Customer Relationship Management (CRM) and Knowledge Management (KM) have become especial and strategic keys in the current competitive environment for all companies.  The critical role of KM as the main determinant of the success of CRM has been the focal point of the previous researches; the present paper aimed at studying the impact of different KM factors- such as Customer Knowledge (CK), S...

Economic globalization and Information Technology development have intensified the competition among modern enterprises, independent of the trade and sector in which they develop. In this intense battle, the customer relationship has arisen as an important resource for establishing a competitive position against the rest of competitors. Customer Relationship Management (CRM), particularly, is a...

Enterprise Resource Planning (ERP) and related systems such as Supply Chain Management (SCM) and Customer Relationship Management (CRM) are incorporating decision support tools and technologies. In this paper, it presents an intelligent decision support, which includes business intelligence, customer intelligence, supply chain intelligence and business analysis. This literature reviews the IDSS...

This study investigates the composition of customer relationship management (CRM) in e-business by examining the possible elements that determine different aspects of the relationship between customers and e-businesses. A web-based CRM survey of 38 items, constructed from SERVQUAL (service quality instrument), SITEQUAL (website service quality instrument) and literature findings, was completed ...

a r t i c l e i n f o This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based performance. Both qualitative and quantitative...

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...

CRM information systems are valuable tools for enterprises. But CRM implementation projects are risky and present a high failure rate. In this paper we regard CRM implementation projects as services that could be greatly improved by addressing them in a methodological way that can be designed with the help of tools such as SysML. Here we introduce and comment on our first experience on the use ...

Many businesses have turned to customer relationship management (CRM) to strategically position themselves in electronic marketplaces with information and communication technologies (ICT). With greater emphasis placed on the application of technology, does the infusion of ICT influence a business’ ability to retain its customers? This study examined the relationships among three CRM elements be...

CRM managers are frequently overloaded with large number of text messages from their customers, and making sense of those messages is a difficult task. We introduce an interactive toolset that can facilitate the exploration of CRM data semi-automatically. This toolset is based on the state of the art text processing technologies and allows CRM managers to discover interactively the re-occurring...

a r t i c l e i n f o Keywords: Customer relationship management IT alignment CRM strategy IT infrastructure Customer relationship management (CRM) is the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction. A CRM strategy involves the entire enterprise and is employed on an ongoing basis. Despite the fact that CRM...