This paper tests a hypothesis about implementing Customer Relationship Management (CRM) in a university environment. CRM was designed for private sector companies for the management of customer relationships in the preand post-sales cycles. Our hypothesis is that CRM can be configured to meet the requirements of a university recruiting environment. We tested the hypothesis by actually configuri...

This research investigates the influence of industry on electronic customer relationship management (ecrm) performance. A case study approach with two cases is applied to evaluate the influence of ecrm on customer behavioral and attitudinal loyalty along with customer pyramid. The cases covered two industries consisting of computer and automotive industries. For investigating customer behaviora...

Management Financial Management Multi-currency

Customer Relationship Management is a strategy that seeks to select, cultivate and manage an organisation’s most profitable customers with a view to increasing long-term profitability. To achieve this, staff must have necessary information readily available when dealing with customers. Yet, most published papers to date focus on information requirements at a macro or management level rather tha...

a r t i c l e i n f o This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based performance. Both qualitative and quantitative...

After a brief presentation of the aspects regarding the planning of a customer relationship management (CRM) project, we emphasize the factors that assure the success of such an approach. In order to obtain the attended results, an organization needs the best selection of the project manager and the most efficient teamwork, which implies employees from the company’s departments and also IT spec...

In order to achieve competitive advantage, 21st century organizations will make substantial investments in information technology (IT). Effective human resource practices in the IT field will therefore be critical. We investigated the applicability of general mental ability and personality test scores in predicting high-performing IT professionals. Data collected from 94 information technology ...

In today’s customer-centric business environments, the company’s ability to improve execution to meet customer needs and requirements often dictates its competitiveness and long-term profitability. iven the increasing importance of customer satisfaction to the company’s survival, this paper focuses on the typical call center environment where customers’ service inquiries should be answered in a...

In recent years management of customer requirements has been the foremost concern of most manufacturers. In this paper, we consider a single-period problem in which the manufacturer faces stochastic demand and individual service level constraints from multiple customers. We present a formulation for the problem that utilizes the structure of the underlying allocation problem and provide an algo...

Quality function deployment is a well-known customer-oriented design procedure for translating the voice of customers into a final production. This is a way that higher customer satisfaction is achieved while the other goals of company may also be met. This method, at the first stage, attempts to determine the best fulfillment levels of design requirements which are emanated by customer needs. ...