ustomer relationship management is considered key to organizations' success in today's competitive environment. However, empirical evidence show mixed support to the impact of CRM initiatives on performance. Using the resourcebased view RBV of the firm, CRM is hypothesized as a distinctive capability that can lead to superior business performance. The study proposes four dimensions of CRM capab...

The rapid expansion of global marketplaces and the recent developments of ICT have led to the greater business opportunities. In their quest to build close relationships with their customers, many businesses have turned to customer relationship management (CRM). This study examines the effects of ICT infusion embodied in three CRM elements on CRM performance, partnership quality and customer lo...

several trends are emerging in the field of CRM technology which promises a brighter future of more profitable customers and decreasing costs. One of the most critical trends is enhancing Business Intelligence applications using Web Technologies, Web technologies can improve the CRM BI implementation, but it still need evaluation, The Web has focused the attention of organizations towards the U...

To remain competitive, companies are starting to organise their work around customercentered business processes that cross functional and organisational boundaries. Customer-relationship management is becoming more important than ever before. This paper proposes a new type of process-oriented CRM system suitable for Small-to-Medium Enterprises (SMEs) seeking to integrate a large number of servi...

For many large scale companies, especially those operating in future deregulation markets, Customer Relationship Management (CRM) is becoming an increasingly important business success factor. After a short introduction to issues in Customer Relationship Management, this paper highlights facets and experiences from a CRM project, describes our view of the role of Data Warehousing for CRM purpos...

Social Customer Relationship Management (Social CRM) deals with the integration of Web 2.0 and Social Media into CRM. Social CRM is a business strategy supported by technology platforms in order to provide mutually beneficial value for both companies and customers. Gartner has identified Social CRM as one of the top innovation-triggered themes in 2013 [1]. In this context, a constraining factor...

This paper proposes a novel way of automatically developing data warehouse configuration in rule-based CRM systems. Rule-based CRM systems assume that marketing activities are represented as a set of IF-THEN rules. Currently, to provide good quality CRM functionalities, CRM systems seek to combine conventional CRM methodologies with data warehousing technology. A data warehouse can be abstractl...

Customer Relationship Management (CRM), a management philosophy that focuses on the nurturing of customer relationships, emerged as a response to decreasing customer loyalty and increasing competition. Implementing CRM is expensive, as it demands high investment in organizational change activities and information technology (IT) and companies thus expect visible, measurable results. But compani...

This paper presents an assessment schema for Social CRM tools based on an empirical investigation. A constraining factor regarding the implementation of Social CRM tools (e.g., Engagor, Demand Media) is a lack of corresponding comparability of the different features (e.g., analysis of individual data, CRM interface). Little research has been conducted on the assessment of Social CRM tools, and ...

Businesses across sectors use Customer Relationship Management (CRM) to capture and manage their customer data, yet many published studies focus on single industries so their generalizability is limited. In this article, the authors take a multi-sector view of CRM implementation in three areas of the UK services sector: banking and finance, professional services, and the government/public secto...