Crm System Implementation in a Multinational Enterprise

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2009

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Springer-verlag Berlin

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Computer Engineering
(1998)
The Atılım University Department of Computer Engineering was founded in 1998. The department curriculum is prepared in a way that meets the demands for knowledge and skills after graduation, and is subject to periodical reviews and updates in line with international standards. Our Department offers education in many fields of expertise, such as software development, hardware systems, data structures, computer networks, artificial intelligence, machine learning, image processing, natural language processing, object based design, information security, and cloud computing. The education offered by our department is based on practical approaches, with modern laboratories, projects and internship programs. The undergraduate program at our department was accredited in 2014 by the Association of Evaluation and Accreditation of Engineering Programs (MÜDEK) and was granted the label EUR-ACE, valid through Europe. In addition to the undergraduate program, our department offers thesis or non-thesis graduate degree programs (MS).
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Software Engineering
(2005)
Department of Software Engineering was founded in 2005 as the first department in Ankara in Software Engineering. The recent developments in current technologies such as Artificial Intelligence, Machine Learning, Big Data, and Blockchains, have placed Software Engineering among the top professions of today, and the future. The academic and research activities in the department are pursued with qualified faculty at Undergraduate, Graduate and Doctorate Degree levels. Our University is one of the two universities offering a Doctorate-level program in this field. In addition to focusing on the basic phases of software (analysis, design, development, testing) and relevant methodologies in detail, our department offers education in various areas of expertise, such as Object-oriented Analysis and Design, Human-Computer Interaction, Software Quality Assurance, Software Requirement Engineering, Software Design and Architecture, Software Project Management, Software Testing and Model-Driven Software Development. The curriculum of our Department is catered to graduate individuals who are prepared to take part in any phase of software development of large-scale software in line with the requirements of the software sector. Department of Software Engineering is accredited by MÜDEK (Association for Evaluation and Accreditation of Engineering Programs) until September 30th, 2021, and has been granted the EUR-ACE label that is valid in Europe. This label provides our graduates with a vital head-start to be admitted to graduate-level programs, and into working environments in European Union countries. The Big Data and Cloud Computing Laboratory, as well as MobiLab where mobile applications are developed, SimLAB, the simulation laboratory for Medical Computing, and software education laboratories of the department are equipped with various software tools and hardware to enable our students to use state-of-the-art software technologies. Our graduates are employed in software and R&D companies (Technoparks), national/international institutions developing or utilizing software technologies (such as banks, healthcare institutions, the Information Technologies departments of private and public institutions, telecommunication companies, TÜİK, SPK, BDDK, EPDK, RK, or universities), and research institutions such TÜBİTAK.

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Abstract

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of CRM in a multinational organization. This study will facilitate in understanding transition, constraints and implementation of CRM in multinational enterprises.

Description

Mishra, Alok/0000-0003-1275-2050; Mishra, Deepti/0000-0001-5144-3811
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Mishra, Alok ORCID logo
Mishra, Deepti ORCID logo

Keywords

Customer Relationship Management, CRM, Implementation

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Q3

Source

On the Move Confederated International Conference and Workshops -- NOV 01-06, 2009 -- Vilamoura, PORTUGAL

Volume

5872

Issue

Start Page

484

End Page

493

URI

https://hdl.handle.net/20.500.14411/8834

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WOS