In complex and frequently changing product domains, customers need qualified consultation services that allow them to make well-informed purchasing decisions without requiring excessive technical knowledge about the product domain. In this paper we present an intuitive customer metamodel with an associated inference engine which can be integrated into conversational recommender systems to provi...

Trusted Supplier In industrial automation, engineers and technical decision makers face growing performance demands, exacting deadlines, and increasingly challenging customer requirements. Fundamental to meeting these challenges and building competitive products is finding a trusted, reliable silicon vendor. With a strong reputation earned after supplying leading-edge silicon for nearly half a ...

according to several reports, in spite of huge investment on customer relationship management (crm), risk of implementing such projects is high. one of failure factors is having no method to assess crm success comprehensively. nowadays, classic financial methods are common ways for assessing marketing and crm initiatives. but, the mentioned models are unsuitable to assess investments like crm t...

The effectiveness of increased customer involvement in services selling is to a large extent dependent on the knowledge, expertise, and trust of customers. Successful consultants, therefore, need to be aware of the dynamic relationships between customer education, expertise, and service quality in driving customer trust. To test this notion, we use data collected from 1268 clients of a global f...

Business response to customers’ need for service (before, during, and after purchase) is mixed –from investing significantly to not investing at all or even to de-investing – indicating an ambiguity regarding customer service’s impact on performance. In this paper we test the impact of god and bad customer service on key business variables such as customer satisfaction, perceived relative attra...

Customer satisfaction is one of the key factors in modern marketing and customers’ behavior analysis. Banking industry is one of the numerous services in which the customer satisfaction has had an ever increasing importance in the corresponding research areas. The problem here is the complexity of dealing with customer satisfaction due to superabundant factors engaged in it. In this paper the a...

In the emerging competitive and technological driven banking era, banks have to strive hard for retaining and enlarging their customer base. Electronic customer relationship management (E-CRM) is the combination of traditional CRM with the e-business applications marketplace. An E-CRM system provides financial institutions with the opportunity to establish individual and need oriented customer ...

Software industry is increasingly using Agile Methods due to its benefits. However the way industry practices agile methods is some time divergent to the basic Agile Principles. For example customer involvement in the entire software development process is considered essential; but under certain conditions this requirement is not so critical. We have studied in detail such an adaptation by a la...