The rapid expansion of global marketplaces and the recent developments of ICT have led to the greater business opportunities. In their quest to build close relationships with their customers, many businesses have turned to customer relationship management (CRM). This study examines the effects of ICT infusion embodied in three CRM elements on CRM performance, partnership quality and customer lo...

Customer relationship management (CRM) is seen as a key element in delivering citizen-centric public services in the UK. However, CRM originated in the private sector as a technology to support customer acquisition, retention and extension (cross-selling). The appropriateness of this technology to organizations striving to meet complex goals such as improving the quality of life for vulnerable ...

C ustomer 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 of $6.6 billion...” (gartner.com). In its 2007 press release, Gartner ranked vendors in worldwide CRM software revenue accounting fo...

Customer Relationship Management (CRM) is increasingly found at the top of corporate agendas. Online companies in particular are embracing CRM as a major element of corporate strategy, because online technological applications permit a precise segmentation, profiling and targeting of customers, and the competitive pressures of the digital markets require a customer-centric corporate culture. Th...

In recent years, Customer Relationship Management (CRM) has become a topic of major importance. However, the mobile medium as an element of CRM is rarely taken into consideration. The aim of the present study is to integrate these two important areas by providing an understanding of how to utilize the mobile medium in CRM. The main purpose of this study is to build an empirically grounded frame...

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...

In the emerging competitive and technological driven banking era, banks have to strive hard for retaining and enlarging their customer base. Electronic customer relationship management (E-CRM) is the combination of traditional CRM with the e-business applications marketplace. An E-CRM system provides financial institutions with the opportunity to establish individual and need oriented customer ...

Customer Relationship Management (CRM) is a business strategy to manage the interactions with customers in order to optimize value and satisfycustomers for a long time. In today’s business world, most of the organizations have been saturated with the loads of the information about customers. Information sources flow from everywhere inside and/or outside the organization; however, the majority o...

We propose to demonstrate a system that helps enterprises manage their social Customer Relationship Management (CRM) presence. Our system performs deep analytics over consumer posts and authors to help companies monitor their CRM presence, and to identify and respond to actionable posts. In this paper we share challenges and experiences in building this system. Findings yield a step change in t...

Some researchers predict a paradigm shift within Customer Relationship Management (CRM), moving from the traditional large in-house CRM systems to social software such as Facebook. In this article we investigate two issues. First: are there inherent problems in traditional CRM systems that Facebook may resolve? Second: if so, can social media replace CRM systems? We conducted a case study of tw...