Despite the rapid growth of customer relationship management (CRM) adoption in the global information technology (IT) market, CRM adoption in China has yet to realize a number of challenges during its inchoate stage. The reality of implementation challenges brings the impulsion of CRM adoption away with an early belief that this technology weapon will easily make great profits from a new-fashio...

Many municipal governments adopted 311 decades ago and have advocated access equality in citizens’ use of 311. However, the role of citizens in the development and usage of 311 remains limited. Channel choices have been discussed in various types of governmental information and communication technologies (ICTs), especially when the innovative technology has just been adopted. Much has supported...

Towards the development of a knowledge management practices survey for application in knowledge intensive organisations. Knowledge management in a multicultural environment: a South African perspective. Knowledge management in eBusiness and customer relationship management: South African case study findings. Nine drivers of knowledge transfer between universities and industry R&D partners in Ma...

Business clusters and global value chains (GVCs) command growing interest in some research disciplines. In the existing literature overwhelmingly focus on two niches: governance and upgrading. The detailed mechanisms of buyer-supplier relationship management tend to remain under-researched. This paper presents a framework base on the literature on the literature of International Marketing and P...

With the deregulation and globalization of telecommunication markets, service provider management systems are required to inter-operate and cooperate with other (possibly competing) service providers and customer management systems. Speed of deployment, ease of reuse of existing components and co-operation across organizational boundaries are vital for management systems to succeed in such an o...

This paper describes the evolution and the results of the research work carried out by the IRIS group in the field of enterprise integration. This research work began with the ARDIN project, the aim of which was to develop and validate a step forward in the state of the art of the Reference Architectures for Enterprise Integration. The ARDIN project was focused on the internal integration of th...

a r t i c l e i n f o This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based performance. Both qualitative and quantitative...

Customer centricity has long been a guiding principle for many businesses. However, it is usually limited to marketing existing products with as strong a customer focus as possible. Corporate strategy remains basically product-centered. Customers typically have a fractured view of an enterprise. Conversely, the enterprise has only a splintered view of the customer, determined by different custo...

In present study, effects of knowledge management on the customer relationship management is studied. Study technique is descriptive and survey. To test the study hypotheses firstly a questionnaire with 30 items was designed and applied to 80 managers survivor and directors of various parts of Hormozgan oil company. Then achieved information's were categorized in excel and their statistical pro...

Purpose of the paper and literature addressed: This paper aims to conceptualize supplier relationship management (SRM). It provides an overview of the objectives of SRM from the perspective of a buying company and proposes the structure of the required capabilities of the firm to obtain these objectives. The paper aggregates the previous studies on buyer-supplier relationships and participates ...