The number of customer relationship management (CRM) implementations has grown dramatically in recent years. However, few academic studies of the issues associated with the implementation of the concept are available. This paper offers a modest contribution through the analysis of a case study of a CRM implementation at a UK-based manufacturing company. The case study illustrates that CRM is a ...

Customer Relationship Management (CRM) has been becoming first issue in marketing strategy. By implementing CRM, company could generate better profit, because CRM could increase customer retention, customer satisfaction and customer loyalty. However, implementing CRM is not an easy task. Adopting CRM into any organization is a challenge. The existing CRM adoption framework is still no longer to...

The global competition for enterprises has been the significant issue for recent years. However, the customer needs are difficult to satisfy due to specialized characteristic of existing customers. A good CRM strategy may assist firms to earn advanced profits, increase customer perceived value, and acquire new customers. This research aims to provide a holistic framework based on two dimensions...

CRM is a strategy that integrates concepts of knowledge management, data mining, and data warehousing in order to support an organization’s decision-making process to retain long-term and profitable relationships with its customers. This research is part of a long-term study to examine systematically CRM factors that affect design decisions for CRM data warehouses in order to build a taxonomy o...

In most industrial Small and Medium-sized Enterprises (SME) communication with customers is conducted exclusively by marketing, sales and service. Nowadays those business units apply Customer Relationship Management (CRM) systems to systematically gather information for the operational support of customer processes. Several studies illustrate that in the respective processes a vast body of addi...

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...

The Community Bureau of Reference of the European Communities has produced four batches of lyophilized serum Certified Reference Materials, two for cortisol (CRM 192 and 193) and two for progesterone (CRM 347 and 348). For cortisol, one of the pools consisted of serum from healthy blood donors, whereas the second batch was supplemented with pure cortisol. The progesterone Reference Materials co...

The customer relationship management (CRM) system has been touted as a primary tool for supporting frontline employees’ personalized services tasks. However, while a number of studies focus on the critical role of CRM systems in organizational performance, the link between CRM systems and individual performance is still under-investigation. In order to fill this research gap, this study focuses...

Despite the importance of data mining techniques to customer relationship management (CRM), there is a lack of a comprehensive literature review and a classification scheme for it. This is the first identifiable academic literature review of the application of data mining techniques to CRM. It provides an academic database of literature between the period of 2000–2006 covering 24 journals and p...

BACKGROUND Serum thyroglobulin (Tg) is essential in the follow-up of patients with differentiated thyroid carcinoma (DTC). However, interchangeability and standardization between Tg assays have not yet been achieved, even with the development of an international Tg standard (Certified Reference Material 457 [CRM-457]). METHODS Serum Tg from 30 DTC patients and serially diluted CRM-457 were me...