In this paper, the concept and development of CRM (customer relationship management) are discussed, we defined a customer “lead” concept which emphasized the inter-connection of downstream and upstream processes of our customers. It is pointed out that the key point in CRM is the customer lead management in the software design and implementation. Based on this perspective, the processes of lead...

Data Mining has enjoyed great popularity in recent years, with advances in both research and commercialization. The first generation of data mining research and development has yielded several commercially available systems, both stand-alone and integrated with database systems; produced scalable versions of algorithms for many classical data mining problems; and introduced novel pattern discov...

Commercial Banks and Financial Institutions are recognizing that they can no longer look at a customer from a specific product but must encompass the entire customer relationship to fully understand a client‘s profitability. From a strategic standpoint, Customer Relationship Management (CRM) mobilizes resources around customer relationships rather than product groups and fosters activities that...

This study uses longitudinal study to compare the difference of the customer relationship management systems among the Taiwan’s enterprises. The basis of the comparison of the longitudinal study depends on the 75 enterprises investigated in Lin’s research. In regard to the analysis of present condition and the development situation for the customer relationship management (CRM) system among the...

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 (CRM). Although various examples illustrate how companies may use Social Media in the field of CRM, the necessary IT systems are still open for research...

In today’s extremely competitive environment, companies are investigating new means of increasing profit by implementing so called Customer Relationship Management Systems (CRMs). But the needs to continually cut costs and focus on core competencies has led companies to focus on how to improve the supply chain and leverage their supply base. Many have shift from a vertical integration model to ...

As the market competition becomes keen, constructing a customer relationship management system is coming to the front for winning over new customers, developing service and products for customer satisfaction and retaining existing customers. However, decisions for CRM implementation have been hampered by inconsistency between information technology and marketing strategies, and the lack of conc...