In the last few years Customer Relationship Management (CRM) has been the subject of considerable interest in the business world. This has sometimes resulted in exaggerated claims about the benefits on offer to organisations. This paper provides an insight to the underlying concepts of CRM, the technological changes, and the impact to the organisational structure, its processes and the three ma...

Electronic Commerce (eCommerce, i.e. the execution of business processes using Internet technologies) continues to be a significant, pervasive issue for both enterprises and customers. Management of relationships between enterprises and customers has often been referred to as Customer Relationship Management (CRM). We define CRM as an interactive process that achieves an optimum balance between...

Prepaid customers in mobile telecommunications are not bound by a contract and can therefore change operators (‘churn’) at their convenience and without notification. This makes the task of predicting prepaid churn both challenging and financially rewarding. This paper presents an explorative, real world study of prepaid churn modeling by varying the experimental setup on three dimensions: data...

As digitization makes customer migration easier and more attractive, managing customer recovery becomes increasingly important for organizations. In this context, the challenge is to avoid two error types that can occur with customer relation recovery. First, mistakenly investing in customer relations that are active (“alive”), and, second, mistakenly not investing in migrated customer relation...

The mainstream view holds that over time buyer–supplier relationships evolve through a number of phases. As a consequence, supplier development as a buyer–supplier relationship management practice should also be adapted to the life-cycle phase. Supplier development activities matching the buyer– supplier relationship life-cycle phase will lead to more favorable performance improvements. However...

Supplier Relationship Management (SRM) is an application that gives support to a company in the task of deciding which supplier to choose when a new supply has to be ordered. It is based on a measure of trust and provides several tools that visualize that measure and support its use on decision making.

Enterprise Integration (EI) is essential to organisations wishing to fulfill broader business objectives related to e-business, customer relationship management (CRM), supply chain management (SCM) and business-to-business (B2B) commerce. This paper describes and presents the results of a study into practices for managing technical risk on EI projects. In the study, 21 managers participated in ...