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...

As with many ‘socio-technical’ systems within companies, alignment of technical and business expertise is essential for decision outcomes that contribute to the competitiveness of the organisation. In this paper we explore these issues for a Consumer Behaviour Modelling and Customer Relationship Management (CBM/CRM) project within a High-Performance Computing (HPC) environment for a major finan...

As managers and academics increasingly raise issues about the real value of CRM, the authors question its direct and unconditional performance effect. The study advances research on CRM by investigating the role of critical mechanisms underlying the CRM-performance link. Drawing from the sources→positions→performance framework, the authors build a research model in which two strategic postures ...

The implementation of Information and Communication Technology (ICT) project constitutes a major change for any organization, the actual implementation appears to be very heavily biased toward the technological aspects while paying little attention to managing the changes in process, structure and culture. Besides, we wonder what kind of measures should be taken along with the shifts induced by...

Retail brands (RBs) have become a strategic feature of the retail industry. Their role in building consumer loyalty is usually taken for granted and yet has not been completely identified. The purpose of this paper is to understand how retailers manage customer knowledge relationship management through an integrated framework of CRM and Knowledge management for retail brands and their role in b...

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...

Customer relationship management (CRM) is a business philosophy that has emerged and gained prominence in the field of IS in recent years. Organisations have begun to realise that creating a dynamic substantial relationship with each customer may lead to sustained business success. While numerous firms have bought into the CRM concept many organisations are now trying to evaluate whether their ...

E-commerce allows a level of closeness in customer-to-store interaction that is far greater than imaginable in the physical world, leading to unprecedented data collection, especially about the ‘process of shopping’. The desire to understand individual customer’s behavior and psychology at a deeper level by mining this data has led to significant advances in on-line customer relationship manage...

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...

Marketers and advertisers seek to get close to customers through data analytics procedures that allow for the measurement of personalized messages delivered across multiple communication touchpoints. This article tests a hierarchical integrated marketing communications data integration framework that utilizes customer information (transactional, demographic and psychographic) to develop persona...