customer is felt more and more. today organizations can't make it faraway without giving attention to their customer's needs. for this purpose organizations try out many concepts which can help them be leader in managing their customers. one such concept is the customer relationship management (crm). crm has come a long way since its inception in business circles and its major change is felt in...

Available online 22 January 2009 The firm's customer relationship management (CRM) system is frequently a central element of the knowledge management function of the firm. It integrates information from internal and external sources to guide managers and field personnel in the development and presentation of the firm's value proposition. But despite the widespread adoption of CRM systems by fir...

EXECUTIVE SUMMARY Infosys Technologies Ltd., one of the world’s most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBA — Customer 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 sal...

Customer relationship management (CRM) systems in business are a reality of the contemporary business world for the last decade or so. Still, there are grey areas regarding the successful implementation and operation of CRM systems in business. This paper, through the systematic study of the CRM implementation paradigm, attempts to identify the most important challenges and opportunities that t...

Customer Relationship Management (CRM) continues to attract increasing attention within the casino industry. While the vital role of change management in making CRM projects successful has been acknowledged for quite some time, there is little in extant literature to explain the nature and conduct of change management in the CRM context. This article posits that relevant change management is a ...

in today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. in respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. commercial organiza...

according to several reports, in spite of huge investment on customer relationship management (crm), risk of implementing such projects is high. one of failure factors is having no method to assess crm success comprehensively. nowadays, classic financial methods are common ways for assessing marketing and crm initiatives. but, the mentioned models are unsuitable to assess investments like crm t...

Customer Relationship Management (CRM), a management philosophy that focuses on the nurturing of customer relationships, emerged as a response to decreasing customer loyalty and increasing competition. Implementing CRM is expensive, as it demands high investment in organizational change activities and information technology (IT) and companies thus expect visible, measurable results. But compani...

Customer Relationship Management (CRM) represents a technological application based on the philosophy of Relationship Marketing and it recommends the interaction with high value consumers. Relating CRM to new social technologies, CRM 2.0 or social CRM deals with the relationship between companies and customers using online platforms. Through a comparative study based on qualitative indicators, ...