Marketing concepts and definitions have remained relatively unchanged until recently. Electronic Customer Relationship Management (ECRM) has forced marketing managers to reevaluate how, when and to what extent they interact with their customers. Organizations will lose loyal customers if they do not recognize and react to the changing demands of customers. In addition, marketing to a new a cust...

Many municipal governments adopted 311 decades ago and have advocated access equality in citizens’ use of 311. However, the role of citizens in the development and usage of 311 remains limited. Channel choices have been discussed in various types of governmental information and communication technologies (ICTs), especially when the innovative technology has just been adopted. Much has supported...

Towards the development of a knowledge management practices survey for application in knowledge intensive organisations. Knowledge management in a multicultural environment: a South African perspective. Knowledge management in eBusiness and customer relationship management: South African case study findings. Nine drivers of knowledge transfer between universities and industry R&D partners in Ma...

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...

Due to the proliferation of information systems and technology, businesses increasingly have the capability to accumulate huge amounts of customer data in large databases. However, much of the useful marketing insights into customer characteristics and their purchase patterns are largely hidden and untapped. Current emphasis on customer relationship management makes the marketing function an id...

in the present study, the survey research strategy was used to investigate the effect of factors influencing the success of customer relationship management (crm) considering mediating effects of organizational factors. the population consisted of managers and employees in the sports services sector of six metropolitan hotels of iran and 67 hotels were selected as the study sample. the data wer...

Knowledge about customers is vital for supply chains in order to ensure customer satisfaction. In an ideal supply chain environment, supply chain partners are able to perform planning tasks collaboratively, because they share information. However, customers are not always able or willing to share information with their suppliers. End consumers, on the one hand, do not usually provide a retail c...

widespread usage of web technology provides an opportunity for business in order to use internet as the tool for management of electronic relationship with costumers. organizations that undertake expense of investment in this field, one of their primary purposes is improvement of satisfaction of costumers. for this reason, in most of organizations which use the system of electronic relationship...

It is evident that there is a strong competition among organizations and a sort of rapid change in the business environment is taking place. Therefore; organizations start thinking of how to improve their processes to stay competent. Knowledge has become a strategic resource and a basis of competitive advantage in the organization. However, many organizations lost sight of managing Knowledge to...

Customer involvement in product and service development (CIPS) is recognized as important for firms; yet the role of Information Technology (IT) in facilitating CIPS is understudied. We examine two enterprise technologies which improve knowledge available to decision makers: Business Intelligence (BI) and Customer Relationship Management (CRM). While CRM provides transactional information and k...