There are many interests and researches among an industry as IT develops. It is important to use information effectively and adequately as applying IT to industry because IT provides an innovative strategy for the enterprise. In case of manufacturing industry, many business solutions (e.g. SCM, CRM, ERP, PLM etc) have developed for years. However in case of construction industry, it was hard to...

The information systems and technologies (IS/IT) are a decisive platform in the response capacity of organizations to the new management imperatives through new solutions that permit to improve their competitive position. As information management is a highly differentiating area, the present study compares several enterprises of different sectors, located (headoffice or branch) in the Algarve ...

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 article places corporate social responsibility in the context of the resourcebased view of the firm, then uses relationship management to explain the growing involvement of businesses in corporate social responsibility activities. It argues that the value of the public relations function to an enterprise is in its capacity to aid relationship management, but at a level linked to corporate ...

Customer Relationship Management becomes a leading business strategy in highly competitive business environment. It aims to enhance the performance of the businesses by improving the customer satisfaction and loyalty. The objective of this paper is to improve customer satisfaction on product’s colors and design with the help of the expert system developed by using Artificial Neural Networks. Th...

Business executives can answer such questions by focusing on customer equity—the total of the discounted lifetime values of all the firm’s customers. A strategy based on customer equity allows firms to trade off between customer value, brand equity, and customer relationship management. We have developed a new strategic framework, the Customer Equity Diagnostic, that reveals the key drivers inc...

With the growing recognition of the customer’s role in service creation and delivery, there is an increased impetus on building customer-centric organizations. Digital technologies play a key role in such organizations. Prior research studying digital business strategies has largely focused on building production-side competencies and there has been little focus on customer-side digital busines...

The purpose of this research is to understand the way a CRM project implementation may contribute to the success of the project. The approach of Knowledge Management Strategic Alignment was used as a theoretical framework and a case study was realised for this end. The case study allowed exploring the role of customer knowledge competencies of the company in the CRM project implementation. Thre...

The effect of a Make-To-Order (MTO) production strategy on the applicability and impact of Enterprise Resource Planning (ERP) systems is investigated through a mixed method approach comprised of an exploratory and explanatory survey followed by three case studies. Data on Make-To-Stock (MTS) companies is also collected as a basis for comparison. The exploratory data demonstrates, for example, t...

The possible interactions among tourism organizations, their customers and other organizations are considered in this article. Based on these interactions, three drivers of an integrated e-business strategy in the tourism sector are suggested: (1) customizing tourist products, personalizing services and supporting mobile services, (2) sharing tourism information and operational data, and (3) of...