Showroom CRM framework: a multi-channel integrated retail system for an authorized automobile dealer

The multichannel integrated concept is the core of the customer relationship management (CRM) systems of today's business. This thesis is a case study of an authorized automobile dealer who faces a critical problem of sales that do not meet the dealership target due to customer dissatisfaction...

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Main Author:	Al-Homery, Hussein A.
Format:	Thesis
Language:	eng eng eng eng
Published:	2019
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/9272/1/Deposit%20Permission%20Not%20Alllow_s95344.pdf https://etd.uum.edu.my/9272/2/s95344_01.pdf https://etd.uum.edu.my/9272/3/s95344_02.pdf https://etd.uum.edu.my/9272/4/s95344_references.docx
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id	my-uum-etd.9272
record_format	uketd_dc
spelling	my-uum-etd.92722022-04-17T02:46:39Z Showroom CRM framework: a multi-channel integrated retail system for an authorized automobile dealer 2019 Al-Homery, Hussein A. Ashari, Hasbullah Ahmad, Azizah College of Business (COB) College of Business (COB) HF5001-6182 Business The multichannel integrated concept is the core of the customer relationship management (CRM) systems of today's business. This thesis is a case study of an authorized automobile dealer who faces a critical problem of sales that do not meet the dealership target due to customer dissatisfaction with the dealer's service. Sales and customer satisfaction are two important measures in maintaining the dealership status. The problems faced by the dealer are varied and scattered around the sales process, like pieces of a jigsaw puzzle. Moreover, the automotive ecosystem is hit by three major forces: changing competition, technology advances in digital and connected ecosystems, and increasingly sophisticated consumers. These three forces force the dealers to change their retailing sales style from traditional retailing system to the multi-channel integrated interactive sales retailing system. Therefore, the complexity of the dealers' problems requires a deep analysis of the whole retail system. The study is using the iceberg model of the systems thinking theory as a tool to uncover the root causes of the problems. An innovative tool has been developed and named the Iceberg Problem Solving Tool (IPST), to practically apply system thinking and has been used to identify the root causes of the problems. The study is a qualitative case study by action research (AR) approach. The data collected by interview all levels of the dealer management and operations. The action research cycle (Identity, Plan, Act, Observe, and Reflect) is repeated three times using the "IPST" to result in the proposed framework. The framework is an integrated solution to cover the gap between the organization's requirements and the available CRM models. The integrated framework, the "IPST" tool, the iterative Sales process model, and the CRM iterative Process model are significant contributors for academics and practitioners in the industry. 2019 Thesis https://etd.uum.edu.my/9272/ https://etd.uum.edu.my/9272/1/Deposit%20Permission%20Not%20Alllow_s95344.pdf text eng staffonly https://etd.uum.edu.my/9272/2/s95344_01.pdf text eng staffonly https://etd.uum.edu.my/9272/3/s95344_02.pdf text eng staffonly https://etd.uum.edu.my/9272/4/s95344_references.docx text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng eng
advisor	Ashari, Hasbullah Ahmad, Azizah
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Al-Homery, Hussein A. Showroom CRM framework: a multi-channel integrated retail system for an authorized automobile dealer
description	The multichannel integrated concept is the core of the customer relationship management (CRM) systems of today's business. This thesis is a case study of an authorized automobile dealer who faces a critical problem of sales that do not meet the dealership target due to customer dissatisfaction with the dealer's service. Sales and customer satisfaction are two important measures in maintaining the dealership status. The problems faced by the dealer are varied and scattered around the sales process, like pieces of a jigsaw puzzle. Moreover, the automotive ecosystem is hit by three major forces: changing competition, technology advances in digital and connected ecosystems, and increasingly sophisticated consumers. These three forces force the dealers to change their retailing sales style from traditional retailing system to the multi-channel integrated interactive sales retailing system. Therefore, the complexity of the dealers' problems requires a deep analysis of the whole retail system. The study is using the iceberg model of the systems thinking theory as a tool to uncover the root causes of the problems. An innovative tool has been developed and named the Iceberg Problem Solving Tool (IPST), to practically apply system thinking and has been used to identify the root causes of the problems. The study is a qualitative case study by action research (AR) approach. The data collected by interview all levels of the dealer management and operations. The action research cycle (Identity, Plan, Act, Observe, and Reflect) is repeated three times using the "IPST" to result in the proposed framework. The framework is an integrated solution to cover the gap between the organization's requirements and the available CRM models. The integrated framework, the "IPST" tool, the iterative Sales process model, and the CRM iterative Process model are significant contributors for academics and practitioners in the industry.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Al-Homery, Hussein A.
author_facet	Al-Homery, Hussein A.
author_sort	Al-Homery, Hussein A.
title	Showroom CRM framework: a multi-channel integrated retail system for an authorized automobile dealer
title_short	Showroom CRM framework: a multi-channel integrated retail system for an authorized automobile dealer
title_full	Showroom CRM framework: a multi-channel integrated retail system for an authorized automobile dealer
title_fullStr	Showroom CRM framework: a multi-channel integrated retail system for an authorized automobile dealer
title_full_unstemmed	Showroom CRM framework: a multi-channel integrated retail system for an authorized automobile dealer
title_sort	showroom crm framework: a multi-channel integrated retail system for an authorized automobile dealer
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2019
url	https://etd.uum.edu.my/9272/1/Deposit%20Permission%20Not%20Alllow_s95344.pdf https://etd.uum.edu.my/9272/2/s95344_01.pdf https://etd.uum.edu.my/9272/3/s95344_02.pdf https://etd.uum.edu.my/9272/4/s95344_references.docx
_version_	1747828561592451072

Showroom CRM framework: a multi-channel integrated retail system for an authorized automobile dealer

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