This teaching case tells the story of the rebirth of CRM at KLM Royal Dutch Airlines since 2002 and its successful liftoff during 2003, for which KLM received Gartner’s 2004 CRM Excellence Award. The Award presents a natural moment of reflection on past CRM achievements and future plans. The case allows us to (1) dissect a CRM success story, that contrasts nicely with many of the CRM horror sto...

Customer Relationship Management (CRM) is a strategy to acquire new customers, to retain them and to recover them if they defected. The corresponding CRM goals can only be achieved if the right data sources are combined. This paper discusses what external and internal data are available along the CRM process and how they support the achievement of the specific CRM goals. Starting with defining ...

An autonomous electrochemical sensor suitable for in situ silicate detection and monitoring marine environments, is presented without any use of liquid reagent. This paper shows characteristics figures merit using optimized chemical parameters. Under controlled laboratory conditions a 40 L tank, good calibration between 1.63 132.8 μmol L−1 was obtained. The limit the quantification obtained are...

The paper discusses the application of Natural Language Processing (NLP) techniques in the context of semantic annotation of classical art text via rule-based Information Extraction (IE) techniques combined with ontological and domain vocabulary input. The CASIE (Classical Art Semantics Information Extraction) was a pilot collaborative project between the Hypermedia Research Unit (University of...

The growing forces of increasing global competition, continuing customer demands, and the significant revolution in Commercial Off The Shelf (COTS) solutions, especially Customer Relationship Management (CRM) applications, have together put pressure upon many organisations to implement CRM solutions and to switch their organisational processes from being product-centric to being customer-centri...

In this paper we present a framework that aims to answer the central question why some organizations are successful in the CRM domain, while others are not. The framework is built on two foundations. The first claims that an organization’s CRM performance is positively affected by aligning CRM activities according to five business dimensions: strategy, monitoring and control, organization and p...

BACKGROUND Carbon accounting in forests remains a large area of uncertainty in the global carbon cycle. Forest aboveground biomass is therefore an attribute of great interest for the forest management community, but the accuracy of aboveground biomass maps depends on the accuracy of the underlying field estimates used to calibrate models. These field estimates depend on the application of allom...

The demand from the customer and pressure from the competitive market drive most of the Chinese commercial banks either on their way to implement the CRM systems or they are positively looking for the opportunity to integrate the CRM as an indispensable part of their business strategy in the next few years to come. Customer Relationship Management originated and prevailed among western companie...

a r t i c l e i n f o Keywords: Customer relationship management CRM Customer relationship performance Information technology Marketing capabilities Social media technology This study examines how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in marketing, ...

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...