The market enthusiasm generated around investment in CRM technology is in stark contrast to the naysaying by many academic and business commentators. This raises an important research question concerning the extent to which companies should continue to invest in building a CRM capability. Drawing on field interviews and a survey of senior executives, the results reveal that a superior CRM capab...

We aim to understand how the customer relationship portfolio of a subcontractor changes as the subcontractor evolves its capabilities. While this line of research is under-investigated in the literature on business relationships, we believe that it is a crucial aspect to gaining new insights about how competitive advantages are developed in industrial markets. To address this research question ...

The present study explores the relationship between the e-business maturity and the perceived benefits from (Information and Communication Technologies) ICT at the firm level. We aim to debunk this relationship in terms of its strength and stability, and to explore the conditions which may influence it. Taking an economic approach, we hypothesise that the relation between e-business maturity an...

deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges practitioners must address to manage the multichannel environment more effectively: (a) data integration, (b) understanding consumer behavior, (c) ...

It is a common problem for companies to sustain high levels of customer satisfaction in social media where customer opinions and attitudes propagate through a large population quickly. The value of customer participation has been emphasized in order to improve the information exchanging between customers and companies. Value co-creation is one of the most important ways to achieve that goal; an...

Supply chain integration nowadays is considered an important approach to building and sustaining competitive advantages. Many previous empirical researches have investigated trust and power between suppliers and customers, yet, the effects of trust and coercive power on supply chain integration are still largely unknown. This study investigates trust, coercive power and their interaction and th...

We present Shelah’s famous theorem in a version for modules, together with a self-contained proof and some examples. This exposition is based on lectures given at CRM in

Literature review revealed the importance of the adoption of marketing Relationship for loyalty and retaining profitable customer (Customer Relationship Management). LPQ satisfaction will reinforce the loyalty and customer brand attachment. Customer will communicate the operator to others. The focus of this study is to examine the relationship between the LPPQ and the WOM recommendations throug...

Im Bereich des Kundenbeziehungsmanagements kann der Einsatz mobiler Anwendungen die Effektivität und Effizienz von Geschäftsprozessen steigern. In diesem Kontext existieren vielfältige Nutzenpotentiale mobiler Anwendungen zur Gestaltung des Kundenkontaktes. Der vorliegende Beitrag untersucht den aktuellen Stand des Einsatzes mobiler Customer Relationship Management (mCRM)-Anwendungen in der Pra...

Since customer satisfaction analysis traditional approaches are out-ofdate and do not adequately fit information about customer expectations on services, in this paper we propose a new theoretical approach: the Customer Experience Management. Moreover this paper describes our analysis on the perceived value by customer according to the services that a company supplies. This analysis presents tw...