Strategic B2B customer experience management: the importance of outcomes-based measures

Information & CRM in E-Commerce 1 IMPORTANCE OF INFORMATION FLOW, CUSTOMER RELATIONSHIP MANAGEMENT & CUSTOMER SATISFACTION IN STRATEGIC MANAGEMENT OF E-COMMERCE Importance of Information Flow, Customer Relationship Management & Customer Satisfaction in Strategic Management of E-Commerce Author:

“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 ...

Strategic integration of knowledge management and customer relationship management

Purpose – The purpose of this paper is to introduce the concept of strategic integration of knowledge management (KM ) and customer relationship management (CRM). The integration is a strategic issue that has strong ramifications in the long-term competitiveness of organizations. It is not limited to CRM; the concept can also be applied to supply chain management (SCM), product development mana...

The Strategic Planning of B2B eHub

A new breed of industry known as B2B (business-to-business) ehub operation is emerging. Previous studies in this area focus either on its intermediation function or on its role as a supply chain optimization facilitator. In this study, we observed the functionality of ehubs in an integrative way and categorized them into seven groups. Each of the functional groups is analyzed and its role in B2...

Customer behavior mining based on RFM model to improve the customer relationship management

Companies’ managers are very enthusiastic to extract the hidden and valuable knowledge from their organization data. Data mining is a new and well-known technique, which can be implemented on customers data and discover the hidden knowledge and information from customers' behaviors. Organizations use data mining to improve their customer relationship management processes. In this paper R, F, an...