To realise the potentials of CRM (customer relationship management), relationship-specific processes need to be designed and implemented in companies. This is all the more important and complicated in business networks where two or more actors collaborate to serve the customers. A good collaboration within business networks is the basis for understanding the customer process and identifying cus...

Data Warehouse (DWH) systems allow to analyze business objects relevant to an enterprise organization (e.g., orders or customers). Analysts are interested in the states of these business objects: A customer is either a potential customer, a first time customer, a regular customer or a past customer; purchase orders may be pending or fullfilled. Business objects and their states can be distribut...

T need to understand the relationships among customer metrics and profitability has never been more critical. These relationships are pivotal to tracking and justifying firms’ marketing expenditures, which have come under increasing pressure. The objective of this paper is to integrate existing knowledge and research about the impact of customer metrics on firms’ financial performance. We inves...

The organizational adage ‘customer is king’ is not new. With a significant number of organizational resources devoted to understanding the ‘king’s’ needs and responding to them, this phrase, in today’s competitive business arena, is an understatement. With the increasing customer touch points and avenues for customers to provide formal/informal feedback, the modern day customer support ecosyste...

Heterogeneous customer requirements in combination with technological improvements enable new or improved customer-driven business processes. The management of such processes requires a deep but flexible integration of enterprises. In this context new forms of cooperation like E-Collaboration, describing the efficient and effective collaboration of participants in a valueadded network, arise. I...

Today's society is characterized by rapid changes in working environment. This has developed the need for companies to qualify for internal and external customers fast and efficiently within any sector. E-learning has become particularly important to solve this need. The characteristics of e-learning perfectly fit in with the flexibility demanded by the customer. At the same time, e-learning of...

This Case Study investigates the need of independent booksellers to transfer some of their existing business on-line in order to meet customer demands and competitive pressure. The growth of eCommerce has had an impact on rurally located independent booksellers who can no longer rely on the loyalty of their customer to travel to them which has had a subsequent effect on the sustainability of th...

The main purpose of this paper is to develop and test the modified SERVQUAL model to measure Malaysian private healthcare quality. A total of 131 participants were selected randomly those visit private hospitals in Malaysia for healthcare facility. Then data were examined using means, correlations, principal component and exploratory factor analysis to establish the modified SERVQUAL scale’s re...

A ring-model of vicious cycles in customer-employee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading service behavior. Confronted with such degrading service behavior, customers react defensively as well,...