a r t i c l e i n f o This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based performance. Both qualitative and quantitative...

Web-enabled customer relationship management, or e-CRM, holds the promise to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A new multi-disciplinary field involving such diverse areas as marketing, information systems, and consumer behavior, e-CRM seeks to strengthen custome...

CRM managers are frequently overloaded with large number of text messages from their customers, and making sense of those messages is a difficult task. We introduce an interactive toolset that can facilitate the exploration of CRM data semi-automatically. This toolset is based on the state of the art text processing technologies and allows CRM managers to discover interactively the re-occurring...

Research-in-progress on the evaluation of mandatory Customer Relationship Management Information Systems (CRM IS) is presented. The business problem is presented, followed by converging theoretical considerations, which assist in making the case for a wider conceptualisation of CRM evaluation which values a social perspective of CRM IS use at boundary-spanning professional (BSP) and customer le...

The aim of the paper is to provide an exact approach for generating a Poisson process sampled from a hierarchical CRM, without having to instantiate the infinitely many atoms of the random measures. We use completely random measures (CRM) and hierarchical CRM to define a prior for Poisson processes. We derive the marginal distribution of the resultant point process, when the underlying CRM is m...

Customer relationship management (CRM) is a business philosophy that has emerged and gained prominence in the field of IS in recent years. Organisations have begun to realise that creating a dynamic substantial relationship with each customer may lead to sustained business success. While numerous firms have bought into the CRM concept many organisations are now trying to evaluate whether their ...

Introduction In today's team-oriented healthcare environment, high-quality patient care requires physicians to possess not only medical knowledge and technical skills but also crisis resource management (CRM) skills. In emergency medicine (EM), the high acuity and dynamic environment makes CRM skills of physicians particularly critical to healthcare team success. The Accreditation Council of Gr...

In recent years, e-Business has emerged as a mainstream business practice. Engaged in highlycompetitive Internet -enabled markets, many business organizations have turned to customer relationship management (CRM), a computer -based information system that allows them to gain greater insight into their customers’ needs, to gain a competitive advantage. Consequently, CRM has risen to become a key...

Nowadays, SME have to take into account new business and management approaches, like CRM, as well as the support provided by ICT. In this scenario, SME would take advantage from a Web-based service like ARNEIS, supporting an intelligent matching between supply and demand of CRM-related tools. Such a service needs a detailed knowledge base, and a friendly user interface (UI) enabling users to in...

Customer Relationship Management (CRM) adoption is both a relevant research topic in academia and a challenge for practitioners. We understand CRM as a complex concept that includes technology, strategy and philosophy. In this research, we propose an analysis of CRM organisational dynamic capabilities. The main goal is to apply a dynamic capabilities perspective to analyse how companies can imp...