Electronic business (e-business) brings many new opportunities as well as several challenges to business organizations. Many organizations have turned to customer relationship management (CRM) to leverage their market orientation, customiz e their products and services, and build loyalty programs. However, capitalizing on the opportunities will require organizational investments in information ...

Four mineral oil certified reference materials (CRMs), NMIJ CRM 7902-a, CRM 7903-a, CRM 7904-a, and CRM 7905-a, have been issued by the National Metrology Institute of Japan, which is part of the National Institute of Advanced Industrial Science and Technology (NMIJ/AIST), for the determination of polychlorinated biphenyls (PCBs). The raw materials for the CRMs were an insulation oil (CRM 7902-...

in the present study, the survey research strategy was used to investigate the effect of factors influencing the success of customer relationship management (crm) considering mediating effects of organizational factors. the population consisted of managers and employees in the sports services sector of six metropolitan hotels of iran and 67 hotels were selected as the study sample. the data wer...

according to several reports, in spite of huge investment on customer relationship management (crm), risk of implementing such projects is high. one of failure factors is having no method to assess crm success comprehensively. nowadays, classic financial methods are common ways for assessing marketing and crm initiatives. but, the mentioned models are unsuitable to assess investments like crm t...

This chapter deals with how to use data mining technology to find interesting pattern, which can be organized for global customer retention. Customer relationship management (CRM) comprises a set of processes and enabling systems supporting a business strategy to build long term, profitable relationships with specific customers. Customer data and information technology (IT) tools shape into the...

Along with the rapid development of Internet, CRM has become one of the most important facts leading the enterprises to be competent. At the same time, the analytical CRM based on Date Warehouse is the kernel of CRM system. This paper mainly explains the idea of CRM and the DW model of analytical CRM system.

Organizations in practically every industry are now adopting Customer Relationship Management (CRM) systems as a mission-critical business strategy. As CRM systems evolve from mere technology solutions used for capturing customer interactions into strategies aimed at deriving maximum value from them, businesses today realize the importance of these systems in attaining and sustaining competitiv...

The continuous and rapid development of information and communication technology (ICT) influenced the operations and services provided by the banking sector. Many financial institutions adopted the “customer is king\queen” strategy by changing their business environment, making use of various types of ICT to their relationship with their customers. One of the major new trends is the concept of ...

In the last few years Customer Relationship Management (CRM) has been the subject of considerable interest in the business world. This has sometimes resulted in exaggerated claims about the benefits on offer to organisations. This paper provides an insight to the underlying concepts of CRM, the technological changes, and the impact to the organisational structure, its processes and the three ma...