In the past two decades, the notion of “customer relationship management” (CRM) has been widely discussed and researched. The associated language (such as “customer satisfaction”, “customer retention”, “spending habits of customers” and “analytical CRM systems”) and job positions (such as “customer relationship managers” and “customer services officers”) have been developed. The paradigm has be...

As products on the Web are continually enhanced through “free” Webbased services that add to the product purchase experience, it is important to understand how these free services may affect pricing and customer retention strategies of an online vendor. This paper argues that product competition on the Web is not for generic products but, rather, for expected and augmented product bundles. Our ...

Customer Relationship Management (CRM) has been becoming first issue in marketing strategy. By implementing CRM, company could generate better profit, because CRM could increase customer retention, customer satisfaction and customer loyalty. However, implementing CRM is not an easy task. Adopting CRM into any organization is a challenge. The existing CRM adoption framework is still no longer to...

Ever since the 1990s, the role of call centers has been transformed from simply dealing with customer inquiries to performing integrated marketing functions. Firms are starting to view contemporary call centers as preferred and prevalent channels to acquire and retain customers, enhance customer relationship and grow long-term revenue, rather than a cost to be minimized. The management of call ...

The term Total Customer Experience (TCE) encapsulates the customer’s experience of interacting with an E-Commerce environment. With increasing competition in the E-Marketplace, creating value and generating a positive TCE is important for E-Commerce environments in order to attract and retain customers. Traditional usability evaluation techniques in HCI such as heuristic evaluations and control...

Data mining is becoming strategically important area for many business organizations including banking sector. It is a process of analyzing the data from various perspectives and summarizing it into valuable information. Data mining assists the banks to look for hidden pattern in a group and discover unknown relationship in the data. Today, customers have so many opinions with regard to where t...

Literature has stressed the importance of customer retention (loyalty) as it is considered to be a vital source in attaining not only competitive advantage but also improved business performance. A number of studies on online shopping behavior have indirectly related customer satisfaction to repurchase intention. But very few studies have explicitly studied the relationship between customer sat...