The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. Yet recent articles in the business press have described CRM implementation failures, and consequent company reluctance to invest in CRM. The potential for substantially improved customer relationship management, coupled with the high uncertainty surrounding failed implementation effort...

Many businesses have turned to customer relationship management (CRM) to strategically position themselves in electronic marketplaces with information and communication technologies (ICT). With greater emphasis placed on the application of technology, does the infusion of ICT influence a business’ ability to retain its customers? This study examined the relationships among three CRM elements be...

The following research report presents the results of studies on CRM solutions and proposes a new approach to overcome identified limitations of CRM implementations. This paper is based on work that has been carried out in a EU founded project on innovative solutions to improve the management of customer relationship and complements previous research of the =mcminstitute in this field. Derived ...

Four mineral oil certified reference materials (CRMs), NMIJ CRM 7902-a, CRM 7903-a, CRM 7904-a, and CRM 7905-a, have been issued by the National Metrology Institute of Japan, which is part of the National Institute of Advanced Industrial Science and Technology (NMIJ/AIST), for the determination of polychlorinated biphenyls (PCBs). The raw materials for the CRMs were an insulation oil (CRM 7902-...

BACKGROUND The aim was to determine the effect of the circumferential resection margin (CRM) on overall survival following surgical excision of rectal cancer. METHODS The effect of CRM on survival was examined by case mix-adjusted analysis of patients undergoing potentially curative excision of a rectal cancer between 1998 and 2002. RESULTS Of 1896 patients, 1561 (82.3 per cent) had recorde...

Several authors and consulting firms show statistics indicating that at least 50% of all CRM projects fail. Some of them attempt to point out a list of factors in order to guarantee successful CRM implementation and application. However, few people (either academics or practitioners) attempt to discuss or consider the essence of the idea of CRM. The main goal of this exploratory research is to ...

For an organisation to undertake a Customer Relationship Management (CRM) implementation program it needs to consider a multitude of requirements. Some authors have hinted at viewing CRM within a wider perspective than just customer centric perspectives. The aim of this paper is to discuss the domain and conceptualise some of the requirements of CRM from an organisation’s point of view. An orga...

Crew resource management (CRM) is a training concept for optimising the use of all available resources (e.g. human, technology, organisation) within high-risk operations. It has its origins in aviation, but the principles and methods of CRM are already used in many other industries, like medicine or fire service. In order to raise the reliability of teams working in these industries, it is impo...

Over the past 10 years, a number of studies have pointed out that many e-CRM projects fail to deliver the expected benefits. In the business-to-business e-CRM market, many customers have faced issues with technology implementation, management of organizational change, and/or e-CRM effectiveness. However, none of these studies mentioned PeopleSoft. In fact, PeopleSoft’s e-CRM has been a best-of-...

Recently the Customer Relationship Management (CRM) has been achieved an increasing popularity in business management. CRM includes all the steps which an organization employs to create and establish beneficial relationships with the customers. Using technologies such as data warehousing and data mining CRM can be introduced as a new area where companies can gain the competitive advantage. Via ...