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 ...

Article history: Received 23 May 2008 Received in revised form 13 January 2009 Accepted 15 January 2009 This paper applies a social exchange perspective to understand the internal contingencies of the relationship between entrepreneurial orientation (EO) and performance. It focuses on two aspects of social interactions among functional managers (procedural justice and trust), as well as on thei...

CRM is a strategy that integrates concepts of knowledge management, data mining, and data warehousing in order to support an organization’s decision-making process to retain long-term and profitable relationships with its customers. This research is part of a long-term study to examine systematically CRM factors that affect design decisions for CRM data warehouses in order to build a taxonomy o...

In this article we discuss the importance of customer-orientation for corporate success. Customer-orientation is not merely managerial jargon, although a quick glance through annual reports would lead one to such a conclusion. There is some substantial meaning in the concept. Customerorientation is not the exclusive right of the marketing department. In fact, we argue that customer-orientation ...

IT professionals are finding that more of their IT investments are being measured against a knowledge management (KM) metric. Those who want to deploy foundation technologies such as groupware, CRM or decision support tools, but fail to justify them on the basis of their contribution to KM, may find it difficult to get funding unless they can frame them within the KM context. Determining KM's p...

Purpose – The purpose of this paper is to introduce the concept of strategic integration of knowledge management (KM ) and customer relationship management (CRM). The integration is a strategic issue that has strong ramifications in the long-term competitiveness of organizations. It is not limited to CRM; the concept can also be applied to supply chain management (SCM), product development mana...

This exploratory case study research applies a processual analysis (Pettigrew, 1997) to the implementation of a Customer Relationship Management (CRM) system from a knowledge management perspective to a contemporary (1999-2004) situation within Birmingham City Council. A specific focus is given to areas neglected in previous CRM studies sub-cultures, psychological contracts, how tacit knowledge...

a r t i c l e i n f o The importance of the customer's role in the management of a firm has been increasing for the last twenty years. A firm's organizational capabilities, both internally and externally oriented, are essential for increasing customer value creation and the focus of this paper is on market orientation, knowledge management and customer relationship management. The aim of the st...