Customer relationship management (CRM) is a business strategy to select and manage the most valuable customer relationships. CRM requires a customer-centric business philosophy and culture to support effective marketing, sales, and service processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy, and cultur...

understanding customers’ needs and wants, through their view, will help to generate a stronger and more strategic focus on the achievement of marketing objective and customer satisfaction. this study is an applied research with descriptive analytical methodology. the research was carried out among buyer of television sets in isfahan the sample size was 195 which have been selected randomly from...

quality of products and services is considered as a key factor for customer satisfaction. quality function deployment (qfd) is known as a critical tool for translating voice of customers to prioritize technical requirements of a production. the level of this satisfaction depends on the number of fulfilled requirements. it should be noted that this level varies according to the possible constrai...

Collecting, understanding, and managing requirements is a critical aspect in all development methods. This is true for Agile Methods as well. In particular, several agile practices deal with requirements in order to implement them correctly and satisfy the needs of the customer. These practices focus on a continuous interaction with the customer to address the requirements evolution over time, ...

This paper aims to investigate the influence of the interaction between customer satisfaction and switching barriers on customer retention in mobile telecommunication services. The detailed factors regarding switching barriers are classified based on the related literatures. Furthermore, the hierarchical regression analysis is used to analyze the extent to which the factors affect customer rete...

This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percent...

Recognizing the value of information sharing among supply chain partners, a growing number of firms have expressed keen interest in jointly creating customer demand, managing business functions and leveraging the strength of their supply chain partners. In particular, such interest sparked the rapid development and implementation of collaborative planning, forecasting and replenishment (CPFR) t...

Online shoppers depend on customer reviews when evaluating products or services. However, in the international online marketplace, reviews in a user’s language may not be available. Translation of online customer reviews is therefore an important service. A crucial aspect of this task is translating opinion words, key words that capture the reviewers’ sentiments. This is challenging because opi...

The key focus of the customer call-centre is effective and efficient resolution of customer problems. Keeping staff and clients happy by streamlining call-centre workflow is integral in achieving this end. We propose to extend a knowledge representation and acquisition technique, known as multiple classification ripple down rules (MCRDR), that will support management of troubleshooting knowledg...