s One of the requirements of competitiveness is the ability of the organizations to adjust themselves with the customer needs quickly. Increasingly competitions make the organizations have more contacts and have relationships with the customers in the world of markets.CRM is a commercial process in the B2B environment, which prepares the organizational structure to improve and survive in tradin...

Relationships have traditionally been studied between business actors. This paper brings the framework for analysis of business relationships to consumer markets. Internet bank relationships introduce a new communication channel for the bank customer. This paper explores coordination and understanding of internet bank service in relationships between banks and their customers. The paper also id...

Understanding how to effectively manage relationships with customers has become a very important topic to both academicians and practitioners in recent years. Yet, the existing academic literature and the practical applications of CRM strategies do not provide a clear indication of specifically what constitutes CRM processes. In this study, we (a) conceptualize a construct of the CRM process an...

There is an ongoing debate over the activities of brands and companies in social media. Some researchers believe social media provide a unique opportunity for brands to foster their relationships with customers, while others believe the contrary. Taking the perspective of the brand community building plus the brand trust and loyalty literatures, our goal is to show how brand communities based o...

What are the main elements of successful Key Account Management (KAM)? What is the nature of quality for the company and for the individual in business-to-business relationships? What kind of managerial practices are required at the company and individual level in Key Account Management? This paper focuses on these central aspects of KAM. It describes the main elements of KAM, which is a system...

Companies are increasingly using technology to target their customers and build relationship with them. Customer relationship management is perceived as a strategy which harnesses technology for providing more value to customers through customized products and services. However, technology now extends beyond the peripheries of Internet to mobile-based systems. The research was directed towards ...

Nowadays, offering extended warranty is considered as a lucrative source of income from the perspective of the after-sale service providers. Meanwhile, the main concern is presence or absence of base warranty and strategies adopted by the manufacturer during this period. Moreover, extended warranty structure must be responsive and customer oriented, which not only control the services cost but ...

Descriptive and predictive analytics enable the automotive industry to be pro-active in its management of warranty repairs and the substantial unknown costs associated with future claims. Understanding what makes their customers most dissatisfied can assist manufacturers to take pro-active steps towards restoring satisfaction and increasing the likelihood of customers making future purchases. P...