Vatin, N., Murgul, V. Modern business strategy Customer Relationship Management in the area of civil engineering (2014) Applied Mechanics and Materials Vol. 678 pp 644-647
- Ćetković, J., Knežević, M., Žarković, M., Murgul, V., Vatin, N. Development and competitiveness improvement of the construction sector in Montenegro (2014) Applied Mechanics and Materials. Vol. 638-640, pp 2465-2470.
- Usanova, K., Rechinsky, A., Vatin, N. Academy of construction for university applicants as a tool of university online marketing (2014) Applied Mechanics and Materials, 635-637, pp. 2090-2094.
- Vatin, N., Gamayunova, O., Nemova, D. Analysis of the real estate market of St. Petersburg (2014) Applied Mechanics and Materials, 638-640, pp. 2460-2464.
- Garrido-Moreno A., Lockett N., García-Morales V. Paving the way for CRM success: The mediating role of knowledge management and organizational commitment (2014) Information & Management, Vol. 51, Issue 8, pp 1031-1042
- Steel M., Dubelaar C., Michael T. Ewing. Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementation (2013) Industrial Marketing Management, Vol. 42, Issue 8, pp 1328-1344.
- James W. Peltier, Zahay D, Donald R. Lehmann. Organizational Learning and CRM Success: A Model for Linking Organizational Practices, Customer Data Quality, and Performance (2013) Journal of Interactive Marketing, Vol. 27, Issue 1, pp 1-13
- Femina Bahari T., Sudheep Elayidom M. An Efficient CRM-Data Mining Framework for the Prediction of Customer Behaviour (2015) Procedia Computer Science, Vol. 46, pp 725-731
- David J. Finnegan, Wendy L. Currie. A multi-layered approach to CRM implementation: An integration perspective (2010) European Management Journal, Vol. 28, Issue 2, pp 153-167
- Kubina M., Lendel V. Successful Application of Social CRM in The Company (2015) Procedia Economics and Finance, Vol. 23, pp. 1190-1194.
- Winer, R. Customer Relationship Management: A Framework, Research Directions, and the Future (2001) Haas School of Business, University of California at Berkeley, 274 p.
- Stanković, Lj., Radenković-Jocić, D., Đukić, S. Improving business competitiveness (2005) Faculty of Economics, Niš, 263 p.
- Vasković, V. Electronic business and Internet marketing (2008) Belgrade business school, Beograd.
- Muller, J., Srića, V. CRM (2005) ZT Zagraf, Zagreb, 372 p.
- Lovreta, S., Berman, B., Petković, G., Veljković, S., Crnković, J., Bogetić, Z. Management of relationships with customers (2010) Belgrade: Faculty of Economics, 163 p.
- Ćetković, J., Knežević, M., Ivanišević, N., Rutešić, S. Mark of the investment projects in civil engineering with the special retrospection to the economical-financial mark of the project (2010) Journal of Spatial and Landscape Planning Vol. 2, Issue 1, pp. 47-55.
- Yun E. Zeng, H. Joseph Wen, David C. Yen, "Customer relationship management (CRM) in business-to-business (B2B) e-commerce", Emerald 11, (2003). pp. 23-57.
- Reinartz, Werner, Manfred Krafft, and Wayne D. Hoyer (2004), "The Customer Relationship Management Process: Its Measurement and Impact on Performance", Journal of Marketing Research, 41 (August), 293-305.
- Davenport, T.H., Harris, J.G., Kohli, A.K. (2001), "How do they know their customers so well?", MIT Sloan Management Review, Vol. 42 No.2, pp.63-73.
- Balaram, A., Adhikari, B. (2010), Managing Customer Relationships in Service Organizations. Administration and Management Review, 21(2), 65-78.
- David Jacoby (2009), Guide to Supply Chain Management: How Getting it Right Boosts Corporate Performance (The Economist Books), Bloomberg Press; 1st edition, ISBN 978-1576603451, 328 p.
- David Blanchard (2010), Supply Chain Management Best Practices, 2nd. Edition, John Wiley & Sons, ISBN 9780470531884, 442 p.
- David S. Linthicum (1999) Enterprise Application Integration, Publisher: Addison Wesley, ISBN: 0-201-61583-5, 400 p.
- Coker, Frank (2014). Pulse: Understanding the Vital Signs of Your Business. Ambient Light Publishing. pp. 41-42.
- Jeanne W. Ross, Peter Weill, David C. Robertson (2006) Enterprise Architecture As Strategy, p. 117 ISBN 1-59139-839-8, 223 p.
