in the information and communication era, management information systems play an undeniable role in organizations.  bank parsian is a iranian banking and financial services company, which has a network of 273 banking branch, known as the largest iranian private bank. this research examines the gaps in customer relationships systems in bank parsian based on characteristics of management informat...

This teaching case tells the story of the rebirth of CRM at KLM Royal Dutch Airlines since 2002 and its successful liftoff during 2003, for which KLM received Gartner’s 2004 CRM Excellence Award. The Award presents a natural moment of reflection on past CRM achievements and future plans. The case allows us to (1) dissect a CRM success story, that contrasts nicely with many of the CRM horror sto...

Social Customer Relationship Management (Social CRM) deals with the integration of Web 2.0 and Social Media into CRM. Social CRM is a business strategy supported by technology platforms in order to provide mutually beneficial value for both companies and customers. Gartner has identified Social CRM as one of the top innovation-triggered themes in 2013 [1]. In this context, a constraining factor...

Customer Relationship Management (CRM) is a strategy to acquire new customers, to retain them and to recover them if they defected. The corresponding CRM goals can only be achieved if the right data sources are combined. This paper discusses what external and internal data are available along the CRM process and how they support the achievement of the specific CRM goals. Starting with defining ...

Computationally retrieving biologically relevant cis-regulatory modules (CRMs) is not straightforward. Because of the large number of candidates and the imperfection of the screening methods, many spurious CRMs are detected that are as high scoring as the biologically true ones. Using ChIP-information allows not only to reduce the regions in which the binding sites of the assayed transcription ...

We discuss the continual reassessment method (CRM) and its extension with practical applications in phase I and I/II cancer clinical trials. The CRM has been proposed as an alternative design of a traditional cohort design and its essential features are the sequential (continual) selection of a dose level for the next patients based on the dose-toxicity relationship and the updating of the rela...

The growing forces of increasing global competition, continuing customer demands, and the significant revolution in Commercial Off The Shelf (COTS) solutions, especially Customer Relationship Management (CRM) applications, have together put pressure upon many organisations to implement CRM solutions and to switch their organisational processes from being product-centric to being customer-centri...

In this paper we present a framework that aims to answer the central question why some organizations are successful in the CRM domain, while others are not. The framework is built on two foundations. The first claims that an organization’s CRM performance is positively affected by aligning CRM activities according to five business dimensions: strategy, monitoring and control, organization and p...

a r t i c l e i n f o Keywords: Customer relationship management CRM Customer relationship performance Information technology Marketing capabilities Social media technology This study examines how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in marketing, ...

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term r...