The ability to capture customer needs and to tailor the provided solutions accordingly, also defined as customer intimacy, has become a significant success factor in the B2B space in particular for increasingly "servitizing" businesses. Providers aim at achieving competitive advantages, such as cross-selling and customization by leveraging customer relationships and customer knowledge. However,...

Abstract The Social Web offers new opportunities, such as direct market access, interactive customer contact or a better understanding of market demands, in the field of customer relationship management (CRM). Consequently, firms develop new strategies, processes and technologies to utilise the Social Web for their needs. From the perspective of CRM, the Social Web creates an opportunity to dir...

Corporate information technology (IT) investments in customer support and service such as CRM systems have been on a steady rise. Of late, the primary interest has shifted toward assessment of returns on these investments. This research attempts to assess the value of IT investments in a customer support setting using a process-level analysis. Given the lack of academic IS research in the area ...

This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when ...

In this paper we study the effects of a change in an exogenous variable (the fixed cost or a parameter in the demand function) on the output and the number of active firms in a Symmetric Cournot Equilibrium with Free Entry (SCEFE). The results obtained here are different from those obtained in the Cournot model with a given number of firms. In particular, an increase in demand might yield a dec...

Wellness and spa tourism has recently become a marketing strategy to attract tourists. It plays an important role in hotel industry, resorts and tourist destinations. Wellness and spa services are being required by local and international tourists. The interrelationship among motivations, satisfaction, and revisit intentions remain largely unexplored. Therefore, the purpose of the study was to ...

Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clients’ preferences and expectations. In this way, company’s performance may be evaluated in relation to a set of satisfaction d...

Experiences with the management of Grid specific monitoring and accounting data have shown that current approaches do not sufficiently support a distinction between providers, users and customers of a Grid. This gap can be filled by the use of Customer Service Management techniques which enable customers to individually monitor and control their subscribed services. We adapt a Customer Service ...

Nowadays, many companies collect Voice of the Customer (VOC) in order to understand more about customers and the way they think about the companies or products/services. Many collection methods are being used to capture those valuable resources. This paper introduces “VOC 3.0”, a new Voice of the Customer (VOC) collection method through customer co-creation. This new method is aiming to create ...