in today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. in respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. commercial organiza...

Nowadays, increasing competition among companies and the huge cost of attracting new customers has led to companies seeking to retain existing customers rather than looking to attract new customers. These factors together have led to the emergence of customer relationship management. Thanks to the development of information and communication technology, especially the Internet, the use of custo...

The explosive growth of social media and online communities offers companies new unique opportunities to utilize information and knowledge capital by involving users in the company’s innovation activities. Companies started to realize the huge potential of online brand communities as a source of R&D innovations, and the ability to utilize and manage customer knowledge effectively can create com...

Organizational development practitioners in the knowledge economy must bring frameworks and development processes that help organizations build and sustain knowledge leadership. Today’s sustainable competitive advantage is knowledge: creating it, importing it, and leveraging it to deliver higher value to the market place than one’s competitors can provide. For example, financial services firms ...

In recent years tourism has become one of the fastest growing sectors of the world economy and is widely recognized for its contribution to regional and national economic development. Tourism product design and development have become important activities in many areas/countries as a growing source of foreign and domestic earnings. On the other hand, customer relationship management is a compet...