Purpose – Processes in customer relationship management (CRM) are classified as knowledge-intensive processes. This paper seeks to provide a framework for knowledge management (KM) support of CRM processes and to show how this framework was applied in three action research cases. Design/methodology/approach – In a long-term cooperation with several leading companies the authors developed a fram...

Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment. Moreover, customer knowledge is an important issue for CRM implementation. Reviewing the literature, we found many studies that analyze the crucial role played by KM initiatives as determinants of the success of CRM. Moreover, ...

Knowledge about customers is vital for supply chains in order to ensure customer satisfaction. In an ideal supply chain environment, supply chain partners are able to perform planning tasks collaboratively, because they share information. However, customers are not always able or willing to share information with their suppliers. End consumers, on the one hand, do not usually provide a retail c...

The nature and quality of a firm’s dialogue with its customers is a core capability. Few firms are able to manage this dialogue effectively and use what they know to add more value for customers and ultimately improve firm performance. Knowledge management (KM) functions are therefore being asked how their expertise can help companies do a better job in this area. This paper examines the wide v...

Partner phubbing (Pphubbing) can be best understood as the extent to which an individual uses or is distracted by his/her cell phone while in the company of his/her relationship partner. The present study is the first to investigate the oft-occurring behavior of Pphubbing and its impact on relationship satisfaction and personal well-being. In Study 1, a nine-item scale was developed to measure ...

The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. CRM, a recent marketing paradigm, pursues long-term relationship with profitable customers. It can be a starting point of relationship management to understand and measure the true value of customers since marketing management as a whole is to be deployed toward the targeted customers and...

Many software products are produced as a commission from one company to another. Much of the software used by the United States government is commissioned from and maintained by commercial companies. Often the contracts that define the commission call for reviews to be held in which both the producers and consumers of the software products participate. In this issue of Strategic Software Engine...

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer-centric processes. Companies that successfu...

Using a dual lens of Stakeholder Theory (ST) and Relationship Marketing (RM), this exploratory case study considers the perceptions and attitudes of each stakeholder regarding the initial design, development, and subsequent testing of an electronic customer relationship management (eCRM) tool. Through the use of in-depth interviews, member-checking interviews, and data from actual customer tran...

Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the proces...