Customer Experience Management: An Absolute Way to Delight the Customers

“investigating the relationship between knowledge management and customer satisfaction considering to the e-services”

چکیده : این مطالعه تاثیر مدیریت دانش بر رضایتمندی مشتریان با توجه به خدمات الکترونیک در سازمان حمل و نقل و پایانه های استان سیستان و بلوچستان را مورد بررسی قرار می دهد. جامعه آماری این تحقیق مدیران، سرپرستان و کارشناسان مشغول به کار در سازمان حمل و نقل و پایانه های استان سیستان و بلوچستان بوده که مجموعا 94 نفر می باشند. برای تعیین حداقل نمونه از جدول مورگان استفاده شده است. که با توجه به جدول ...

Front cover Retain and Delight Your Customers by Applying IBM Predictive Customer Intelligence

Extending customer relationship management: from empowering firms to empowering customers

Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper explores and analyses contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within C...

A Customer Relationship Management System to Target Customers at Cisco

This case describes the implementation of an Internet empowered Customer Relationship Management (CRM) at Cisco Systems Inc. After describing the organizational background of Cisco, the case takes the student into the issues that the executives faced after the market crash in 2001. John Chambers, Cisco CEO, and his team decided to strengthen Cisco’s relationship with the customers so that the c...

Presenting a Model of Customer Experience Management in Mobile Banking Industry for Commercial Banks Customers in Dubai

The current research has been conducted to provide a model for customer experience management in the mobile banking industry for customers of commercial banks in Dubai. An explorative mixed methods research (qualitative and quantitative) was used in the research. Data were gathered in both qualitative phase (based on grounded theory) and quantitative phase (based on cross-sectional survey metho...