CRM, or Customer Relationship Management, though slightly more than a decade old, has become the management craze of the 21st century. Yet, managerial understanding of what CRM is, what it does, how to implement it, and the grounds for success or failure in CRM implementation, seem far from crystallized. This paper looks at why so many CRM endeavors fail, and proceeds to discuss issues critical...

To build a clear understanding of the management of the technology and organizational elements of CRM systems, this research tries to form propositions based on literature findings and experts’ experiences to explain (1) the elements of the technology and organizational sides of a CRM system, and (2) how the technology and organizational elements interrelate to create effective CRM operation. T...

Known as Customer Relationship Management (CRM) in recent years a concept for business that focuses customers is often discussed in research and practice. After initially extraordinary expectations, numerous CRM projects fail. Thereby as one of the major reasons an overestimated and poor data quality is very frequently mentioned. Many authors assume a positive correlation between data quality a...

The Healthcare industry is undergoing a paradigm shift from healthcare institution-centred care to a citizen-centred care that emphasises on continuity of care from prevention to rehabilitation. The recent development of Information and Communication Technology (ICT), especially the Internet and its related technologies has become the main driver of the paradigm shift. Managing relationship wit...

1.Introduction: CRM started in the late 1990’s when the organization realized that According to chen et.al Customer relation management can be defined as the combination of people, process and technology. Another definition says that CRM is the process of interacting with the current and future customers and analyzing the history of customers with the organization which helps in improving the r...

This article examines how electronic customer relationship management (e-CRM) has affected both organizational and individual behavior in a leading Canadian bank. The innovative and customer-driven culture of this bank pushed it toward early adoption of e-CRM technology. The findings emphasize the role played by many strategic and organizational dimensions in the success of e-CRM implementation...

Businesses across sectors use Customer Relationship Management (CRM) to capture and manage their customer data, yet many published studies focus on single industries so their generalizability is limited. In this article, the authors take a multi-sector view of CRM implementation in three areas of the UK services sector: banking and finance, professional services, and the government/public secto...

The more competition among industry participants severe, the more companies try to retain their customers and acquire new customers from their competitors. To gain competitive advantage, many companies are adopting and deploying more refined and sophisticated Customer Relationship Management systems. In the marketing area, a personalized marketing paradigm has already been infiltrated into our ...

A wealth of information on cultural heritage coming from archaeological investigations exists in the form of geometric information. Here we want to question how this geometric information relates back to the reality it was intended to document. Building upon the CIDOC CRM an ontology to represent data for cultural heritage we apply CRMgeo, an extension to the CIDOC CRM that treats space always ...

The shift from a product-oriented business strategy to a customer-focused one has been a major change agent in companies recently. Many companies have invested heavily in technologies enabling a customer-focused relationship marketing strategy. However, there are mixed results as to how successful firms have been in implementing customer relationship management systems. The challenge of managin...