The advancement in technology, competitive market environment and changing behaviour of customers has generated an increased interest in direct marketing method for marketing. Data mining technology can predict and detect the changes in customer behaviour which facilities the effective planning of direct marketing campaigns. The objective of this paper is to generate a simplified data mining fr...

This paper describes the evolution and the results of the research work carried out by the IRIS group in the field of enterprise integration. This research work began with the ARDIN project, the aim of which was to develop and validate a step forward in the state of the art of the Reference Architectures for Enterprise Integration. The ARDIN project was focused on the internal integration of th...

This chapter aims to provide a complete characterization of the different perspectives of customer relationship management (CRM) and its potentialities to support knowledge management practices in a multinational context. It describes the strategic and technological dimensions of CRM and how its adoption supports the development of a learning and customer-focused organization, with special emph...

In recent years, many companies have strived to enhance their customer-relating capability with knowledge management instruments. A survey conducted by the authors, however, indicates that successful implementations of such initiatives are still comparatively rare. In this paper we present a cross-case analysis of three companies that we identified as ‘‘good practices’’ in rejuvenating customer...

Using the customer relationship management perspective to investigate customer behavior, this study differentiates between customers through customer segmentation, tracks customer shifts from segment to segment over time, discovers customer segment knowledge to build an individual transition path and a dominant transition path, and then predicts customer segment behavior patterns. By using real...

Towards the development of a knowledge management practices survey for application in knowledge intensive organisations. Knowledge management in a multicultural environment: a South African perspective. Knowledge management in eBusiness and customer relationship management: South African case study findings. Nine drivers of knowledge transfer between universities and industry R&D partners in Ma...

This study empirically identifies customer relationship management (CRM) and examines its impacts on firm performance in the context of freight forwarder services. Using data collected from a survey of 144 freight forwarding firms in Taiwan, a structural equation modeling exercise was conducted to identify crucial CRM dimensions and their influences on the perceived financial performance. Resul...