Share of wallet is a key factor in Customer relationship management system (CRM) which is an important application of E-business. Research has found that share of wallet is an important indicator to measure customer loyalty and customer potential value. On the basis of the existent marketing literatures, this study analyzes the variables influencing share of wallet according the traits of the B...

Evidence suggests that small to medium sized enterprises (SMEs) have failed to capitalize on the Internet to facilitate the management of customer relations (e-CRM) and the creation of competitive advantage (Chen & Popovich, 2003; Geiger & Martin, 1999; McGowan et al., 2001; O’Toole, 2001). This is attributed to a lack of influence, time, finance and specialised knowledge, (Carson & Gilmore, 20...

The ISO certified ontology of the CIDOC CRM provides the concepts to model archaeological data in their semantic context while the Open Geospatial Consortiums (OGC) defines standards for geographic information. In this paper we present the CRMgeo extension which integrates the CIDOC CRM the with the OGC standard of ‘GeoSPARQL– A Geographic Query Language for RDF Data’ which is based on concepts...

Although many companies have spent a great deal of money to adopt CRM (Customer Relationship Management) technologies, many have not seen satisfactory returns on their CRM installations. One of the reasons for such dissatisfaction and low ROI may be the lack of a comprehensive approach to evaluating the impact of CRM technologies, which are very different from traditional cost-cutting and quali...

The paper describes the preparation and production of the reference materials, IRMM-1000a and IRMM-1000b, certified for the production date based on the 230Th/234U radiochronometer in compliance with ISO Guide 34:2009. The production date of the reference materials corresponds to the last separation of 230Th from 234U, i.e. when the initial daughter nuclide content in the material was finally r...

Nowadays the preservation of the planet is spreading into the international scene with the use of renewable energy sources such as bioethanol. The challenge is to guarantee the quality of produced bioethanol, and the electrolytic conductivity (EC) is one of the specified parameters for this purpose. However, is necessary to demonstrate the metrological traceability of the measurement results fo...

In this paper we report a case study on how firms realize the business value of CRM by developing CRM-enabled ambidexterity to simultaneously pursue stability and develop adaptability. Results show that as the focal firm used CRM as a platform for standardizing operations and building routines, the top management team (TMT) and the operation team worked together to reflexively monitor the statu...

Continual advances in information technology (IT) have opened new business opportunities in global marketplaces. As a result, many businesses have turned to CRM to gain greater insights into their customers and apply this knowledge toward forging long-term relationships with them. This study examines the relationships of CRM practices (marketing and operational programs) with three antecedent e...

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...