Customer relationship management (CRM) has become one of the leading business strategies in the new economy. The effectiveness of CRM can be measured as a satisfaction level achieved by CRM activities. CRM has emerged as a major business strategy for e-business, but little research has been done in evaluating the effectiveness of CRM because of its complexity. In this paper, on the basis of bui...

This paper presents a conceptual business model, which aims to improve the understanding of the business context of Information and Communication Technologies (ICT). We argue that research into how ICT generates economic value is limitedly valid due to lacking comprehensive knowledge of strategy theory and lacking abilities to integrate strategy perspectives, and the fragmentation of strategy t...

one of the biggest opportunities and challenges facing organizations today is the use of web technology. the internet as a tool for economic exchanges create new sources of income for most of organizations put. the present study investigated the relationship between customer satisfaction and implementation of electronic systems has been. this research used a descriptive, correlational survey. t...

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term r...

Examination of alliance formation and management in the context of ‘fit’ or alignment with individual partner’s organisational strategy, administrative systems, and managerial characteristics still remains unexplored. This conceptual paper argues that the success of alliances depends on the ability of the partners to strategically match/align resources, capabilities, compatibilities and the man...

Today in response to the changes in global economy, growing customer demands and increasing IT possibilities the public sector adapts approaches that have proven to be successful in business environment. Many private companies have successfully implemented customer relationship management strategies and are starting to use knowledge management applications to improve the quality and efficiency ...

During the 1990s the Client Server architectures efficiently supported and enhanced e-business applications. Based on this communication model, a number of new fields emerged including: e-learning, Knowledge Management, e-banking, Customer Relationship Management etc. Recent developments have further expanded the capabilities of networking. In this context, Peer-to-Peer (P2P) technology has eme...

This paper presents the activities undertaken in TELEFONICA I+D under the SESMU project to define an integrated customer management functionality for multimedia services. The defined functionality includes customer queries, trouble ticketing, billing management, contract management, inventory control and marketing support for services like satellite digital television distribution, cable televi...