In order to compete for profitable customers, companies are looking to add value using Customer Relationship Management (CRM). One subset of CRM is customer segmentation, which is the process of dividing customers into groups based upon common features or needs. Segmentation methods can be used for customer portfolio analysis (CPA), the process of analyzing the profitability of customers. This ...

The purpose of this paper is to address the simultaneous management of multiple business relationships and multiple projects in the marketing strategy of the project-based firm. The research question is: How can the essence and interdependencies between the portfolios of relationships and projects be conceptualized as the marketing strategy of a project-based firm? We address this question by c...

The paper reported and conceptualized the strategic planning process and rationale behind the introduction of a customer relationship management (CRM) project. Based on the differentiation between core competencies and commodity processes, a case study, focusing on the setting up and management of a customer services call center, is conducted to examine how managers evaluate options available t...

T article illustrates how simulation can be used in the classroom for modeling customer behavior in the context of customer lifetime value estimation. Operations research instructors could use this exercise to introduce multiperiod spreadsheet simulation models in a business setting that is of great importance in practice, and the simulation approach to teaching this subject could be of interes...

cquisition channels are important predictors of customer loyalty in the first stages of a business–consumer relationship. Although some researchers have provided examples of the differences in the value of the customers businesses acquire via different channels, they have not considered the impact of acquisition channels on loyalty and cross-buying. Using probitmodels we explored how retention ...

of a keynote speech IT governance is one of those concepts that suddenly emerged and became an important issue in IT. In academic and professional literature, articles mentioning IT governance in the title began to emerge during the late 1990s. In the context of the leading academic HICSS conference, it was defined as the organizational capacity exercised by the board, executive management and ...

Collaboration between IT staff and user groups is an enduringly problematic aspect of IS deployment and use in organizations. In this paper we offer an explanation as to why such difficulties persist despite management initiatives designed to eliminate them. We examine how a retail banking organization attempted to improve IT-user collaboration through the creation of an intermediary role calle...

Introduction: After the enactment of Law 8078, of September 11, 1990, the Consumers Defense Code implied important alterations in Brazil’s legal scenario, providing a greater balance in the relationship between consumers and service providers. From this law, dental surgeons came to establish a consumer relationship with their clients. Objective: Due to the ethical and legal issues against the d...

Organisations invest in Business analytics (BA) systems to improve firm performance and gain competitive advantage. BA systems use advanced analytical tools and techniques to analyse organisational data and generate insights. Decision makers at different levels of the organisations leverage the insights and take competitive actions. In this paper, we utilise Resource-based View (RBV) and busine...

Customer Relationship Management (CRM) adoption is both a relevant research topic in academia and a challenge for practitioners. We understand CRM as a complex concept that includes technology, strategy and philosophy. In this research, we propose an analysis of CRM organisational dynamic capabilities. The main goal is to apply a dynamic capabilities perspective to analyse how companies can imp...