This paper explains one of the most useful regulations in relation with managers and customers known as “CRM” . ”CRM“ is an acronym which is comprised of three main words , “CUSTOMER” , “RELATOINSHIP” & “MANAGEMENT” .”CRM“ includes all aspects of the exchange with customers and make whole elements within an organization relevant which are in relationship with customers .one of the most importan...

This exploratory case study research applies a processual analysis to the implementation of a Customer Relationship Management (CRM) system from a knowledge management perspective to a contemporary situation within a City Council. A specific focus is given to areas neglected in previous CRM studies sub-cultures, psychological contracts, how tacit knowledge is surfaced and shared, and with what ...

Information System (IS) studies traditionally conceptualize and operationalize ‘intrinsic motivation toward using systems’ as perceived enjoyment (PE). Enlightened by Vallerand’s (1997) theorization, we develop a tri-dimensional, second-order construct – Rich Intrinsic Motivation (RIM), specifically targeting at mandatory use contexts (e.g., workplaces). RIM contains three aspects: intrinsic mo...

Financial Services firms require processes and systems which can support and maintain customer-related information for the purposes of core business-focussed activity. Specifically within the investment banking sector, the importance and criticality of such customer information underpins the firm’s ability to transact sales, trading and other advisory-based services in an efficient and relevant...

OBJECTIVES Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. METHODS THE EVALUA...

With the fast development of digital systems and concomitant information technologies, there is certainly an incipient spirit in the extensive overall economy to put together digital Customer Relationship Management (CRM) systems. This slanting is further more palpable in the telecommunications industry, in which businesses turn out to be increasingly digitalized. Customer churn prediction is a...

A holistic view of the customer is a desirable resource in many organizations today. The findings from a recent DMG Consulting study confirm this reality—possessing integrated customer information is a critical success factor in 11 of the 12 business challenges facing organizations (Kharbanda & Dasgupta, 2001). To achieve a single customer view in today’s marketplace often characterized by incr...

Research-in-progress on the evaluation of mandatory Customer Relationship Management Information Systems (CRM IS) is presented. The business problem is presented, followed by converging theoretical considerations, which assist in making the case for a wider conceptualisation of CRM evaluation which values a social perspective of CRM IS use at boundary-spanning professional (BSP) and customer le...

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective ...