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...

Marketing campaigns directed to randomly selected customers often generate huge costs and a weak response. Moreover, such campaigns tend to unnecessarily annoy customers and make them less likely to answer to future communications. Precise targeting of marketing actions can potentially results in a greater return on investment. Usually, response models are used to select good targets. They aim ...

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...

The rapid migration from traditional computing and storage model to the cloud model creates the necessity of supporting reliable forensics in the cloud. However, today’s cloud computing architectures often lack support for forensic investigations because many of the assumptions that are taken for granted in traditional digital forensics do not apply to clouds. Hence, the existing digital forens...

a r t i c l e i n f o This research investigates the determinants of the performance of small and medium sized manufacturers on business-to-business electronic marketplaces (B2B EMs). Based on the resource-based view, the framework proposed suggests that a manufacturing firm's performance on a B2B EM is determined by EM enabling capabilities, namely the online marketing capability, flexible man...

According to Chung and law (2003); Jeong et al (2003); Jeong and Lambert (2001) and Kim et al. (2003), information satisfaction is the most important requirement of online customers’ purchases decision making. This need remains largely unmet despite the growing importance of e-commerce within the hospitality industry. According to Kim et al. (2005), the changing trend in the business activities...

I the small package shipping industry (as in other industries), companies try to differentiate themselves by providing high levels of customer service. This can be accomplished in several ways, including online tracking of packages, ensuring on-time delivery, and offering residential pickups. Some companies want their drivers to develop relationships with customers on a route and have the same ...

The emergence of many business competitors has engendered severe rivalries among competing businesses in gaining new customers and retaining old ones. Due to the preceding, the need for exceptional customer services becomes pertinent, notwithstanding the size of the business. Furthermore, the ability of any business to understand each of its customers’ needs will earn it greater leverage in pro...