There's no such thing as data quality in general: it all depends on the particular business application [10]. With this in mind, we begin by introducing customer segmentation as a basic data mining application in analytical CRM. We describe the structure of the data mining environment and outline data selection as an essential, but difficult sub-problem. From there, we go on to develop three pe...

Under the difficult access to finance of SMEs, they expect that its relationship with the banks shall constitute a real help to access appropriate financing, at reasonable costs and requirements, given the possibility of mutually beneficial and long lasting relation. The literature, but also the research we have carried on, is centered on such determinants as concentration and the length of the...

Aim of this paper is to propose agent technology to build and support a new generation of powerful banking CRM systems and suggest a suitable agent framework to meet these challenges. First we describe the context in which banking CRM applications are to be deployed, mentioning the competitive environment, channel multiplication, and customer centric approach. We outline the substance and goals...

This paper is concerned with the decision-making processes surrounding the adoption of packaged software in organizations. We begin by looking at its increasing utilization and consider some of the strengths and limitations of employing a standardized approach, particularly in relation to its consideration of end-user requirements. We note the highly problematic nature of installing a global st...

Customer Relationship Management is gaining importance as a business strategy. It seeks to select, cultivate and manage the most profitable customer relationships with a view to increasing long-term profitability, through understanding customers' needs. This requires organisations to understand the information requirements of CRM implementation. Most published work to date focuses on management...

Enterprise applications implement business resource management systems, customer relationship management systems, and general systems for commerce. These applications rely on infrastructure that represents the vast majority of the world’s computing resources. Most of this infrastructure is lightly utilized and inflexible. This paper considers the role of Grid technologies in increasing the util...

Modern business strategies are focused on customer satisfaction and especially on one-to-one marketing. Customer preferences and needs are inferred by analyzing information on their behaviour and attitudes. This information can be collected, stored, and analyzed by implementing data warehouse and CRM functionalities. However, companies also need market information about their competitors. A sol...

SLA (Service level agreement) is defined by an organization to fulfil its client requirements, the time within which the deliverables should be turned over to the clients. Tracking of SLA can be done manually by checking the status, priority of any particular task. Manual SLA tracking takes time as one has to go over each and every task that needs to be completed. For instance, you ordered a pr...

Both information systems (IS) researchers and practitioners consider data governance as a promising approach for companies to improve and maintain the quality of corporate data, which is seen as critical for being able to meet strategic business requirements, such as compliance or integrated customer management. Both sides agree that data governance primarily is a matter of organisation. Howeve...

The demand for personalization functions in e-shops is increasing steadily. In order to fulfil customer requirements best and to stimulate the customer’s buying experience positively, companies are aiming at an easy technical solution to the integration of ERP master data, CRM data, and transactional data from web shops. The current paper presents the state of the art in personalization in e-co...