Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the proces...

This paper proposes an approach for evaluating the relationship with a customer, leading to the creation of a Customer Intimacy Grade (CIG), across multiple levels of granularity: employee, team, business unit and whole organization. Our approach focuses on B2B service organizations which provide their customers with complex solutions and whose relationship with the customer is distributed amon...

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 customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term r...

Examination of alliance formation and management in the context of ‘fit’ or alignment with individual partner’s organisational strategy, administrative systems, and managerial characteristics still remains unexplored. This conceptual paper argues that the success of alliances depends on the ability of the partners to strategically match/align resources, capabilities, compatibilities and the man...

Today in response to the changes in global economy, growing customer demands and increasing IT possibilities the public sector adapts approaches that have proven to be successful in business environment. Many private companies have successfully implemented customer relationship management strategies and are starting to use knowledge management applications to improve the quality and efficiency ...

Infosys Technologies Ltd., one of the world's most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBAâCustomer Information Management By All. This customer-focused system was conceived and designed to improve communication and collaboration between the company and its customers. By seamlessly integrating the front-end sales system with the b...

modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. indisputably, knowledge management (km) plays a key role in the success of customer relationship management (crm). in this regard, customer knowledge management (ckm) is a newly developed concept that ...