This paper suggests a novel success framework for customer relationship management (CRM) based on a conceptual implementation model to identify associated critical factors and their contribution to overall success/failure. Fuzzy analytic network process (FANP) is applied to identify the relative importance of each factor in successful implementation of each stage and the CRM initiative as a uni...

This research study aims at developing and validating CRM scale for Indian insurance sector. A robust scale development methodology is followed which ultimately results into Six-factor CRM scale comprising of claim payment security, product knowledge, personalization, transparency in product selling and service quality. The generalizability of the proposed scale can be tested by replicating the...

Ping Wang: In a recent conversation, the CIO of an automobile company told me that his company is cutting IT spending “across the board.” However, the marketing department really needs to buy a CRM package to obtain the online customer interfacing capability. When his IT department proposed this purchase to the board, it was rejected because the purchase was considered unnecessary IT spending. ...

Along with the rapid development of Internet, CRM has become one of the most important facts leading the enterprises to be competent. At the same time, the analytical CRM based on Date Warehouse is the kernel of CRM system. This paper mainly explains the idea of CRM and the DW model of analytical CRM system.

This study describes the restructuring initiative to create knowledge about organic customer profile as well as to identify relevant knowledge in supporting company’s need to target customers who accept organic products within knowledge management and customer relationship Management (KM-CRM) framework. Searching for cross-case pattern toward three organic products companies was conducted to ge...

Several supervised learning algorithms are suited to classify instances into a multiclass value space. MultiNomial Logit (MNL) is recognized as a robust classifier and is commonly applied within the CRM (Customer Relationship Management) domain. Unfortunately, to date, it is unable to handle huge feature spaces typical of CRM applications. Hence, the analyst is forced to immerse himself into fe...

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...

Predictive modelling and classification problems are important analytical tasks in Customer Relationship Management (CRM). CRM analysts typically do not have information about how customers interact with each other. Phone carriers are an exception, where companies accumulate huge amounts of telephone calling records providing information not only about the usage behaviour of a single customer, ...