For an organisation to undertake a Customer Relationship Management (CRM) implementation program it needs to consider a multitude of requirements. Some authors have hinted at viewing CRM within a wider perspective than just customer centric perspectives. The aim of this paper is to discuss the domain and conceptualise some of the requirements of CRM from an organisation’s point of view. However...

More and more organisations from private to public sectors are pursuing to reach high customer values of satisfaction, loyalty and retention. Following that idea, Higher Education Institutions (HEI) seek to develop more efficient management processes through the adoption of CRM – Customer Relationship Management initiatives. This paper discusses strategic issues that enable a HEI to build a sui...

Despite the popularity and myths regarding CRM as it changes the way how a company interacts with customers and the employees perform their jobs throughout the organization, there are many potential areas of failure in a CRM and overcoming these bottlenecks and pitfalls has become a point of interest in contemporary business and IT research. The pitfalls of CRM can be classified as (1) technica...

After a brief presentation of the aspects regarding the planning of a customer relationship management (CRM) project, we emphasize the factors that assure the success of such an approach. In order to obtain the attended results, an organization needs the best selection of the project manager and the most efficient teamwork, which implies employees from the company’s departments and also IT spec...

Background and purpose: Customer relationship management research is utilized to explain the need for a more patient-oriented support. This paper argues about customer relationship managemet in healthcare Method: the present article has utilized the valid resources in the subject under study. Conclusion: CRM tools and strategies will be implemented in the marketing and service layer. The health...

This paper asks why organisations invest in non-integrated CRM point solutions when many of the benefits of enterprise systems are claimed to be due to integration of processes and information. This paper identifies six factors that explain why organisations invest in CRM point solutions: reduced risk; lower cost; quick benefits realization; low integration ability, low interdependence of busin...

Healthcare is implementing CRM as a strategy for managing interactions and communication with patients which involves using Information and Communication Technology (ICT) to organize, automate, and coordinate business processes. CRM with the Web technology provides healthcare the ability to broaden service beyond its usual practices, and thus provides a particular advantageous environment for t...

The customer relationship management (CRM) system has been touted as a primary tool for supporting frontline employees’ personalized services tasks. However, while a number of studies focus on the critical role of CRM systems in organizational performance, the link between CRM systems and individual performance is still under-investigation. In order to fill this research gap, this study focuses...

Cockpit/crew resource management (CRM) training within the military has grown rapidly despite the paucity of empirical data linking CRM to mission performance. CRM training objectives (and course content) are often too vague to allow meaningful training evaluation within the context of traditional transfer-of-training paradigms. A multimeasure methodology that exploits all sources ofarchival an...

BACKGROUND Crew resource management (CRM) has the potential to enhance patient safety in intensive care units (ICU) by improving the use of non-technical skills. However, CRM evaluation studies in health care are inconclusive with regard to the effect of this training on behaviour and organizational outcomes, due to weak study designs and the scarce use of direct observations. Therefore, the ai...