The paper first presents the theory of Customer Relationship Management (CRM) under E-commerce circumstances. It then focuses on the motives and obstructions in implementing CRM in Chinese commercial banks. Further, the paper puts forward a trial solution to these specific problems to be a solving aid to Chinese commercial banks under Customer Relationship Management.

In recent years, the interest on research in Customer Relationship Management (CRM) systems has grown notoriously. Many authors have made individual proposals of interesting topics to be researched around CRM systems, but no overarching research agenda has yet been proposed. Based upon a recent research literature review that we have undertaken, which includes several real case studies conducte...

Since the late 1990s CRM has become a buzzword especially among business practitioners and consultants. Companies have invested or are planning to invest huge amounts to implement CRM strategies, tools and infrastructure in order to win the battle in today’s increasingly competitive economy. However, many executives are struggling with trying to determine how their enterprises will balance the ...

CUSTOMER SATISFACTION WITH MYSAPTM CRM Manufacturing and marketing cars used to be relatively straightforward: in a manufacturer-driven market, consumers were content to buy what was being produced. But times have changed. Intense, global competition and increased market transparency have given buyers more choices and more leverage. In this consumer-driven market, manufacturers must make every ...

Organizations have been forced to transform themselves from “product-centric” to “customer-centric” for various reasons. Becoming customer centric is one of the most important aims of any organization. Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a ...

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch poin...

Organizations have realized the importance of CRM. Even though CRM is spelled out to Customer Relationship Management, it has been overlooked the fact that the focus of CRM should be on customers and the relationship with them. As well, since the Internet has been widely used as a very effective medium for interacting with people no matter where they are and when it is, it is a useful tool to i...

This chapter deals with how to use data mining technology to find interesting pattern, which can be organized for global customer retention. Customer relationship management (CRM) comprises a set of processes and enabling systems supporting a business strategy to build long term, profitable relationships with specific customers. Customer data and information technology (IT) tools shape into the...

The service sector is receiving much deserved attention resulting from its inevitable role in a country’s economic development. Despite all the efforts gaps such as the relationship between technological advances and service development are yet to be revealed from the perspective of new applications that organizations want to develop and implement. This paper explores opportunities using a comp...

Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments – although considered late followers compared to the private industry – have been showing growing in...