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نتایج جستجو برای Customer experience management

تعداد نتایج: 711564  
2011
John W. K. Leung, Kenneth K. Kwong, Brian Lai,

Experience, defined as the subjective response of customers to any direct or indirect contact with a company, has been considered as a critical factor in connecting customers emotionally and in turn achieving customer retention. A most critical source of experience is the service delivery process encountered by customers. Nevertheless, existing tools for depicting service focus mainly on the ac...

2011
Kusum L. Ailawadi, Naveen Donthu,

Communication and promotion decisions form the heart of retailer customer experience management strategy. In this review paper, we address two key questions from a retailer’s perspective: (1) what have we learned from prior research about promotion, advertising, and other forms of communication and (2) what major issues should future research in this area address. In addressing these questions,...

2006
Shinya Nagasawa,

1. Introduction From the view points of Management of Technology (MOT), the importance of management of new product development can be illustrated as follows: The production rule in 20th century manufacturing and fabrication industry is placed stress on " how to make ". The production rule in 21st century is stressed on "what to make." Attractive goods and products are most important for all di...

Somayeh Hosseinzadeh, Toraj Mojibi,

In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. Both knowledge management (KM) and customer relationship management emphasize the allocation of resources to business supportive activities to gain competitive advantages. The aim of this study is to inves...

N. Rezaei-Malek, Reza Radfar,

Customer Relationship Management (CRM) and Knowledge Management (KM) have become especial and strategic keys in the current competitive environment for all companies.  The critical role of KM as the main determinant of the success of CRM has been the focal point of the previous researches; the present paper aimed at studying the impact of different KM factors- such as Customer Knowledge (CK), S...

Somayeh Hosseinzadeh, Toraj Mojibi,

In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. Both knowledge management (KM) and customer relationship management emphasize the allocation of resources to business supportive activities to gain competitive advantages. The aim of this study is to inves...

2012
Nick Merry, Wendy Au,

Companies with large customer bases and high volumes of service interactions often have a number of customers who experience a service failure. The impact on these customers involved can be significant, and has the potential to be disproportional to the root cause of the incident. For complex and dynamic businesses, the continuous introduction of new products and services can create conditions ...

2001
L. Ann Griffin,

Escrow.com began implementation of XP as its development process in December 2000, in parallel with other significant organizational changes. This document describes the philosophical, logistical, physical and organizational changes that occurred both to enable XP implementation, and as a result of XP implementation. Implementation challenges as well as ongoing benefits of the XP process are di...

2004
Justin Cochran,

Customer intimacy is a relationship between a company and its customer, where the company collects information to better understand and serve the customer. Many online companies want to establish this relationship, and if successfully formed, it is expected that customer loyalty will increase, resulting in increased revenue for the company. However, the desire of the company to collect intimate...

Ali Ghasemi-Kia, Mohammad Mohebby,

In present study, effects of knowledge management on the customer relationship management is studied. Study technique is descriptive and survey. To test the study hypotheses firstly a questionnaire with 30 items was designed and applied to 80 managers survivor and directors of various parts of Hormozgan oil company. Then achieved information's were categorized in excel and their statistical pro...