Modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. Indisputably, Knowledge Management (KM) plays a key role in the success of Customer Relationship Management (CRM). In this regard, Customer Knowledge Management (CKM) is a newly developed concept that ...

Understanding how to effectively manage relationships with customers has become a very important topic to both academicians and practitioners in recent years. Yet, the existing academic literature and the practical applications of CRM strategies do not provide a clear indication of specifically what constitutes CRM processes. In this study, we (a) conceptualize a construct of the CRM process an...

This study focuses on consumers’ perception of control over personal information disclosure on the Internet. Specifically, we examine how consumers perceive controlling their personal data that online companies collect for marketing and customer relationship management purposes. We aim to answer this research problem by clarifying 1) how do consumers express the perception of control over their...

This paper offers comments on the single-loop decision-making model. The underpinning theoretical bases of such a model are assessed. The role of information quality is hypothesized in relation to customer relationship management decision making in the context of a data warehouse. The importance of learning aspects of decision making is explained. A focus group was set up in order to (1) valida...

Dealing with food allergies in the restaurant industry is becoming important as more customers have needs and restaurants are concerned with corporate social responsibilitiy (CSR). This research discusses how to provide information to facilitate the communication between the restaurant industry that is interested in dealing with food allergies and the patient’s family who wants to enjoy eating ...

The 1990s has been a boom period of enterprise systems (ES). Many organizations have experienced the technical, integration and business process re-engineering benefits of implementing ES. As of today, a number of ES have been developed, namely customer relationship management systems (CRM) and enterprise resource planning (ERP) systems. In particular, CRM systems have gained significant intere...

Quality Function Deployment (QFD) is a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs. The "voice of the customer" is the term to describe these stated and unstated customer needs or requirements. The voice of the customer is captured in a variety of ways: direct discussion or interviews, surveys, f...

The aim of the paper is to analyze the role of design in re-launching the competitiveness of Italian SMEs. The importance of design in product innovation has grown dramatically during the last few years. Traditionally, design was considered an exception reserved for luxury segments and sophisticated niche markets that could appreciate a product’s aesthetic and artistic values. Now, design is be...

Large, multidivisional enterprises need corporate data of high quality in order to meet a number of strategic business requirements, such as enterprisewide process harmonization, integrated customer management or compliance. Therefore, many enterprises today are in the process of establishing Corporate Data Quality Management (CDQM), which requires an overarching CDQM strategy. This paper prese...

074 0 -74 5 9 /13 / $ 31. 0 0 © 2 013 I E E E Over the past decade, the advent of social networking has fundamentally altered the landscape of how software is designed, developed, and used. It has expanded how communities of software stakeholders communicate, collaborate, learn from, and coordinate with one another. In many cases, social networking has eliminated boundaries and upended traditio...