Success in implementing a Customer Relationship Management (CRM) system requires close attention to data quality issues. However, most of the literature focuses on the quality of the input streams rather than the quality of the customer data integration (CDI) and customer recognition outcomes. This paper describes some preliminary research into the creation and validation of quality metrics for...

Since online customer review has significant impacts on customer's purchase decision and product sales, it has been regarded as a new marketing tool nowadays. Moreover, some online transactional platforms and sellers are trying to encourage customers to provide reviews of high-quality by offering a reward. With the empirical analysis of 1044 samples from a famous C2C e-platform website, results...

Customer relationship management (CRM) is a business philosophy that has emerged and gained prominence in the field of IS in recent years. Organisations have begun to realise that creating a dynamic substantial relationship with each customer may lead to sustained business success. While numerous firms have bought into the CRM concept many organisations are now trying to evaluate whether their ...

It is evident that there is a strong competition among organizations and a sort of rapid change in the business environment is taking place. Therefore; organizations start thinking of how to improve their processes to stay competent. Knowledge has become a strategic resource and a basis of competitive advantage in the organization. However, many organizations lost sight of managing Knowledge to...

Customer involvement in product and service development (CIPS) is recognized as important for firms; yet the role of Information Technology (IT) in facilitating CIPS is understudied. We examine two enterprise technologies which improve knowledge available to decision makers: Business Intelligence (BI) and Customer Relationship Management (CRM). While CRM provides transactional information and k...

the purpose of the present study is to investigate the relationship between intellectual capital (human capital efficiency, customer capital efficiency, and structural capital efficiency) and economic value added of the listed companies on the tehran stock exchange (tse). the population includes 39 firms selected through systematic sampling. the data is collected from the audited financial stat...

Customer Relationship Management (CRM) adoption is both a relevant research topic in academia and a challenge for practitioners. We understand CRM as a complex concept that includes technology, strategy and philosophy. In this research, we propose an analysis of CRM organisational dynamic capabilities. The main goal is to apply a dynamic capabilities perspective to analyse how companies can imp...

These are lecture notes for a course given by the authors during the program Automorphisms of Free Groups: Geometry, Topology, and Dynamics, held at the CRM (Barcelona) in 2012. The main objective of the notes is to describe Bonahon’s construction of Thurston’s compactification of Teichmüller space, in terms of geodesic currents on surfaces. In the final section, we present several extensions o...

If you had invested in an index mutual fund pegged to the Standard & Poors 500 at the beginning of 1990, you’d have done very well. But if you had invested in a fund consisting of companies that excel at customer management, your investment would have outperformed the Standard & Poors 500 by 300 percent! The lesson is clear: companies that actively manage and nurture their customer relationship...