In today’s competitive climate, customer relationship management (CRM) has become an essential component in airline business strategies. CRM in the airline industry would be based on analyzing customer data in order to understand preferences and behavior. In this paper, we apply data mining techniques to real airline frequent flyer data in order to derive CRM recommendations and strategies. Clu...

The Social Web is transforming the relationship between companies and customers. It offers the means to redesign the fundamental structure of customer service systems and to refocus on the relationship aspect of customer relationship management (CRM). Although various examples illustrate how companies may use Social Media in the field of CRM, the necessary IT systems are still open for research...

The 1990s has been a boom period of enterprise systems (ES). Many organizations have experienced the technical, integration and business process re-engineering benefits of implementing ES. As of today, a number of ES have been developed, namely customer relationship management systems (CRM) and enterprise resource planning (ERP) systems. In particular, CRM systems have gained significant intere...

The integration of the financial services industry and many financial services companies’ focus on core competencies have led to the emergence of financial services alliances. These alliances face a variety of challenges regarding an integrated approach to customer relationship management (CRM) by the partner companies. In this paper we describe the challenges derived from an analysis of five f...

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) 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...

Convergence of pervasive technologies, techno-centric customers and the emergence of digitized channels, overabundance of user friendly retail applications are having a profound impact on retail experience, leading to the advent of ‘everywhere retailing’. With the rapid uptake of digital complimentary assets and smart mobile applications are revolutionizing the relationship of retailers with th...

Social Customer Relationship Management systems represent a new area in the field of CRM which together with rapid development of Social Networks and Social Media has acquired strategic importance for many companies. As a response to ongoing challenges related to growing customer expectations, in this paper we present intelligent tools for customer behaviour prediction in Social CRM systems. Th...

Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper explores and analyses contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within C...