Many conceptual modeling and system design methodologies provide tools to help system designers to model the real world. No guidelines exist, however, for determining the relationships within conceptual domains or implementations. RNA (Relationship Navigation Analysis), based on a generic relationship taxonomy, provides a systematic way of identifying useful relationships in application domains...

Purpose – Processes in customer relationship management (CRM) are classified as knowledge-intensive processes. This paper seeks to provide a framework for knowledge management (KM) support of CRM processes and to show how this framework was applied in three action research cases. Design/methodology/approach – In a long-term cooperation with several leading companies the authors developed a fram...

Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment. Moreover, customer knowledge is an important issue for CRM implementation. Reviewing the literature, we found many studies that analyze the crucial role played by KM initiatives as determinants of the success of CRM. Moreover, ...

Knowledge about customers is vital for supply chains in order to ensure customer satisfaction. In an ideal supply chain environment, supply chain partners are able to perform planning tasks collaboratively, because they share information. However, customers are not always able or willing to share information with their suppliers. End consumers, on the one hand, do not usually provide a retail c...

Received: 28 January 2005 Revised: 18 August 2005 2nd Revision: 12 June 2006 3rd Revision: 6 January 2007 4th Revision: 14 June 2007 Accepted: 20 September 2007 Abstract In this study, we further develop the information systems continuance model in the context of online shopping, using a contingency theory that accounts for the roles of online shopping habit and online shopping experience. Spec...

The new communication and information systems have significantly increased the possibilities offered to professional companies for developing and maintaining long-term customer relationships. However, technology alone cannot ensure the success of CRM strategies. The implementation of a customer-centred culture, shared by the entire professional organisation, requires the combination of human re...

The nature and quality of a firm’s dialogue with its customers is a core capability. Few firms are able to manage this dialogue effectively and use what they know to add more value for customers and ultimately improve firm performance. Knowledge management (KM) functions are therefore being asked how their expertise can help companies do a better job in this area. This paper examines the wide v...

Partner phubbing (Pphubbing) can be best understood as the extent to which an individual uses or is distracted by his/her cell phone while in the company of his/her relationship partner. The present study is the first to investigate the oft-occurring behavior of Pphubbing and its impact on relationship satisfaction and personal well-being. In Study 1, a nine-item scale was developed to measure ...

The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. CRM, a recent marketing paradigm, pursues long-term relationship with profitable customers. It can be a starting point of relationship management to understand and measure the true value of customers since marketing management as a whole is to be deployed toward the targeted customers and...

Many software products are produced as a commission from one company to another. Much of the software used by the United States government is commissioned from and maintained by commercial companies. Often the contracts that define the commission call for reviews to be held in which both the producers and consumers of the software products participate. In this issue of Strategic Software Engine...