This chapter deals with how to use data mining technology to find interesting pattern, which can be organized for global customer retention. Customer relationship management (CRM) comprises a set of processes and enabling systems supporting a business strategy to build long term, profitable relationships with specific customers. Customer data and information technology (IT) tools shape into the...

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch poin...

The restaurant industry is one of the main productive sectors in Mexico that generates an important economic benefit for country, Mexican food particular recognized throughout world its great value and historical contribution. Derived from importance, it significant to consider offering quality customer service; However, if you want improve sector, must start by addressing all problems commonly...

words) This bibliography is intended to provide a resource for those interested in gaining an introduction to the area of service quality management systems. Service quality management systems are concerned with optimizing the customer-supplier quality relationship TO the benefit of both parties. That is, by meeting and exceeding the customers' expectations, the supplier may gain a competitive ...

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to its implementation and use. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points throughout the customer lifecycle...

This study examines the dimensions of web service quality based on e-customer’s expectations and perceptions. We develop operationalized web service quality constructs, and analyze their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service convenience. A...

Customer satisfaction in product design is the shaping and creating content of according to expectations wishes customer with understanding that I can sell which produce customer's requests In these days, where competition increasing, it extremely important ensure products will provide for businesses survive go one step further. For this reason, should realize studies recognize their customers ...