Travellers are becoming more price sensitive, less brand loyal and more sophisticated. To enhance guest loyalty, hotels must focus on developing Customer Relationship Management (CRM) strategies that aim to seek, gather, store and share guest information throughout the entire organisation for creating personalised, unique guests experiences. Although CRM in the hospitality industry has been def...

Evaluation and selection of a Customer Relationship Management (CRM) system for an organization is a complex and time-consuming process, which has all the difficulties and risks of selecting any type of enterprise-level software. Additional evaluation complexities arise for the organizations, where a versatile CRM will be used by many departments with disparate functions and a variety of the cu...

Cultural dimensions are often identified as a crucial influence on the success or failure of Information Systems in general and Customer Relationship Management Systems (CRM) in particular. Several researchers have suggested ways in which management can accommodate these dimensions or solve the problems they may pose. Ali& Alshawi (2005) have proposed a cultural dimensions framework for the man...

In the last few years Customer Relationship Management (CRM) has been the subject of considerable interest in the business world. This has sometimes resulted in exaggerated claims about the benefits on offer to organisations. This paper provides an insight to the underlying concepts of CRM, the technological changes, and the impact to the organisational structure, its processes and the three ma...

C ustomer Relationship Management (CRM) is premised on the belief that developing a relationship with customers is the best way to get them to become loyal and that loyal customers are more profitable than non-loyal customers. Frederick Reichheld has argued that a company can achieve significant increases in profits from only small improvements in customer retention rates. The strategy is to en...

Customer relationship management (CRM) has once again gained prominence amongst academics and practitioners. However, there is a tremendous amount of confusion regarding its domain and meaning. In this paper, the authors explore the conceptual foundations of CRM by examining the literature on relationship marketing and other disciplines that contribute to the knowledge of CRM. A CRM process fra...

After the implementation of national health insurance in Taiwan, the hospitals are facing severe operational competition, particularly in Taipei. Thus, to develop customer management model, hospitals have introduced Customer Relationship Management (CRM) to gain new customers, maintain the relationship with existing customers, and enhance customer satisfaction and loyalty. After analyzing the p...

Convergence of pervasive technologies, techno-centric customers and the emergence of digitized channels, overabundance of user friendly retail applications are having a profound impact on retail experience, leading to the advent of ‘everywhere retailing’. With the rapid uptake of digital complimentary assets and smart mobile applications are revolutionizing the relationship of retailers with th...

Customer relationship management (CRM) is about identifying a company’s best customers and maximising the value from them by satisfying and retaining them. As a business philosophy CRM is seen to be firmly rooted in the concept of relationship marketing, which is aimed at improving long-run profitability by shifting from transaction based marketing to customer retention through effective manage...

Customer Relationship Management (CRM) is a strategy that supports an organization’s decision-making process to retain long-term and profitable relationships with its customers. Effective CRM analyses require a detailed data warehouse model that can support various CRM analyses and deep understanding on CRM-related business questions. In this paper, we present a taxonomy of CRM analysis categor...