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customer relationship management



A framework for customer relationship management
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The essence of the information technology revolution and, in particular, the World Wide Web is the opportunity afforded companies to choose how they interact with their customers. The Web allows companies to build better relationships with customers than has been

Toward a unified view of customer relationship management
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ABSTRACT Competitions in the new economy have caused major changes in business strategies from internal product focus to value creation along the demand and supply chains. Companies are extending their operational and decision structures to include those of The following definitions are suggested by leading authorities in the field of customer strategies and represent different perspectives on the theory and practice of customer relationship management. Until recently, CRM most commonly stood for customer relationship

Towards customer knowledge management: Integrating customer relationship management and knowledge management concepts
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Abstract The concepts of customer relationship management (CRM) and knowledge management (KM) have been recently gaining wide attention in business and academia. Both approaches focus on allocating resources to supportive business activities in order to

Customer relationship management and e-business: more than a software solution
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Introduction nternet business-to-business sales will lreach $1.3 trillion by 2003 and, by 2004, business-toconsumer sales will reach $100 billion [14]. By 2005. US companies will spend $63 billion annually on online advertising, promotions and Email Marketing [9]. The

The SCOPE of customer relationship management
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The focus is on creating value for the customer and the company over the longer term. The value perceptions of the customer serve as bonds, or exit barriers, which inhibit the search for alternative sources of supply. The great American circus entrepreneur, PT Barnum,

Is customer relationship management a success factor in electronic commerce
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ABSTRACT Customer Relationship Management (CRM) is a concept for increasing companies' profitability by enabling them to identify and concentrate on their profitable customers. The term Electronic Commerce Customer Relationship Management (ECCRM

Best practices: Customer relationship management
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That few companies are achieving the results they expected from their investment in Customer Relationship Management (CRM) is not news. That most companies continue to invest in CRM without a roadmap for increasing shareholder value or even for forging

Customer relationship management (CRM) corporate renaissance
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Business in south Asia is currently at a low ebb. So is the corporate confidence. There is a clear and present danger from the forces of global competition, to the corporate sector in South Asia, if it does not re-invent itself and engineer massive renaissance. The risk

The impact of e-services failures and customer complaints on electronic commercecustomer relationship management
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ABSTRACT Handling customer complaints has become a strategic concern in electronic commerce Customer Relationship Management (e-CRM). The purposes of this study are to (a) explore the major causes of customer complaints, comparing online and in-store

Internet technology as a tool in customer relationship management
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ABSTRACT The Internet's growth, particularly the World Wide Web, as an electronic medium of commerce has brought tremendous changes in market competition among various industries. For example, past researches have examined the impact of Internet technology

Customer relationship management: a framework, research directions, and the future
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Indeed, this revolution in customer relationship management or CRM 1 as it is called, has been referred to as the new mantra of marketing. 2 Companies like Siebel, E. piphany, Oracle, Broadvision, Net Perceptions, Kana and others have filled this CRM space with

Customer Relationship Management: Concepts and Technology
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This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how

Customer relationship management for SMEs
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Abstract. Customer Relationship Management (CRM) is getting more and more a key strategy for companies big and small. Customer care strategy and CRM software go hand in hand. In particular SME's need a CRM software that easily adapts to their customer care

Measuring the customer relationship management construct and linking it to performance outcomes
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Abstract Understanding how to effectively manage relationships with customers has become a very important topic to both academicians and practitioners in recent years. As a result, deploying strategic customer relationship management (CRM) initiatives has become very

Customer Relationship Management: implementation process perspective
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Abstract: Customer relationship management (CRM) can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in

Implementing a customer relationship management programme in an emerging market
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ABSTRACT Retail financial services in all markets, including emerging markets, are undergoing major transformation, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management, in particular,

Customer relationship management (CRM) processes from theory to practice: The pre-implementation plan of CRM system
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Abstract:Customer relationship management (CRM) has the potential for achieving success and growth for organizations in the nowadays environment of extensive competition and rapid technological development. CRM enables organizations to know their

Internal customer relationship management (IntCRM): A framework for achievingcustomer relationship management from the inside out
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Abstract: Customer relationship management (CRM), a relatively recent term, describes a set of tools and processes being marketed to large organizations as a way of facilitating comprehensive customer service organization-wide. Unfortunately, although many firms

The value creation process in customer relationship management
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This paper examines the value creation process as it applies to the management of customer relationships, with the aim of providing practical guidance for enhancing customer value and thus shareholder value. Value creation can be viewed as one of five key cross-

CRM 101: building a great customer relationship management strategy
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Long-term success requires a great Customer Relationship Management strategy. Business as usual is out. Competitive companies are undertaking the introspective soul-searching necessary to let customers–not marketing or research and development–direct the future.

Electronic customer relationship management: benefits, considerations, pitfalls and trends
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Abstract Electronic Customer Relationship Management (ECRM) has become the latest paradigm in the world of Customer Relationship Management. ECRM is becoming more and more necessary as businesses take to the web. No longer can web-enabled companies

Social customer relationship management: State of the art and learnings from current projects
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Abstract The Social Web is transforming the relationship between companies and customers. It offers the means to redesign the fundamental structure of customer service systems and to refocus on the relationship aspect of customer relationship management (

The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: an empirical investigation in Jordan
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Abstract Electronic Customer relationship management performance CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and

Customer relationship management and its influence on customer loyalty at Liberty Life in South Africa
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Over the past twenty years, the importance of the services industries to the world economy has grown. In the South African economy the services sector contributed 71.4% of South Africa's total GDP in 2006. The world economy is struggling in the aftermath of the global

The emergence of electronic customer relationship management
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Today's online consumer has more complex needs and much higher expectations than ever before. Customers not only want to shop and get customer service through multiple communication channels, such as the telephone, Web text chat, electronic mail, and the

How do Welsh tourism-SME websites approach customer relationship management
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Abstract This paper explores the current heterodoxy of tourism-SME and micro-business approaches to customer relationship management (CRM) on the Web and analyses websites of a purposive sample of Welsh tourism-SMEs selected from VisitWales, the new

The impact of customer relationship management
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Customer relationship management (CRM) is a management strategy that unites information technology with marketing. It originated in the United States in the late 1990's, and, to date, has been accepted in a significant number of companies worldwide. On the other hand,

Role of dynamic capability and information technology in customer relationship management: A study of Indian companies
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There is a growing body of academic and practitioner literature on Customer Relationship Management (CRM), most of the research in this field being conducted in the Western context. In the emerging countries of Asia, the difference is not only about the level of

Towards a successful customer relationship management: A conceptual framework
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As the world economy becomes globalized, competition has intensified and the differences in products have faded. Consequently, businesses have become fixated on customer relationship management (CRM) as it has become a central orienting point in academia

The influence of Customer Relationship Management process on management performance
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Abstract Under the competitive environment, customer relationship becomes an important issue for decision makers to enhance the competition advantages. However, there are few literature discussed about the performance of the processes of customer relationship

Customer Relationship Management: Are Software Applications Aligned With Business Objective
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Customer relationship management (CRM) has emerged in recent years as the convergence of a number of factors. Berry (1983) coined the term 'relationship marketing', which encouraged a new movement towards customer relationships rather than customer Title: Customer Relationship Management: Choosing the appropriate strategy and Data Warehousing technology to win and retain customers Author: Professor Adrian Payne of Cranfield University for Oracle Abstract: This White Paper sets out to offer practical guidance by suggesting

Customer relationship management and firm performance: an empirical study of freight forwarder services
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ABSTRACT This study empirically identifies customer relationship management (CRM) and examines its impacts on firm performance in the context of freight forwarder services. Using data collected from a survey of 144 freight forwarding firms in Taiwan, a structural

Social Customer Relationship Management (SCRM): How connecting social analytics to business analytics enhances customer care and loyalty
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Abstract Social Customer Relationship Management (SCRM) is about people and relationships and demands a customer focus. This study investigates how Social Media (SM) has become an undeniable influence on customer care. The purpose of this paper is

The effects of leadership styles on knowledge-based customer relationship management implementation
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ABSTRACT This study examined how transformational and transactional leadership styles affect knowledge-based customer relationship management implementation in the Taiwanese hotel industry. A model of the relationship was created based on earlier

Analyzing the role of customer-base differences in developing customer relationship management strategies
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ABSTRACT The Global System for Mobile (GSM) communications market is entering a new age with increased competition, mature players, and advanced technology. Hence, firms try to create a loyal customer base by focusing on retaining current customers in order to

Developing relationship marketing through the implementation of customer relationship management technology
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Abstract Customer Relationship Management (CRM) has its roots in relationship marketing which is based in turn on the formative work of Berry (1983) and the IMP Group (see eg Ford, 1990). Its purpose is to integrate marketing, sales and service functions through

Applying the strategic approach to assess customer relationship management
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Abstract Customer relationship management (CRM) has become a popular information system to assist companies in increasing their competitive advantage. Because of the focus of customers, they provide customer-centered instead of product-centered products. In

Determinants of successful customer relationship management
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ABSTRACT Frameworks and fragmented evidence of factors leading to success of customer relationship management (CRM) are available in past research. However, there is little comprehensive understanding yet of the initiatives necessary for deriving organizational

Acquisition versus retention: Competitive customer relationship management
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Abstract: Customer relationship management suggests that sellers identify their most valuable customers and provide special products/services to them, either immediately in an effort to build a sense of commitment to the firm (an acquisition strategy) or just as they are

The Critical Success Factors in Customer Relationship Management (CRM)(ERP) Implementation
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Customer Relationship Management (CRM) is fast emerging as a top priority initiative for of businesses According to Gartner,Worldwide customer relationship management (CRM) software revenue totaled $8.1 billion in 2007, a 23.1 percent increase from 2006 revenue

Customer relationship management in the Kingdom of Bahrain
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ABSTRACT Customer Relationship Management (CRM) is a new weapon to satisfy customers and increase their loyalty. The aim of this research is to evaluate CRM in the Kingdom of Bahrain. It attempts to evaluate the awareness, presence and to view the

Applying internal customer relationship management (IntCRM) principles to improving business/IT integration and performance
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Abstract Ever since the arrival of general purpose computers into the business environment, tension has existed between the departments who implement and manage the technology and those responsible for the business functions and processes. This struggle to integrate

Management of Customer Relationship in Business Media
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A bst ra ct The developments of the Digital Economy will have a fundamental impact on the structures and processes of economic systems. Within this new economy the importance of the creation and maintenance of a relationship between a customer and a supplier is Western economies are already service economies. In fact, according to the World Bank, almost two-thirds of the gross domestic product of high-income countries comes from services that range from the physical performance of mundane tasks to the delivery of high

Integrating customer relationship management and supply chain management
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Traditionally, the routes to competitive advantage have typically been based upon strong brands, corporate image, effective advertising and, in some cases, price. These are the classic components of conventional marketing strategies. More recently, however, there

Customer relationship management: Strategies and practices in selected banks of Pakistan
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Over the last 5 years, Pakistan witnessed a phenomenal growth of consumer banking. This unprecedented development has followed privatization of nationalized banks, banking reforms brought about by the State Bank of Pakistan and an increasingly marketing-

Impact of customer relationship management (CRM) in the Iran banking sector
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ABSTRACT The banking industry has reduced structural barriers of competition in domestic markets by abolishing interest rates ceilings on deposits and lending by financial intermediaries in the world. Iran also has not been exceptional in this case. According to

The impact of effective customer relationship management (CRM) on repurchase: A case study of (GOLDEN TULIP) hotel (ACCRA-GHANA)
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The purpose of this study was to determine the impact of Customer Relationship Management (CRM) on customer loyalty in the hotel industry. The study was conducted at the Golden Tulip hotel, Accra. The objectives of the study were to determine if (CRM) has

Customer relationship management from the business strategy perspective with the application of cloud computing
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Abstract: This paper will attempt to introduce–the term and concept of CRM Consumer Relationship Management and Cloud Computing; about the importance and relationship of CRM Cloud Computing; examine some reason that make the organization interested to

A study of the perception of the benefits of customer relationship management (CRM) system in Malaysian private hospitals
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Management (CRM) Systems has been increased within organizations for the purposes of increasing customer loyalty accompany with decreasing expenses and increasing revenues. The perception of the benefits associated with the implementation of CRM systems is an Objectives: To understand the concept of data mining by comparing traditional marketing research with relationship marketing. To create separate portraits of individual customers. To secure a database and to examine the capabilities and effectiveness of various data

A review of customer relationship management system benefits and implementation in small and medium enterprises
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Abstract:-Customer Relationship Management (CRM) systems are very common in large companies. However, CRM systems are not very common in Small and Medium Enterprises (SMEs). Most SMEs do not implement CRM systems due to several reasons, such as lack

The role of trust in customer relationship management: An example to financial services industry
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Abstract Many of the research studies have previously examined the importance of trust and its association with other constructs. This kind of trust investigations is important because it is the first step in identifying key constructs in the development of trust. However, trust is multi

Key account management in the industrial field. The account team for an efficient reconfiguration of the supplier-customer relationship
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Abstract This communication deals with key account management (the management of a supplier's important customers) in an industrial field. It modifies the way we look at this management through the notion of a key account team (the set of the supplier's resources

Resident-city identification: translating the customer relationship management approach into place marketing theory
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Abstract: The aim of this paper is to determine why and under which condition residents enter into a strong and committed relationship with their place of living. We will present a model which outlines how cities could strengthen the resident-city identification by

Investigation critical success factors of customer relationship management implementation
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Abstract: Customer relationship management (CRM) is a widely implemented strategy for managing a company's interactions with customers, clients and sales prospects.. The main purpose of this research is to investigate and analyze the critical factors in CRM system

Survey of customer knowledge management impact on customer relationship management:(Iranian study)
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Abstract In this research, the effect of customer knowledge management on customer relationship management was investigated. Determining the relationship and the impact of customer knowledge management on customer relationship management is the aim of

Effective Customer Relationship Management through e-CRM
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In recent years CRM has made significant strides world over as an effective aid to serve customers. There may be hardly any organisation which in some way or the other is not using CRM philosophy. CRM received fillip with the advent of internet and related web

The impact of a customer profile and customer participation on customer relationship management performance
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ABSTRACT Customer Relationship Management (CRM) is one important application for e- business. Two important factors influencing CRM performance are: customer profiles and customer participation. The result of this experimental study demonstrates that the use of

The customer relationship management strategies: Personal needs assessment of training and customer turnover
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Abstract Over the past decade, there has been an explosion of interest in customer relationship management by both academics and executives. However, despite an increasing amount of published material, most of which is practitioner oriented, there

The impact of knowledge management on customer relationship management
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The business environment is transforming from product-centric to customer-centric. CRM as a customer-oriented business approach is considered as one of the powerful capabilities in organizations which help to transform themselves to a customer-centric environment. The

Customer Relationship Management and Its Relationship to the Marketing Performance
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Abstract Purpose: This paper aims at exploring the theoretical foundations of customer relationship management and its relationship to the marketing performance from the several perspectives. Design/methodology/approach: CRM was derived from systematic

Big five personality and perceived customer relationship management
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Abstract The study intended to find the relationship between Big Fivepersonality dimensions ie (Conscientiousness, Neuroticism, Extraversion, Agreeableness, Openness to experience) and Customer Relationship Management (CRM) that how a customers' personality traits

Developing and validating Customer Relationship Management (CRM) practices construct
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Abstract The purpose of the research reported here is to develop and validate the CRM practices instruments used in this study. The original instrument consists of 25 items, under six dimensions: Customer Acquisition; Customer Response; Customer Knowledge;

Customer Relationship Management (CRM): Overview
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Improving Customer Relationship Management in Hotel Industry by Data Mining Techniques
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Hilton hotels: Brand differentiation through customer relationship management
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In early 2008, Hilton Hotels Corporation was poised for tremendous global growth with an aggressive goal of opening 1,000 hotels in North America in five years and 1,000 hotels in the rest of the world in ten years. The company had just been taken private by the

Relational learning for customer relationship management
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Abstract Customer modeling is a critical component of customer relationship management (CRM). Successful customer modeling requires a holistic view and the consolidation of all customer information available to the business, which is typically stored in a relational

Pre-adoption Customer Satisfaction with Tourism Websites: Conjoint Analysis of ElectronicCustomer Relationship Management Features
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Abstract Tourism enterprises can on their websites implement Electronic Customer Relationship Management (e-CRM) features that can promote customer satisfaction and assist in building profitable customer relationships. The present paper incorporates the

An empirical investigation of intelligent agents for e-business customer relationship management: a knowledge management perspective.
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Abstract: Using a knowledge management perspective, this paper investigates new and efficient ways of applying intelligent agents to e-business customer relationship management. Intelligent agents, as well as knowledge-based systems or expert systems,

A Study of Customer Relationship Management Iranian Banking Industry
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In a competitive market place where price is not a differentiator, customers are easily lost through in different services (Oracle, 2002). Customers are becoming harder to please. They are smarter, more price conscious, more demanding, less forgiving, and they are

Preeminent Analysis of Customer Relationship Management (CRM)
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Abstract:CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer satisfaction, loyalty, and advocacy. True CRM brings together information from all data

Decision support system and customer relationship management as components of the cybernetic system enterprise
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This study analyzes the role played by the information system and its component, the software system, in a larger system-the Enterprise. In this context, the paper focuses on the structure of Decision Support System and Customer Relationship Management and their


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