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We would like to know more about the mediators of a well-conceptualized CRM system that impacts customers to increase the profitability of a certain product. And what factors of CRM will increase a product’s sales

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What are the assumptions about this problem/phenomenon that should be considered or scrutinized? 

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What are the assumptions about this problem/phenomenon that should be considered or scrutinized? 

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- Some may assume that CRM does not impact the sales as heavily as opposed to the other factors it can benefit but this study targets to study this to debunk that and divert emphasis towards its advantages especially how it increases sales.

- Another common assumption made in CRM is that changes and improvements are seen right away which is not always the case since the company will need to invest some time to create an effective solution to determine your requirements on implementing a system for it to be more cost efficient and less time consuming in the long run

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The ones who are affected are the business and the customers who are purchasing from the company

Potential customers, loyal customers, and new customers are the typical types of customers that can be found in our research articles.

Potential customers: the company needs to be aware of what these customers’ interests are in order to attract them and show what they can get from a product. Through good service, they would feel more comfortable in approaching the employees for assistance or advice.

Loyal customers: These types of customers help the business grow through recommendations and word of mouth.

New customers: These types of customers should be guided as they are just learning what they can get from a product. A business can earn a loyal customer by investing time and effort on showing them that the employees are available for guidance and advice.

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- People want to see the result when something happens or there’s a problem. Usually, a business wants to see a result for the outcome they made of how they solved their problem.

- A business would want to see feedback from their consumers to analyze if there’s room for improvement.

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Where did the problem occur or where does the phenomenon occur? 

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Where did the problem occur or where does the phenomenon occur? 

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- This phenomenon usually occurs when a business faces a demanding consumer or fails to reach the expectations set by their customers.
- When there is a disagreement between the business and a consumer it may be related to its CRM and may cause a dent to its sales. This normally affects a business heavier

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- The people who are involved are the salesman / sales people and their market in the business to customer sales context.

- In order to enhance the sales and profitability of a product, sales professionals are equipped with tools that allow them to access customer information to increase efficiency and effectiveness of a system.
- Long-term relationship with customers

This is considered a business relationship containing trust and commitment between two parties. Wherein the customer and the business share the same goal and benefits to be a reliable basis.

The mutual understanding and trust between the customer and organizations can be able help to maintain a close partnership with the customers.

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Where was it solved or addressed before? (referring to countries or situations where phenomenon was investigated or described)

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Where was it solved or addressed before? (referring to countries or situations where phenomenon was investigated or described)

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- In order to increase sales CRM has been practiced in several countries and utilized by many witnesses today. According to Oracle Philippines, CRM is almost always associated with sales teams. And this phenomenon is said help a business and support them beyond the sales process which is crucial a business’ performance because it gives them knowledge about customer resulting to:

Having new add on products sold at the right way in the right price

Easier solving of issues

Creating better products and services

What is CRM? (n.d.). Retrieved September 12, 2020, from https://www.oracle.com/ph/cx/what-is-crm/

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Who is the decision-maker/ main mover in the situation? 

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Who is the decision-maker/ main mover in the situation? 

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- The main decision-maker in the situation will be the company. Because they are the ones who are making things better for the business and decide on how improvements are made to marketing and how they can improve customer service for people to buy at their store.

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What do we know about the problem or phenomenon?

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What do we know about the problem or phenomenon?

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This phenomenon is about the impact of a good CRM, and CRM in general to sales. And what we know about this is that CRM is one of the factors that customers consider in order to purchase products and services because it provides them a good experience. Based on prior research good CRM provides a lot of benefits and one of the biggest is in sales.
- We know that by means of an effective and efficient CRM system, business enterprises will be able to compete in terms of sales as they will be enabled to analyze customer information. Through proper investment on time and money, the company will be able to access these kinds of sales innovations that can strengthen the relationship between the consumers and the business.

Siwek, M.; 23, A. (n.d.). The Explosive Impact of CRM: 2018 & Beyond. Retrieved September 10, 2020, from https://www.techadv.com/blog/explosive-impact-crm-2018-beyond

- “Cashback concept is used by - majority of firms. Emphatical discussions are pursued by the sales call representatives” This statement implies that using the cashback concept uis used by firms when utilizing CRM. The cashback concept is basically spending on providing services and developing a good CRM now for bigger returns later"

Kumar, P. (2017). Influencing the Behavior of Customer Engagement and Satisfaction for Marketing. Journal of Marketing Strategy (JMS), 5(3), 2347-3770, 229-238.

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This problem is important to allow businesses to be more knowledgeable of how they can improve their customers’ overall experience by managing and developing their relationship through interaction and to attract potential customers with the aid of marketing and customer service. The problem is important for a business to identify the things that need to improve or work on, figuring out why that problem occurs and determining a course of action to fix them.

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CRM is practiced globally and has different methods and effects to different countries because these also reflect cultural differences  but due to globalization and technology can be standardized. Essentially CRM is used to obtain and study information about a customer, and that is the practice of CRM in especially in Europe and Asia

Michael Rodriguez, Robert M Peterson & Vijaykumar Krishnan (2018) Impact of CRM technology on sales process behaviors: empirical results from US, Europe, and Asia, Journal of Business-to-Business Marketing, 25:1, 1-10, DOI: 10.1080/1051712X.2018.1424754

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[1] Siwek, M.; 23, A. (n.d.). The Explosive Impact of CRM: 2018 & Beyond. Retrieved September 10, 2020, from https://www.techadv.com/blog/explosive-impact-crm-2018-beyond
[2] Kumar, P. (2017). Influencing the Behavior of Customer Engagement and Satisfaction for Marketing. Journal of Marketing Strategy (JMS), 5(3), 2347-3770, 229-238.

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[1] What is CRM? (n.d.). Retrieved September 12, 2020, from https://www.oracle.com/ph/cx/what-is-crm/
[2] Michael Rodriguez, Robert M Peterson & Vijaykumar Krishnan (2018) Impact of CRM technology on sales process behaviors: empirical results from US, Europe, and Asia, Journal of Business-to-Business Marketing, 25:1, 1-10, DOI: 10.1080/1051712X.2018.1424754

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How can investigation into this be an opportunity?

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How can investigation into this be an opportunity?

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Investigation into this phenomenon can create a door to opening opportunities on using CRM by local businesses to increase their sales, profitability, and to save money on the long run. Local businesses will be given the chance to explore the value of CRM in enhancing their relationships with different kinds of consumers wherein they may earn some loyal and long-lasting customers in their end.

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How could it be solved or investigated (phenomenon)?

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How could it be solved or investigated (phenomenon)?

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Research data can be collected through questionnaires that can begin with an introductory statement stating that the survey is confidential with the company and the responder following the request for demographic information and the measures.

Personal or interactive method to build relationships with the customers. To develop a connection with the customers

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It’s not yet solved because not all problems don’t simply just go and you need to work at them.We want a problem to be solved and by thinking hard on a problem can make us blind to the solution that’s why some problem is not yet solved.

It has yet to be solved because there are certain aspects that need to be investigated such as what specific processes are made to strongly impact the sales of a particular product in collaboration with CRM and a strong customer base.

Aside from this it is not simply just a problem but a growing process to increase the profitability

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What has already been done to solve the problem? Or what has already been done to address the phenomenon?

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What has already been done to solve the problem? Or what has already been done to address the phenomenon?

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This is not a problem that is used to but rather a phenomenon that is used to increase profitability and give other benefits to a known business. Because CRM is known to build customer relationships which is grounded on having a representative and technological systems to assess the customers interests. A lot of business highlight the information and systems that matter the most for them to be able to focus on what will be the most important which will be building relationships with customers to appeal to them and to focus on the movement of sales.

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[1] What is CRM? (n.d.). Retrieved September 12, 2020, from https://www.oracle.com/ph/cx/what-is-crm/

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When did the problem occur or when does the phenomenon occur? 

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When did the problem occur or when does the phenomenon occur? 

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- Usually, a problem occurs when the customer isn't satisfied with the service and if the customer complains.

- Rather than this being a problem, it is more of a way of assessing the advantages of the said phenomenon which is the impact of sales towards the profitability of a business because of a certain product or service. This may occur during events, holidays, and other special days in a year that give the companies an opportunity to use CRM to earn even more through increasing sales. And this can also occur regularly because good CRM is considered normal and CRM is already practiced by most if not all.

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Rodriguez, M., Boyer, S. The impact of mobile customer relationship management (mCRM) on sales collaboration and sales performance. J Market 🤬 8, 137–148 (2020). https://doi.org/10.1057/s41270-020-00087-3

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This article was published in August 2020 and is up to date. The article also tackles the current ensure og COVID-19 and CRM in this current situation.

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This article studies mobile CRM and how it is adapted and applied by salespeople in a business-to-business sales context. It also tests relationships with sales business processes, traditional CRM use, collaboration and sales performance. The study explained how the sales performance is highest when digital tools such as mCRM are supported by the sales process.  Our topic is studying the effects of CRM to sales and this article investigates the impact of mCRM on sales performance and this is one of the sides of CRM that we will be studying.

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The article was published under the journal of marketing analytics which has published a lot of articles about market, CRM, consumer behavior and other similar topics. The author Michael Rodriguez is a lecturer at Campbell University’s Lundy-Fetterman School of Business and teaches Business Analytics, Sales and Digital Marketing. He earned his PhD in Technology Management at Stevens Institute of Technology NJ where he won an “Outstanding Dissertation Award” for his research on CRM. The author Stefanie Boyer has a PhD from University of South Florida and is an Associate professor at Bryant University. She created a sales programa at Bryant University and is the Director of the Northeast Intercollegiate Sales Competition.

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The information about the topic is based on theories and through studying different resources which are also deemed credible. The content is supported well by the evidence elaborated in the article and tackles the methods of the strategies and marketing. The research was done thoroughly and it shows in the content because the resources and the citations are all current and are all facts. The article also applies theories in it.

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This study is to learn the impact of mobile Customer Relationship Management (mCRM) on sales collaboration and sales performance. The information in this article serves as a response to maintaining sales collaboration and sales performance through mCRM during the pandemic COVID-19, and in the modern day wherein using the mobile and different platforms are utilized for CRM. This studies different CRM functions available on mobile and to give sales people access to customer information more efficiently. This tackes what is needed of sales professionals when doing mCRM and traditionally during this time and tackles the effects of using both and how it may be beneficial for a business.

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Němeček, J. (2012). Customer relationship management influence on sales of selected companies. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 60(2), 231-236. https://doi.org/10.11118/actaun201260020231

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The article is from 8 years ago on November 2, 2012 but received in November 2011. There is no statement saying that the article is updated.

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The article talks about CRM on the sales from selected companies. There are chosen companies that are asked for surveys for them to answer. This article can be very useful for our topic which talks about sales in companies and how it can affect. How the business can deal with the utilization of technology and business strategy CRM. There are data and graphs provided that shows the Trading incomes of the company depending on the numbers of employees. The main content of the article is about analyzing and comparing Trade income with selected companies.

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The author of the article is Jiri Nemecek. He is an associate professor in the Czech Technical University in Prague. M. Sc. in Civil Engineering. Most of his research interests are about Structural Mechanics, Material Sciences.

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The information from the article was based from surveys taken by the researcher to the selected companies. Surveys were implemented in the year 2009 but the sudden economic crisis to 2010 trading income had lessened than expected. He provided graphs to show the differences of the trading income when it has more employees.

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The purpose of the article is to share awareness of information technology and business strategy from CRM. The article is based from an impartial view seeing different perspectives from other situations.

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Alhawary, Sulieman & Adaihai, Faraj. (2016). Customer Relationship Management and Innovation Capabilities of Kuwait Airways. International Journal of Academic Research in Economics and Managemen Sciences. 5. 10.6007/IJAREMS/v5-i4/2463

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This journal is considered current as it was just released last 2016. It is also within the 5-year limit for it to be deemed as current. The information in this journal has yet to be revised or updated.

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The information is relevant to our research topic as this discusses the dimensions of customer relationship management in the aviation industry. It also states the importance of the current innovations in technology wherein it will be considered as a bridge between the business and their consumers. Since numerous communication systems have advanced, this became a very important factor in CRM to help build the relationship by providing a specific service to each customer based on what they need. Furthermore, it discusses the significant effects of investing on a well-planned CRM program that can be connected through the internet and will be easy-access to the customer

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These two authors are very knowledgeable since they have been working in the field of business. Sulieman Ibraheem Shelash Al-Hawary, a professor of business management, department of business administration, faculty of finance and business administration in  Al al-Bayt University. He has published several works related to the impact of service quality to various establishments such as hospitals and cellular communication companies. Faraj Mazyed Faraj Aldaihani, a researcher in the economics and management faculty, University Putra Malaysia and his studies focuses on the certain impact of relationship marketing and electronic customer relationship management on raising customer loyalty.

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The basis of this article is the innovations in both technology and communication devices which are essential functions for establishments to continue to nurture and grow in a competitive environment. The author provided supporting evidence as they cited numerous sources as references for their research. The article also provides two sides of the research study wherein they stated both the negative and positive effects of these innovations. They also included several challenges that they met through the research.

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This study aims to explore the capabilities of an establishment in terms of technological innovations to improve profitability and customer value in the aviation industry. Nowadays, all business enterprises strive to maximize the use of advanced technology in hopes of beating their competitors on attracting customers and keeping their current one too. These organizations consider customer relationships as the main pillar to a business’ growth as they achieve balance between retaining their consumers and developing new consumers

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The article was published 3 years ago in March 2017. Nothing is mentioned about if it is currently updated.

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The article is about Data mining based on crm techniques containing the understanding of the customer nature and characteristics that may fall under the demographic that can help improve the business.

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The two authors are both in the field of software engineering. Abdur Rahman obtained his MS degree in Software Engineering at Shaheed Zulfikar Ali Bhutto Institute of Science and Technology. His research areas include software engineering and data mining techniques. While M.N.A. Khan obtained D. Phil. degree from the University of Sussex. His research interests are in the fields of software engineering, cyber administration, digital forensic analysis and machine learning techniques.

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They stated in the article that they have studied recent literature that relates to the use of data mining techniques for CRM. Also it is based on the review of contemporary literature which analyzed the different data mining techniques employed in different types of business and organization. The author supported it with different references that were helpful to the success and effectiveness for data mining.

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This study aims to understand the customer nature and characteristics for the sake of successful business growth. If a business knows what the customer needs or buying patterns then they can design a marketing strategy to improve their services or business. It says in the article that once you know what your customer likes it’s easy for you to improve  the quality of your service and maintain your loyal customer. Most of the businesses suggest the use of Data mining to extract the hidden knowledge and information from the data which assists decision makers to design bett

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When did the problem occur or when does the phenomenon occur? 

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When did the problem occur or when does the phenomenon occur? 

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This still occurs all the time because practicing CRM both online and offline takes place, still. And understanding the effects of CRM to profitability is studying a process of how to continuosly make good profits through CRM

People want to see the result when something happens or there’s a problem. Usually, a business wants to see a result for the outcome they made of how they solved their problem.

A business would want to see feedback from their consumers to analyze if there’s room for improvement.

Results based on the feedback would likely want to be seen taking place promptly

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bottom of the phenomenon)

CRM itself has taken place as an asset to most businesses because it gives them a lot of benefits. CRM although being used by most is not yet the norm in the Philippines, usually used by the biggest corporations as of 2016 but Marketing efforts in CRM can be used as cost per sales too which may confuse some because it is both expensive and hard to compute for but gives great returns. Not only will more people know about the business but this will help them make a good impression towards the public.

Business specialists have analyzed that through CRM sales people are given the chance to optimize and prioritize tasks and at the same time build a stronger relationship with their consumers to further explore their interests which can lead to more deals and a well-built customer base.

CRM helps businesses to gain an insight into the behavior of their customers and modify their business operations to ensure that customers are served in the best possible way. It helps a lot to most of the business to find out about your customers purchasing habits,opinions and preference.

This occurs because of the organizational competence that is holding the competitive position in the field. It applies an integrated communication step forward. In this way this can help us gain more loyal clients for the company.

CRM helps the management with the communication interaction with the customers to the organizations. Enhancing the capabilities of the business’ employees through the training programs in the system and software so they will be able to serve CRM.