E-services have been recognized for their contribution to strengthening customer relationships and fostering customer loyalty. While prior research has focused on the role of e-services in business-to-consumer interactions, this chapter studies e-services in the business-to-business domain. More specifically, it explores how the preferences for e-services and electronic channels change over tim...

In today’s competitive climate, customer relationship management (CRM) has become an essential component in airline business strategies. CRM in the airline industry would be based on analyzing customer data in order to understand preferences and behavior. In this paper, we apply data mining techniques to real airline frequent flyer data in order to derive CRM recommendations and strategies. Clu...

With the number of e-Business applications dramatically increasing, a service level agreement (SLA) will play an important part in Web services. The SLA is a combination of several quality of services (QoS), such as security, performance, and availability, agreed between a customer and a service provider. Most existing research addresses only one of these QoS metrics. Furthermore, in the case o...

As online services become more pervasive and complex, customer experience is becoming a key competitive differentiator. Customer expectations are rising, and bandwidth requirements of online services are increasing. Internet service providers are faced with a difficult tradeoff between managing the costs of services and bandwidth requirements on the one hand, and meeting customer expectations o...

Financial Services firms require processes and systems which can support and maintain customer-related information for the purposes of core business-focussed activity. Specifically within the investment banking sector, the importance and criticality of such customer information underpins the firm’s ability to transact sales, trading and other advisory-based services in an efficient and relevant...

Companies have made their best efforts to sustain ongoing relations with their customers and thus generate as much revenue and profits as possible through CRM (Customer Relationship Management). One of the key marketing tools of CRM is target marketing. Target marketing is a marketing strategy that analyzes certain goods and services preferred by existing customers, develops new goods and servi...

Most companies offering prepaid mobile services destroy value by ignoring customer lifecycle management, an approach used successfully in many other service industries. Instead of tailoring marketing strategies to the behavior and probable lifetime value of specific customer groups, these mobile operators often deploy blanket promotions that give away value needlessly through discounts or free ...

As the Internet paved the way for electronic businesses, ubiquitous services (u-services) will be the next wave launched by electronic services based on current customer information potential. However, privacy is a strategic issue and has been identified as a key hindrance to u-services. As a proactive approach and drawing upon integrative social contracts theory, this study presents a proactiv...

In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...