The goal of this paper is to provide an ontological approach to modelling customer relationships, which helps managers optimize channels, improve customer acquisition, retention and add-on selling particularly in an e-business context. The advantages of a systematic approach are multiple. Modelling and mapping customer relationships allows a better understanding of the way a company interacts w...

This paper argues that there are four key conceptual techniques used in Customer Relationship Management (CRM) which should be considered Imperatives for contemporary 21st century e-Business today. Customer Relationship Management itself may be defined as an attempt to find the most efficient way to focus the Marketing effort in order to generate revenue. The antecedents of successful Customer ...

Accurate acquisition and effective translation of customer requirements are two key links in product configuration design. In the paper, two concepts are introduced for customer requirement decomposition. One is the requirement element, and the other is the granularity of requirement element. Moreover, the controlling principle for granularity of requirement element is given and the method of r...

The fast expansion of the market in every sector is leading to superior subscriber base for service providers. Added competitors, novel and innovative business models and enhanced services are increasing the cost of customer acquisition. In such a fast set up, service providers have realized the importance of retaining the on-hand customers. It is therefore essential for the service providers t...

Software-as-a-Service providers have been growing fast while the contemporary research literature has neglected analysis of their business-critical marketing and sales processes. In this paper we collect the key factors characterizing how to market and sell SaaS to business customers into an eight dimensional model. We also use an explorative multi-case study to observe six SaaS providers and v...

Multichannel customer management is “the design, deployment, and evaluation of channels to enhance customer value through effective customer acquisition, retention, and development” (Neslin, Scott A., D. Grewal, R. Leghorn, V. Shankar, M. L. Teerling, J. S. Thomas, P. C. Verhoef (2006), Challenges and Opportunities in Multichannel Management. Journal of Service Research 9(2) 95–113). Channels t...

This study determined the influence customer acquisition on organizational performance of private universities in Kenya. The was guided by relationship management theory. research used descriptive cross sectional design. target population 172 respondents from targeted Stratified random sampling approach to determine sample 124 participants. Data collected using questionnaires. For determination...

We introduce a model that allows anonymous yet accountable access to services in mobile communication systems. This model is based on the introduction of a new business role, called the customer care agency, and a ticket based mechanism for service access. We introduce the general idea of ticket based service access, and present a categorisation of ticket types and ticket acquisition models. We...