The number of customer relationship management (CRM) implementations has grown dramatically in recent years. However, few academic studies of the issues associated with the implementation of the concept are available. This paper offers a modest contribution through the analysis of a case study of a CRM implementation at a UK-based manufacturing company. The case study illustrates that CRM is a ...

Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a clear agreement on what CRM is and especially how CRM should be developed remains lacking. It is now commonly understood that CRM involves technology, drives Marketing, Sales and Customer Services and i...

Commercial Banks and Financial Institutions are recognizing that they can no longer look at a customer from a specific product but must encompass the entire customer relationship to fully understand a client‘s profitability. From a strategic standpoint, Customer Relationship Management (CRM) mobilizes resources around customer relationships rather than product groups and fosters activities that...

Background and purpose: Customer relationship management research is utilized to explain the need for a more patient-oriented support. This paper argues about customer relationship managemet in healthcare Method: the present article has utilized the valid resources in the subject under study. Conclusion: CRM tools and strategies will be implemented in the marketing and service layer. The health...

In the recent years, customer relationship management (CRM) has being depictured by the software vendors as a cure-alls for the enterprises which wish to acquire, maintain efficiently customer share and at last to gain more profit in globalized market with fierce competition. However, the currently popular CRM marketing practice often produces disappointing outcomes. The more popular this marke...

Data mining has various applications for customer relationship management. In this proposal, we are introducing a framework for identifying appropriate data mining techniques for various CRM activities. This Research attempts to integrate the data mining and CRM models and to propose a new model of Data mining for CRM. The new model specifies which types of data mining processes are suitable fo...

This work provides a comprehensive customer-focused evaluation framework that businesses can use to assess their electronic customer relationship management (eCRM) readiness. The framework is intended to provide a big picture of the overall composition of e-CRM, to facilitate gap analysis, and to support a monitoring and feedback process. Knowledge management, trust, and technology are identifi...

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. Yet recent articles in the business press have described CRM implementation failures, and consequent company reluctance to invest in CRM. The potential for substantially improved customer relationship management, coupled with the high uncertainty surrounding failed implementation effort...

Customer Relationship Management is becoming increasing relevant in the corporate agendas and has been broadly studied by academic researchers. In the last few years and with the development of the digital economy, a new paradigm has emerged: virtual customer relationship management (virtual CRM). We have defined a conceptual framework to examine the relationship between the virtual CRM and e-b...

Customer modeling is a critical component of customer relationship management (CRM). Successful customer modeling requires a holistic view and the consolidation of all customer information available to the business, which is typically stored in a relational database. With this understanding, customer modeling in CRM can be viewed as a special case of the relational learning problem, a recent ex...