Nowadays, many companies collect Voice of the Customer (VOC) in order to understand more about customers and the way they think about the companies or products/services. Many collection methods are being used to capture those valuable resources. This paper introduces “VOC 3.0”, a new Voice of the Customer (VOC) collection method through customer co-creation. This new method is aiming to create ...

Developing and maintaining marketing relationships have been widely examined in the literature. The impact of relationships on firm performance extends the understanding of previously defined key relationship marketing elements. Such an understanding spans the gap between relationship marketing theory and practice. We hypothesis that the relationship marketing attributes of communication, power...

In light of the growing relevance of customeroriented business strategies IT investments in the field of Customer Relationship Management have increased considerably. However, firms often could not realize sufficient returns on these IT investments. One major reason for this failure seems to be the lack of appropriate approaches to determine the economic impact of such investments ex ante. Ther...

Prepaid customers in mobile telecommunications are not bound by a contract and can therefore change operators (‘churn’) at their convenience and without notification. This makes the task of predicting churn both challenging and financially rewarding. This paper presents an explorative, real world study of prepaid churn modeling by varying on three dimensions: data, outcome definition and popula...

Numerous health websites are developing rapidly in China and the competition is fierce between these websites. In order to win the competition, the websites operators need to satisfy their customers to attain more market shares. But few attention has been paid to factors affecting customer satisfaction and loyalty on these websites. As a result, the paper aims to empirically explore the factors...

Loyalty systems provide an interesting possibility for vendors in customer relationship management. This holds for both real world and online vendors. Beside potential benefits of loyalty systems, customers may fear an invasion of privacy, and thus often refuse to participate in such programs. In this paper, we present two variants of a privacyfriendly loyalty system to be used by online vendor...

This study examines the factors that make a firm more or less likely to adopt or upgrade an electronics communication program. Both the factors and their relative importance are hypothesized to differ, depending on whether initial adoption or upgrading is the predicted behavior. Such information is important to marketers, because it can be used to more effectively target and provide value to th...

Customer Relationship Management (CRM) is a strategy that supports an organization’s decision-making process to retain long-term and profitable relationships with its customers. Effective CRM analyses require a detailed data warehouse model that can support various CRM analyses and deep understanding on CRM-related business questions. In this paper, we present a taxonomy of CRM analysis categor...

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...