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How a CRM Tool Can Contribute to a Better Business Performance: The Case of a Shipping Company

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dc.contributor.authorFróis, Joana
dc.contributor.authorPereira, Maria Teresa
dc.contributor.authorFerreira, Fernanda A.
dc.date.accessioned2020-04-28T10:29:38Z
dc.date.embargo2119
dc.date.issued2019
dc.descriptionPart of the Lecture Notes in Electrical Engineering book series (LNEE, volume 505)pt_PT
dc.description.abstractGlobalization is revolutionizing our way of living and the way business companies work. Technology is the reason for it, because it provides solutions that help the workers perform more effectively and efficiently and that allow for better execution. The development of relationships with the customer gives companies a better knowledge and understanding of their needs and leads to new strategies that aim at better results for the customer. Customer Relationship Management (CRM) tools are taken as important tools for this, since they help analyzing the companies’ Key Performance Indicators (KPIs). In this article we use the case of a shipping company in order to understand how such systems can contribute to such improvement. By analyzing the company’s CRM we suggest an adjustment to the business in order to get a better performance from it.pt_PT
dc.description.sponsorshipWe acknowledge the financial support of CIDEM, R&D unit funded by the FCT – Portuguese Foundation for the Development of Science and Technology, Ministry of Science, Technology and Higher Education, under the Project UID/EMS/0615/2016 and UNIAG, R&D unit funded by the FCT – Portuguese Foundation for the Development of Science and Technology, Ministry of Science, Technology and Higher Education, under the Project UID/GES/04752/2016.
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1007/978-3-319-91334-6_111pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.22/15890
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherSpringerpt_PT
dc.relation.publisherversionhttps://link.springer.com/chapter/10.1007%2F978-3-319-91334-6_111pt_PT
dc.subjectCRMpt_PT
dc.subjectShippingpt_PT
dc.subjectCustomer servicept_PT
dc.subjectPerformancept_PT
dc.titleHow a CRM Tool Can Contribute to a Better Business Performance: The Case of a Shipping Companypt_PT
dc.typebook part
dspace.entity.typePublication
oaire.citation.conferencePlaceGuimarães, Portugalpt_PT
oaire.citation.endPage817pt_PT
oaire.citation.startPage811pt_PT
oaire.citation.titleInternational Conference on Innovation, Engineering and Entrepreneurship HELIX 2018: Innovation, Engineering and Entrepreneurshippt_PT
oaire.citation.volume505pt_PT
person.familyNameRibeiro Pereira
person.givenNameMaria Teresa
person.identifierU-2265-2018
person.identifier.ciencia-id7A16-77DE-410A
person.identifier.orcid0000-0003-4556-9578
person.identifier.scopus-author-id56624034400
rcaap.rightsclosedAccesspt_PT
rcaap.typebookPartpt_PT
relation.isAuthorOfPublication3f7f1146-378f-4f1d-80ba-d499f3bd114b
relation.isAuthorOfPublication.latestForDiscovery3f7f1146-378f-4f1d-80ba-d499f3bd114b

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