IT Support for Customer Relationship Management
نویسنده
چکیده
Since the mid 1980s marketing has no longer merely concentrated on the design of individual interactions but has also considered or even focused on the design of the entire customer relationship (cf. e.g. Dwyer and Schurr and Oh 1987; Rogers and Peppers 1994; Peter and Schneider 1994). Against the background of increasing purchaser power in saturated, transparent markets, this reorientation is obvious from today’s standpoint: after all, individual transactions or interactions are normally based on a comprehensive, long-term customer (or supplier) relationship. Unlike transaction marketing, which considers the individual transactions in isolation and where the emphasis is on winning customers and selling, relationship marketing therefore concentrates on the long-term maintenance of the customer relationship, i.e. customer retention (Schulze 2000, 12-13).
منابع مشابه
Determining the Key Indicators affecting Electronic Customer Relationship Management (e-CRM) Using an integration of balanced scorecard and fuzzy screening techniques (Case Study: Companies Covered by Parsian Data-Processors Group)
Nowadays, increasing competition among companies and the huge cost of attracting new customers has led to companies seeking to retain existing customers rather than looking to attract new customers. These factors together have led to the emergence of customer relationship management. Thanks to the development of information and communication technology, especially the Internet, the use of custo...
متن کاملInvestigation The Effectiveness Of Customer Relationship Management Factors In Isfahan Tourism And Travel Agencies
The aim of this study is assessing the effectiveness of Customer Relationship Management factors in Isfahan tourism and travel agencies by Structural Equation Modeling (SEM). It is practical according to the goal and it’s a kind of descriptive survey in terms of methodology. Research population included all of staffs and managers at tourism and travel agencies in Isfahan in 2012 that 274 of the...
متن کاملFeasibility of customer relationship management implementation from employees and managers perspective of Melli Bank in Esfahan city
The purpose of this study is the feasibility of customer relationship management implementation from employees and managers' perspective of Melli bank in Esfahan city by using structural equation modeling (SEM). This study is applicable in terms of purpose and descriptive –survey in terms of method. The sample population of this study was employees and managers of Melli bank in Esfahan city in ...
متن کاملTowards flectronhc Customer Relationship Management: An e-CRM Solutions Development Methodolo
customer is felt more and more. Today organizations can't make it faraway without giving attention to their customer's needs. For this purpose organizations try out many concepts which can help them be leader in managing their customers. One such concept is the Customer Relationship Management (CRM). CRM has come a long way since its inception in business circles and its major change is felt in...
متن کاملcustomer data collection and analysis : how do firms de - velop competence in customer intelligence management ?
Executive Summary Customer Intelligence Management (CrIM) is a member of the intelligence management family, sharing a variety concerns and practices with business intelligence (BI) and competitive intelligence (CI). Its origins can be traced to practices of customer relationship management and marketing and advertising science. It is especially associated with Customer Relationship Management ...
متن کاملCustomer Relationship Termination Problem for Beta-Geometric/Beta-Binomial Model of Customer Behavior
We deal with the relationship termination problem in the context of individual-level customer relationship management (CRM) and use a Markov decision process to determine the most appropriate occasion for termination of the relationship with a seemingly unprofitable customer. As a particular case, the beta-geometric/beta-binomial model is considered as the basis to define customer beha...
متن کامل