Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch poin...

This paper proposes a ubiquitous environment store, which is composed of cameras, sensors and displays, for supporting decision concerning commodities based on each customer’s shopping interest. This store suggests that three analyzing views can be utilized to analyse relations between customers’ interests and their behaviours towards commodities. This store collects data on the behaviour of ea...

A product (e.g. automobile, computer) can be configured using different combinations of its available attributes (features). However, selection of attributes may not be independent of the selection of other attributes. In practice, each attribute implies a selection rule (dependency) for other sets of attributes in order to generate a valid configuration. Due to dynamic changes in the product d...

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to its implementation and use. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points throughout the customer lifecycle...

Customer service is one of the most crucial aspects of an organization’s competitive advantage and it is the critical element which internal marketing (IM) influences, whatever business or industry the organization operates. Internal marketing is based on the notion of communicating with internal markets and treating employees like customers. Implementing an internal marketing plan helps in edu...