Due to the high failure rate, costs, and long duration of CRM implementation projects, it is crucial to evaluate software solutions before making an investment decision. A methodological approach is required to make these decisions more effectively and efficiently. In this paper, an approach to evaluating CRM software packages is proposed that is the result of a literature review. In a second s...

In the last few years Customer Relationship Management (CRM) has been the subject of considerable interest in the business world. This has sometimes resulted in exaggerated claims about the benefits on offer to organisations. This paper provides an insight to the underlying concepts of CRM, the technological changes, and the impact to the organisational structure, its processes and the three ma...

This paper explores how creative conflict is generated in an organization. Using data collected from sales departments of 206 firms in Japan, the antecedents and consequences of three types of conflict were examined. The findings suggest that (1) an innovative department tends to have more task conflict and less process conflict, (2) customer orientation has a positive effect on task conflict, ...

The customer journey approach is increasingly being taken up by practitioners and researchers to support the design and management of services. As part of this approach, customers and internal resources are often involved as contributors of input in design and management processes. In the current literature on customer journeys, a broad variety of involvement practices has emerged. No coherent ...

Customer Relationship Management (CRM)1 has been discussed in the literature since the nineties. IT evaluation on the other hand dates back to the eighties starting with a more contemporary approach (Farbey et al. 1999, p. 191). As reported by earlier works, the success rate of CRM implementation projects is up to today still not satisfactory (Becker et al. 2009; Finnegan and Currie 2009). Reas...

In this paper we investigate the collaborative paradigm in Sustainable Supply Chain Management (SSCM). The depth and quality of the relationship between a firm and its suppliers is widely recognised as a critical facilitator of SSCM. Many authors in the field have argued that a collaborative approach to SC relationship management was likely to be more fruitful in achieving sustainable developme...

Many firms operate customer communities online. This is motivated by the belief that customers who join the community become more engaged with the firm and/or its products, and as a result, increase their economic activity with the firm. We describe this potential economic benefit as “social dollars.” This paper contributes evidence for the existence and source of social dollars using data from...

The Customer Relationship Management (CRM) practice involves reengineering of various customer-related processes. The objective of this study is to understand how CRM system enables the business to transform its processes especially the selling chain into the customercentric ones. This study identifies opportunities and barriers to the selling chain reengineering in the Korean Insurance Industr...

Although much research on customer behaviors has demonstrated the positive role of inertia in the action loyalty phase, previous studies on inertia still emphasize the spurious dimension of customer loyalty. This study seeks to analyze how inertia varies with differing levels of alternative attractiveness, relationship length, and commitment in affecting customer loyalty. The results suggest th...

Since the early 1980s, the concept of relationship management in marketing area has gained its importance. Acquiring and retaining the most profitable customers are serious concerns of a company to perform more targeted marketing campaigns. For effective customer relationship management, it is important to gather information on customer value. Many researches have been performed to calculate cu...