Information and communication technology (ICT) applications for customer relationship management (CRM)

Abstract

Information and communication technology (ICT) being developed for the next generation is growing in many dimensions for customer relationship management (CRM) that is looking to enhance modern facilities with minimum cost and maximum security in network communications. The application of e-Health over the next-generation wireless network is considered to be a Millennium Development Goal (MDG). Future wireless systems and ICT facilities based on next-generation networked radio frequency identification (NGN-RFID) systems are very useful for the health MDG, which is approached through CRM values. In this research, we consider customer facilities, relationship and management techniques between healthcare management committees of particular healthcare businesses in profitable healthcare industries or the health MDG in nonprofit projects through a NGN-RFID system that collects and handles all data from the CRM. The purpose of this research is to analyze possible ICT applications based on an NGN-RFID system for CRM, which focuses on the satisfaction of customers who are loyal to healthcare agencies authorized by the United Nations (UN). CRM limitations of selected CRM values and their strategic approaches considered for health MDGs are also briefly discussed. The health MDG should be implemented to desperate elderly people who fight for their lives. The NGN-RFID system architecture and necessary models are investigated through the research of past and present situations in CRM and a case study of healthcare industries challenged by RFID technology. Compared with other counterparts existing in the literature, the investigated theoretical analysis shows that the proposed NGN-RFID solution can improve the effectiveness of CRM. The cost and time can be reduced by means of quick interactions and decisions within the healthcare environment. The analysis also shows that a theoretical model can be constructed for the future of CRM using NGN-RFID technology that can bring about 10 % improvements in the health MDG influenced with ICT applications. Service providers of cloud computing should expect better models and solutions for future CRM, which should then be attractive to customers as well as to all kinds of industries including the health MDG. A new version of the NGN-RFID system will be useful not only for switching over new customers, but also for increasing the number of loyal customers involved in the health MDG. With these modern RFID technologies, the legacy of CRM will be enhanced without affecting its originality.