Managing Customers Relationships in Slovenian Companies

Managing Customer Relationships Under Competition: Punish Or Reward Current Customers?

Companies spend enormous resources on customer relationship management (CRM), but there is no clear understanding on two seemingly simple, but critical questions: (1) Should firms reward or punish their current customers? (2) Can CRM be profitable in a competitive setting? While CRM practitioners are enthusiastic about its win-win potential for firms and customers, the extant theoretical litera...

Managing Knowledge in Medium-Sized Software Companies

The software industry is an ideal case of information production with a high importance of knowledge and information management. This paper distinguishes information and knowledge management and points out the dependencies. It analyses the situation, enablers and restrictions to knowledge management in software companies. In two case studies, a number of obstacles to the introduction of knowled...

Managing Innovative IS Projects in Dot.com Companies

Best Face Forward: Improving Companies’ Service Interfaces with Customers

n the face of increasingly demanding customers and a shortage of skilled workers to serve them, companies are facing a crisis in customer interaction and relationship management. At the same time, networked technologies— from Web sites to kiosks to interactive voice response units—are enabling managers to " recruit " machines into front-office roles that drive down the costs of consumer interac...

Managing Change Toward eBusiness: Slovenian and Croation Perspectives

The main goal of the paper is to present the characteristics of business renovation efforts and readiness for electronic business (e-business) in Slovenia and Croatia. Renovation is presented as the highest level of strategy for managing change that commonly cannot be handled by continuous improvement and reengineering methods or organizational restructuring. This framework is expanded to e-bus...