The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term r...

The purpose of this paper is twofold. First it outlines the basic methodology for improving the design and manufacture of information products through the development, implementation, and monitoring of an information product quality strategy. Secondly, it shows how existing marketing techniques can be used to construct an information product quality strategy through the application of customer ...

The market enthusiasm generated around investment in CRM technology is in stark contrast to the naysaying by many academic and business commentators. This raises an important research question concerning the extent to which companies should continue to invest in building a CRM capability. Drawing on field interviews and a survey of senior executives, the results reveal that a superior CRM capab...

We aim to understand how the customer relationship portfolio of a subcontractor changes as the subcontractor evolves its capabilities. While this line of research is under-investigated in the literature on business relationships, we believe that it is a crucial aspect to gaining new insights about how competitive advantages are developed in industrial markets. To address this research question ...

The present study explores the relationship between the e-business maturity and the perceived benefits from (Information and Communication Technologies) ICT at the firm level. We aim to debunk this relationship in terms of its strength and stability, and to explore the conditions which may influence it. Taking an economic approach, we hypothesise that the relation between e-business maturity an...

deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges practitioners must address to manage the multichannel environment more effectively: (a) data integration, (b) understanding consumer behavior, (c) ...

It is a common problem for companies to sustain high levels of customer satisfaction in social media where customer opinions and attitudes propagate through a large population quickly. The value of customer participation has been emphasized in order to improve the information exchanging between customers and companies. Value co-creation is one of the most important ways to achieve that goal; an...

Supply chain integration nowadays is considered an important approach to building and sustaining competitive advantages. Many previous empirical researches have investigated trust and power between suppliers and customers, yet, the effects of trust and coercive power on supply chain integration are still largely unknown. This study investigates trust, coercive power and their interaction and th...

We present Shelah’s famous theorem in a version for modules, together with a self-contained proof and some examples. This exposition is based on lectures given at CRM in

Literature review revealed the importance of the adoption of marketing Relationship for loyalty and retaining profitable customer (Customer Relationship Management). LPQ satisfaction will reinforce the loyalty and customer brand attachment. Customer will communicate the operator to others. The focus of this study is to examine the relationship between the LPPQ and the WOM recommendations throug...