In 1996, the IRS created and implemented its own website—irs.gov—to allow taxpayers easy access to IRS information and resources at their own convenience. Since the site’s inception, the IRS has relied on web analytics to assess the site’s usefulness and to make improvements to enhance the customers’ experiences and satisfaction. Serving customers and improving customer satisfaction within the ...

This document captures experiences in implementing systems based on the ENUM protocol and experiences of ENUM data that have been created by others. As such, it clarifies the ENUM and Dynamic Delegation Discovery System standards. Its aim is to help others by reporting both what is "out there" and potential pitfalls in interpreting the set of documents that specify the ENUM protocol. It does no...

We propose to demonstrate a system that helps enterprises manage their social Customer Relationship Management (CRM) presence. Our system performs deep analytics over consumer posts and authors to help companies monitor their CRM presence, and to identify and respond to actionable posts. In this paper we share challenges and experiences in building this system. Findings yield a step change in t...

The growth of business-to-consumer (B2C) ecommerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C ecommerce. Drawing upon the theori...

Business Process Management has substantially matured over the last two decades. The techniques, methods and systems available to scope, model, analyze, implement, execute, monitor and even mine a process have been scientifically researched and can be in most cases deployed in practice. In fact, many of these BPM capabilities are nowadays a commodity. However, an opportunity‐rich environment an...

Nowadays, manufacturing companies have been working based on people-oriented approach. Customer satisfaction is currently not only for external customers but also required for internal customers. In this context, human resource is one of the most important resources to manage and vital for manufacturing companies in terms of customers, employees and managers. With this perception, The Human Res...

Over the past 30 years a significant stream of research has investigated the importance of satisfying or delighting customers and the potential negative consequences that stem from customer dissatisfaction. For example, we know that dissatisfied customers are more likely to complain, tell others about their negative experiences, and switch suppliers (for a summary of this research, see Sheth an...

Economic globalization and Information Technology development have intensified the competition among modern enterprises, independent of the trade and sector in which they develop. In this intense battle, the customer relationship has arisen as an important resource for establishing a competitive position against the rest of competitors. Customer Relationship Management (CRM), particularly, is a...

Negotiation and agreement generally require models of the peers who are involved in the negotiation. One typical area where negotiation takes place is in selling and retailing, which is also known as Customer Relationship Management (CRM). Customers and products are usually modelled using previous retailing experiences with similar or dissimilar customers and products. Machine learning is typic...

It’s common for most large organizations to have multiple customer relationship management (CRM) systems in place at one time to cater to a range of operations, including branches, call centers, e-commerce, sales force automation (SFA), analytics and lead management. In the majority of cases, these systems are based on platforms from a number of diverse software vendors, which are only sometime...