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1 – 7 of 7Sheshadri Chatterjee, Soumya Kanti Ghosh and Ranjan Chaudhuri
The purpose of this paper is to identify the critical success factors (CSFs) for AI-integrated CRM system for better knowledge management (KM) in organizations to improve business…
Abstract
Purpose
The purpose of this paper is to identify the critical success factors (CSFs) for AI-integrated CRM system for better knowledge management (KM) in organizations to improve business process.
Design/methodology/approach
The factors critical for adoption of AI-integrated CRM system for efficient knowledge management are innumerable. The salient factors may be identified by several means. Methods like brainstorming and Delphi have been applied here. Sixteen CSFs have been identified. Then the interrelationship among these 16 factors, levels of their importance and the principal driving factors have been established by interpretative structural modelling (ISM) methodology.
Findings
The results show that out of 16 CSFs, leadership support, adequate fund and support of functional area leads are the most important CSFs for AI–CRM–KM integration.
Practical implications
The results show that support of top management is essential for successful adoption of AI-integrated CRM system for better knowledge management to improve the business process.
Originality/value
This paper has taken a novel attempt to identify CSFs for AI-integrated CRM adoption for efficient knowledge management system in organizations for improvement of business process and to establish interrelationship among those CSFs with the help of ISM methodology.
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Sheshadri Chatterjee, Soumya Kanti Ghosh, Ranjan Chaudhuri and Sumana Chaudhuri
The purpose of this study is to make an attempt to identify the factors responsible for the adoption of an artificial intelligence (AI)-integrated customer relationship management…
Abstract
Purpose
The purpose of this study is to make an attempt to identify the factors responsible for the adoption of an artificial intelligence (AI)-integrated customer relationship management (CRM) system in Indian organizations with a special focus on security and privacy issues.
Design/methodology/approach
This study was conducted for the identification of factors responsible for the adoption of the AI-integrated CRM system in Indian organizations focusing attention on security and privacy perspective. For this, the adoption theories and models have been studied. The literature available in this context has also been studied with a focus on security and privacy issues. After the initial study, few hypotheses have been formulated and a conceptual model has been developed. These hypotheses were validated with the help of statistical tools by conducting sample survey with 324 usable responses against 36 questionnaires.
Findings
The results of this study highlight that of the eight hypotheses conceptually formulated, one hypothesis was not supported as is evident from the application of statistical analysis. This is the influence of perceived ease of use on attitude of the stakeholders intending to use the AI-integrated CRM system in Indian organizations. The results also transpire that the model so provided has achieved 87% explanative power.
Research limitations/implications
The model so provided has taken the help of the technological acceptance model. It has also used the issues circumscribing menace of security and privacy vulnerabilities. Consideration of the technological acceptance model and aspects of issues of security and privacy has enriched the model rendering its explanative power to 87%.
Practical implications
The model is simple. Practitioners can execute this model without having any complexity. The policymakers could also get inputs from the model, as it has focused specially on security and privacy issues that could help to enhance the trust of the potential users.
Originality/value
Not many studies are found covering the adoption of the AI-integrated CRM system by Indian organizations with a special focus on security and privacy aspects. In this light, this study is a novel attempt.
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Sheshadri Chatterjee, Soumya Kanti Ghosh, Ranjan Chaudhuri and Bang Nguyen
The purpose of this paper is to develop a conceptual framework to check if an organization is ready to adopt an AI-integrated CRM system. The study also analyzes different…
Abstract
Purpose
The purpose of this paper is to develop a conceptual framework to check if an organization is ready to adopt an AI-integrated CRM system. The study also analyzes different situations which can provide a comprehensive check list in the form of indicators that could provide a signal indicating whether the organization is ready to adopt an AI-integrated CRM system by capturing actionable and appropriate data.
Design/methodology/approach
The paper is a general review, and appropriate literature has been used to support the conceptual framework.
Findings
The key findings of this study are the different indicators that make up the conceptual framework. This framework can help organizations to check at a glance whether they are ready to adopt AI-integrated CRM system in their organizations. Specifically, it has been identified that different approaches are needed to tackle various types of customer data so that those may be made fit and actionable for appropriate utilization of AI algorithms to facilitate business success of an organization.
Practical implications
The paper has elaborately discussed the different approaches to be undertaken to calibrate and reorient the various kinds of actionable data and the contemplated challenges one would face in doing so. This would help the practitioners that how the data so captured can be made fit for action and utilization toward application of AI technologies integrated with existing CRM system in an organization.
Originality/value
This study is claimed to be a unique study to provide a conceptual framework which could help arranging and rearranging of captured data by an organization for making the data fit and ready for use with the help of AI technologies. This successful integration of AI with CRM system can help organizations toward taking quick and automated decision-making without much intervention of human beings.
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Sheshadri Chatterjee, Ranjan Chaudhuri, Demetris Vrontis, Alkis Thrassou, Soumya Kanti Ghosh and Sumana Chaudhuri
This study aims to identify the business benefit of and factors affecting the use of social customer relationship management (SCRM) in Indian organizations.
Abstract
Purpose
This study aims to identify the business benefit of and factors affecting the use of social customer relationship management (SCRM) in Indian organizations.
Design/methodology/approach
Building on theoretical foundations, a conceptual model of factors affecting SCRM in Indian organizations is developed and empirically tested through a survey and corresponding analysis using SPSS and AMOS software.
Findings
The study presents empirical evidence that technological competence, environmental characteristics and organizational environment positively impact the actual use of SCRM on Indian organizations. Additionally, leadership support of organizations impacts positively the actual use of SCRM in organizations, while the trust factor insignificantly impacts the latter. The actual use of SCRM in organizations was found to have a positive impact on their business benefits.
Research limitations/implications
The theoretical model is built on the constructs of the technology, environment and organizational framework. It has added new factors, such as leadership support and trust, and thereby identified the business benefits of organizations using SCRM mediating through the organizations’ actual use of SCRM. The proposed model is simple, implementable and has a high explanative power of 81 per cent.
Practical implications
The study provides practitioners with evidence and practicable knowledge regarding the means and impact/benefits of SCRM use in Indian organizations.
Originality/value
The study is one of few empirical studies on the topic and contributes valuable knowledge to extant works through additional factors, theoretical conceptualization and empirical scientific findings of both scholarly and executive worth.
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Sheshadri Chatterjee, Bang Nguyen, Soumya Kanti Ghosh, Kalyan Kumar Bhattacharjee and Sumana Chaudhuri
The purpose of this study is to explore the behavioral intention of the employees to adopt artificial intelligence (AI) integrated customer relationship management (CRM) system in…
Abstract
Purpose
The purpose of this study is to explore the behavioral intention of the employees to adopt artificial intelligence (AI) integrated customer relationship management (CRM) system in Indian organizations.
Design/methodology/approach
To identify the factors impacting the behavioral intention of the employees to adopt AI integrated CRM system in Indian organizations helps of literature review and theories have been taken. Thereafter, some hypotheses have been formulated followed by the development of a theoretical model conceptually. The model has been tested statistically for validation using a survey by considering 308 usable respondents.
Findings
The results of this study show that perceived usefulness and perceived ease of use directly impact the behavioral intention of the employees to adopt an AI integrated CRM system in organizations. Also, these two exogenous factors impact the behavioral intention of the employees to adopt an AI integrated CRM system mediating through two intermediate variables such as utilitarian attitude (UTA) and hedonic attitude (HEA). The proposed model has achieved predictive power of 67%.
Research limitations/implications
By the help of the technology acceptance model and motivational theory, the predictors of behavioral intention to adopt AI integrated CRM systems in organizations were identified. The effectiveness of the model was strengthened by the consideration of two employee-centric attitudinal attributes such as UTA and HEA, which is claimed to have provided contributions to the extant literature. The proposed theoretical model claims a special theoretical contribution as no extant literature considered the effects of leadership support as a moderator for the adoption of an AI integrated CRM system in Indian organizations.
Practical implications
The model implies that the employees using AI integrated CRM system in organizations must be made aware of the usefulness of the system and the employees must not face any complexity to use the system. For this, the managers of the concerned organizations must create a conducive atmosphere congenial for the employees to use the AI integrated CRM system in the organizations.
Originality/value
Studies covering exploration of the adoption of AI integrated CRM systems in Indian organizations are found to be in a rudimentary stage and in that respect, this study claims to have possessed its uniqueness.
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Vijay D. Joshi, Sukanta Kumar Baral and Manish M. Pitke
India is one of the world's largest exporters of products and services. Given the outstanding contribution of services in India's foreign trade, this study examines the changing…
Abstract
India is one of the world's largest exporters of products and services. Given the outstanding contribution of services in India's foreign trade, this study examines the changing international trade pattern for India. It is a nation that is heavily dependent on imports and exports. This study examines the changing international trade pattern for India with the existence of certain global disruptions. The analysis highlights a growing trade surplus in services and an increasing trade deficit (i.e. imports higher than exports) in goods. India needs to have policies in place to emerge as a strong economy in this post-pandemic era. This chapter provides a set of examples based on the research findings. The research suggests that the growing economy and supportive government policies offer greater opportunities for the country in the longer period if urgent policy initiatives and support are extended to existing and potential manufacturing and services sectors. It ultimately seeks to highlight key opportunities, challenges and suggestions to protect and promote India's international trade.
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