Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer-centric processes. Companies that successfu...

For many large scale companies, especially those operating in future deregulation markets, Customer Relationship Management (CRM) is becoming an increasingly important business success factor. After a short introduction to issues in Customer Relationship Management, this paper highlights facets and experiences from a CRM project, describes our view of the role of Data Warehousing for CRM purpos...

In spite of the enormous information technology (IT) investments that have been and are expected to be made to customer relationship management (CRM), customer satisfaction appears unchanged. This suggests that factors other than those related to IT performance determine CRM effectiveness. This study proposes and develops a CRM effectiveness construct comprised of three dimensions: IT performan...

In recent years, marketers have paid lots of attention to a new field called social CRM, created from the combination of social media and traditional customer relationship management (CRM) practices. In the past, traditional CRM practices have mainly focused on the task of valuing individual customers’ profitability through relationship management over time as the proxy of creating the firm’s v...

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term r...

Organizations have increasingly recognized the importance of managing customer relationships, and many organizations are turning to customer relationship management (CRM) to better serve customers and facilitate closer relationships with them. This paper examines the implementation of CRM at the Housing and Development Board (HDB) in Singapore. The CRM architecture (comprising operational CRM, ...

Customer relationship management (CRM) in business‐to‐business (B2B) e‐commerce Yun E. Zeng H. Joseph Wen David C. Yen Article information: To cite this document: Yun E. Zeng H. Joseph Wen David C. Yen, (2003),"Customer relationship management (CRM) in business#to#business (B2B) e#commerce", Information Management & Computer Security, Vol. 11 Iss 1 pp. 39 44 Permanent link to this document: htt...

This study examined the impact of E-CRM on customer loyalty with mediating effect satisfaction in banking industry. Customer is important for because when customers are satisfied services offered by their service providers, relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ who were and analyzed structural eq...

The rapid expansion of global marketplaces and the recent developments of ICT have led to the greater business opportunities. In their quest to build close relationships with their customers, many businesses have turned to customer relationship management (CRM). This study examines the effects of ICT infusion embodied in three CRM elements on CRM performance, partnership quality and customer lo...