Online customer relationship management (e-CRM) has gained tremendous popularity in the business world recently. This paper presents a framework for classifying entities in the healthcare field. It also describes planned work related to the investigation of critical success factors for some of the entity types.

For many large scale companies, especially those operating in future deregulation markets, Customer Relationship Management (CRM) is becoming an increasingly important business success factor. After a short introduction to issues in Customer Relationship Management, this paper highlights facets and experiences from a CRM project, describes our view of the role of Data Warehousing for CRM purpos...

T paper shows that corporate social responsibility (CSR) and firm value are positively related for firms with high customer awareness, as proxied by advertising expenditures. For firms with low customer awareness, the relation is either negative or insignificant. In addition, we find that the effect of awareness on the CSR–value relation is reversed for firms with a poor prior reputation as cor...

It is becoming increasingly apparent from the literature that marketers need to consider customer-level information when they generate a marketing strategy for the firm. In this article, the authors develop a customerfocused framework that uses a marketing strategy with an overall objective of maximized financial performance. This strategy is driven by seven customer-level marketing tactics and...

This paper presents a project management model for customer relationship management projects for the financial service industry. Key findings from a survey of both financial institutes and software vendors are then presented. It is suggested that a good communication management can increase the success rate of CRM projects. The other important areas are scope management, quality management, tim...

Feel lonely? What about reading books? Book is one of the greatest friends to accompany while in your lonely time. When you have no friends and activities somewhere and sometimes, reading book can be a great choice. This is not only for spending the time, it will increase the knowledge. Of course the b=benefits to take will relate to what kind of book that you are reading. And now, we will conc...

The literature suggests that ethical climate may actually contribute to organizational success by enhancing employee performance. Ethical climate is considered to be highly relevant to the hospitality industry, since it enhances service-providers’ contact with customers. This study reinforces previous researches by exploring the relationships between ethical climate, service, and customer satis...

The purpose of the paper is to discuss the future development of the business-to-business marketing curriculum. The conventional method of sub-dividing the overall marketing curriculum is appraised, and the legitimacy of business-to-business marketing as a component of the curriculum is assessed. Broad debates on business and marketing education, concerning managerial relevance and the place of...

This work provides a comprehensive customer-focused evaluation framework that businesses can use to assess their electronic customer relationship management (eCRM) readiness. The framework is intended to provide a big picture of the overall composition of e-CRM, to facilitate gap analysis, and to support a monitoring and feedback process. Knowledge management, trust, and technology are identifi...

H. Madduri S. S. B. Shi R. Baker N. Ayachitula L. Shwartz M. Surendra C. Corley M. Benantar S. Patel In this paper, we present the architecture of the IBM Tivolit Change and Configuration Management Database. Its main features include a rich data model, automatic discovery of data for configuration items, visualization of application dependencies on configuration items, and multicustomer suppor...