Customer relationships have been commonly recognized as a critical factor for enterprises to succeed their business. Effective customer relationships could help enterprises deliver services to customers based on their needs, preferences, or past transactions. This model however emphasizes on the use of customer information for benefiting enterprises; customers in contrast receive less informati...

At many firms, incentivized salespeople with private information about customers are responsible for CRM. While incentives motivate sales performance, private information can induce moral hazard by salespeople to gain compensation at the expense of the firm. We investigate the sales performance--moral hazard tradeoff in response to multidimensional performance (acquisition and maintenance) ince...

Recent studies show, that due to the rapid technological progress, the growing globalisation of markets and the increasing availability of information long-term and valuable relationships became more important than the permanent acquisition of new customers. As a consequence of this, the focus shifted from a transaction-oriented economy to a relationship-based economy. Concepts like customer re...

This paper reports business related challenges and opportunities for e-maintenance as an emerging customer value generating IT-enabled resource. The research study is concerned with the emaintenance based on remote diagnostics in the vehicle industry. E-maintenance of vehicles is of great importance as e-maintenance technology has great potential to provide various state of the art maintenance ...

This paper reports business related challenges and opportunities for e-maintenance as an emerging customer value generating IT-enabled resource. The research study is concerned with the emaintenance based on remote diagnostics in the vehicle industry. E-maintenance of vehicles is of great importance as e-maintenance technology has great potential to provide various state of the art maintenance ...

For enterprises, customer relationships have been commonly recognized as a critical factor to succeed their business. Effective customer relationships could help enterprises deliver services to customers based on their needs, preferences, or past transactions. This model however emphasizes on the use of customer information for benefiting enterprises; customers in contrast receive less informat...

This paper describes a case study that was carried out to characterize the behaviour of professional programmers, working on in-vivo software maintenance tasks, in terms of the cognitive levels of Bloom’s taxonomy. Specifically, it evaluates if their behaviour on specific maintenance sub-tasks can be associated with specific cognitive levels of the taxonomy. The findings suggest that some such ...

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their ...

The concept of business ecosystems is a new, powerful metaphor that steps forward the movement towards symbiotic and co-evolutionary business networks. The literature describes business ecosystems as economic communities comprised of a number of business entities that are closely related the one to the other with symbiotic relationships; as a result, they constantly interact and seek to co-oper...

Companies require building and maintaining customer relationships to achieve excellence in the digital age. should be selective develop with loyal profitable customers discourage unprofitable continue doing business them. developing interactive which are mutually beneficial understanding growing importance of consumer-generated marketing age online domains forming relationships. They respect pu...