All articles by Shruti Thakur

Factors affecting the online buying behaviour of Millennials and Gen Z

The buying process goes through a series of steps, leading to a purchase decision (Ordun and Ordun, 2015). The series of steps that lead to either of the two outcomes is very important for marketers to understand to avoid negative outcomes. To understand these steps, marketers should first assess consumer buying behaviour (Sivakumar and Gunasekaran, 2017). Both millennials (25-39 years old) and Gen Z (4-24 years old) are socially aware and technology-savvy generations.

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Challenges of building an EdTech ecosystem in India

Technology in education is mainly being used in the primary education sector of India with students watching stories instead of reading or cramming alphabets and grammar or science in an interactive form (Watson, Watson and Reigeluth, 2015). On the other hand, the EdTech has been introduced only in secondary and higher secondary schools. It is yet to include education technology-based devices due to infrastructure and network management issues (Yadav, Gupta and Khetrapal, 2018). Nevertheless, some devices that make up the part of education technology presently in India are personal computers, laptops, mobile phones and tablets.

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Understanding different elements of the Gartner’s CRM model

The Customer Relationship Model (CRM) model developed by the market research and consulting firm, Gartner Inc. is known as the Gartner’s CRM model. Gartner is a global consultancy company headquartered in Connecticut, the USA has more than 5700 associates 1400 research analysts and consultants (Grazdane, 2013).

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How Payne’s Five Process model can help to improve CRM?

Payne’s Five Processes Model helps to improve Customer Relationship Management (CRM) which makes acquisition and retention of customers a priority. It includes processes that can help to build and maintain relationships with customers. The model was established by Adrian Payne and Pennie Frow in 2005 to identify and assess processes relevant to CRM.

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Understanding the different elements of the QCI model

The Quality Competitive Index (QCI) model is a type of customer management model. According to this model, a business needs to perform certain tasks that help in acquiring new customers and retain old customers (Starkey & Woodcock, 2002). The model is very different from other CRM models as it focuses on customer ‘management’ rather than relationship building. ‘Customer management’ means giving importance to impulse buyers.

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Understanding the importance of Buttle’s CRM value chain model

The value chain model of Customer Relationship Management (CRM) is a model that provides insights to businesses on how to develop and implement CRM strategies. It was developed by Francis Buttle in the year 2004 (Buttle 2004). The main aim of this model is to integrate an organisation’s internal and external process to create value for the customer at a profit. Furthermore, the model is applicable in both business-to-business (B2B) and business-to-customer (B2C) type of businesses of all sizes (Gummesson 2015).

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The IDIC model of Customer Relationship Management (CRM)

Customer Relationship Management (CRM) is a management function that provides a base for creating and maintaining good relations for a long-term association. It provides a platform to organize and synchronize customer service, as well as works to provide effective technical support. Therefore the process of CRM becomes very important for a business in the long term. An effective CRM tool helps businesses with valuable feedback about products and attend queries and grievances.

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Factors affecting online consumer behaviour towards shopping

Internet proliferation in today’s time has led to a boost in online shopping. Social media acts as a promotional and advertising hub for e-commerce retailers which are the primary drivers of online consumer behaviour (Farooqi, 2017). It creates an impetus to understand online consumer behaviour towards shopping for sustaining online businesses and increasing the chances of profit and success in the long run (Elkhani and Bakri, 2012). This article reviews the most critical and relevant factors in today’s competitive business scenario. Read more »

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