Background and Objectives: Today’s world is customer-oriented and customer is the foundation of major activities of firms. The aim of the present study was to rank factors affecting the establishment of customer relationship management (CRM) in the hospitals of Medical Sciences in Tehran.Methods: A total of 290 managers of hospitals of Tehran University o...

Purpose – The purpose of this paper is to introduce the concept of strategic integration of knowledge management (KM ) and customer relationship management (CRM). The integration is a strategic issue that has strong ramifications in the long-term competitiveness of organizations. It is not limited to CRM; the concept can also be applied to supply chain management (SCM), product development mana...

Customer relationship management (CRM) is a business strategy to select and manage the most valuable customer relationships. CRM requires a customer-centric business philosophy and culture to support effective marketing, sales, and service processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy, and cultur...

The purpose of this research is to understand the way a CRM project implementation may contribute to the success of the project. The approach of Knowledge Management Strategic Alignment was used as a theoretical framework and a case study was realised for this end. The case study allowed exploring the role of customer knowledge competencies of the company in the CRM project implementation. Thre...

Customer relationship management (CRM) is a customer-focused business strategy that dynamically integrates sales, marketing and customer care service in order to create and add value for the company and its customers. This change towards a customer-focused strategy is leading to a strong demand for CRM solutions by companies. However, in spite of companies interest in this new management model,...

Customer relationship management (CRM) has become a strategic initiative aimed at getting, growing, and retaining the right customers. A great amount of numeric data and even more soft information are available about customers. In this paper we analyze the relative importance of factors and the priority of the schemes by constructing the CRM hierarchy model for Small and Medium Enterprises. Und...

The paper proposes to use CIDOC-CRM and its extension CRMdig to document the planning and execution of 3D models of cultural objects in order to manage the quality of the replicas. Full documentation of every process is key to guarantee the quality of the outcomes according to the industrial approach to quality known as Quality Management, for example as described to ISO9001:2008.

Customer knowledge is one of the most important knowledge bases for an organisation. Organisations need a simple framework for integrating customer knowledge management processes. The article starts by examining the two key disciplinary and process contributions from knowledge management (KM) and customer relationship management (CRM). In the context of KM the need to integrate data, informatio...

We  deal with the relationship termination problem in the context of individual-level customer relationship management (CRM) and use a Markov decision process to determine the most appropriate occasion for termination of the relationship with a seemingly unprofitable customer. As a particular case, the beta-geometric/beta-binomial model is considered as the basis to define customer beha...

electronic government is a new concept that governments according to level of development implement in different ways. utilizing informational systems in business sections has created potential context for developing electronic government. customer relationship ‎management (crm) is an important system in management that helps to develop electronic government and promote citizenship-based in org...