In order to compete for profitable customers, companies are looking to add value using Customer Relationship Management (CRM). One subset of CRM is customer segmentation, which is the process of dividing customers into groups based upon common features or needs. Segmentation methods can be used for customer portfolio analysis (CPA), the process of analyzing the profitability of customers. This ...

the purpose of this research is to explore the relationship between after sales service quality and customer satisfaction in informatics services corporation. based on available literature review and guidance of professors and expert people, after sales service elements were identified, which are contact, responsiveness, personnel efficiency, system/product efficiency, system availability, cust...

the aim of this study is to survey the relationship between total quality management and customer satisfaction. in this field research, we have used the standard questionnaire of fuentes et at (2004). the city of sanandaj is the statistical study of manufacturing companies and the statistical society, 135 managers and employees of the centers were randomly selected. in order to examining the re...

understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. this study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. service quality and customer satisfaction were measured by multiple dimensions. a research model was deve...

As IP technologies providing both tremendous capacity and the ability to establish dynamic secure associations between endpoints emerge, Virtual Private Networks (VPNs) are going through dramatic growth. The number of endpoints per VPN is growing and the communication pattern between endpoints is becoming increasingly hard to forecast. Consequently , users are demanding dependable, dynamic con-...

This study aims to test and analyze how the influence of Customer Experience Expectation on Satisfaction Loyalty D′ BestO Chicken & Burger in city Bukittinggi. The population that will be used as research is consumers who shop at outlets throughout Bukittinggi, totaling 100 people. sampling technique this was carried out by means a purposive method. In design based data collection methods, ...

modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. indisputably, knowledge management (km) plays a key role in the success of customer relationship management (crm). in this regard, customer knowledge management (ckm) is a newly developed concept that ...

This paper examines the importance of “spillover” effects of changes in industry concentration among vertically related industries over the period 1978-2006. Specifically, we investigate the timing, magnitude, and direction of the relation between changes in industry concentration across vertically related industries. We document that changes in customer industry concentration are positively re...