The aim of the paper was to present research on status for use financial information systems and CRM or ERP modules customer relationship management support relations, in particular identify these depending type an enterprise Podkarpackie province (voivodeship). At same time, study examined whether system coupled with enterprise’s accounting terms importing information, sources obtaining were i...

Service employees’ willingness to report complaints (WRC) is an important determinant of firms’ long-term growth. Despite its importance, we know little about the factors that drive or hinder employees’ WRC. Drawing on the job demands-resources (JDR) model, we propose job resources (supervisor support and employee empowerment) and job demands (perceived customer unfriendliness and workload) as ...

In traditional help desk service centres, service engineers provide a world-wide customer support service through the use of long-distance telephone calls. Such a mode of support is found to be inefficient, ineffective and generally results in high costs, long service cycles, and poor quality of service. With the advent of Internet technology, it is possible to deliver customer service support ...

lobal competition is leading many corporations to differentiate themselves by the quality of their service and support to customers, in addition to product quality. Companies are investing in tools, products, and applications that can help their employees meet customers' rising expectations for fast and accurate response. This is an effective way to establish an edge over the competition, since...

To better cope with the future of competition, more and more firms tend to integrate customers into value co-creation process that requires customer-firm interaction. Also, mass customization can occur at various points along the value chain, ranging from the simple standardized build-to-to-order product, up to fully customized design one, which requires the coordination of the functional strat...

Increasingly heterogeneous customer demands in software development have led to growing research into the effectiveness of customization projects. Despite the widespread assumption of a positive relationship between customer involvement and project success, there is limited empirical research on the mechanism that translates customer knowledge into project success and other positive customer ou...

To support personalized marketing, it is necessary to identify an individual customer’s true value. Various researches on customer value have conducted under the name of Customer Lifetime Value (CLV), Customer Equity, Customer Profitability, and Lifetime Value. In this paper we present issues of calculating individual customer’s lifetime value to deploy more personalized CRM activities. We prop...