Channel management is one of CRM systems component much influenced by the behaviour of customers in relation to its implementation and use. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contacts with the organization’s multi-channels can occur at several touch points throughout the customer lifec...

Organizations have been forced to transform themselves from “product-centric” to “customer-centric” for various reasons. Becoming customer centric is one of the most important aims of any organization. Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a ...

Adopting a focus on CRM has been an industry standard for nearly two decades. While evidence suggests that a majority of the attempts to implement CRM systems fail, no single reason for the failures has been identified. Assuming that CRM implementation is an extension of a customeroriented business strategy and assuming successful integration with Enterprise Information Systems such as Enterpri...

In IT Outsourcing, strategic alignment between a customer and an IT outsourcing provider is very important. This article uses resource-based theory, social capital theory, and organizational learning theory to analyze the relationship between a customer and a provider in IT services Outsourcing context. Based on the former analysis, this article applies a strategic alignment model for managing ...

Background: Study habits and skills are very important particularly in medical school which is characterized by heavy workload, heavy time commitments, and high stakes assessments. Students’ approach to learning, which includes study habits, has an important impact on both the excellence of the learning and their academic success. The aim of this study was to evaluate the study habits of Shiraz...

Customer Relationship Management is gaining importance as a business strategy. It seeks to select, cultivate and manage the most profitable customer relationships with a view to increasing long-term profitability, through understanding customers' needs. This requires organisations to understand the information requirements of CRM implementation. Most published work to date focuses on management...

Customer relationship management (CRM) has become one of the leading business strategies in the new economy. The effectiveness of CRM can be measured as a satisfaction level achieved by CRM activities. CRM has emerged as a major business strategy for e-business, but little research has been done in evaluating the effectiveness of CRM because of its complexity. In this paper, on the basis of bui...

This paper presents a conceptual business model, which aims to improve the understanding of the business context of Information and Communication Technologies (ICT). We argue that research into how ICT generates economic value is limitedly valid due to lacking comprehensive knowledge of strategy theory and lacking abilities to integrate strategy perspectives, and the fragmentation of strategy t...

A fundamental question in e-commerce field is how to explain and predict sales performance of e-marketplace sellers. We draw on competitive repertoire perspective and strategic group theory to understand the interaction between competitive repertoire and strategic group membership in influencing sales performance over time. To empirically test these relationships, we will collect a longitudinal...

This paper proposes a model for customer relationship management (CRM) using iThink , which incorporates the concept of system dynamics. The proposed CRMmodel consists of module 1: a customer purchasing behavior model, module 2: a Markov chain model, and module 3: a financial returns model. By considering the marketing activities and product attractiveness to the customer, the probability that ...