Many software products are produced as a commission from one company to another. Much of the software used by the United States government is commissioned from and maintained by commercial companies. Often the contracts that define the commission call for reviews to be held in which both the producers and consumers of the software products participate. In this issue of Strategic Software Engine...

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer-centric processes. Companies that successfu...

Using a dual lens of Stakeholder Theory (ST) and Relationship Marketing (RM), this exploratory case study considers the perceptions and attitudes of each stakeholder regarding the initial design, development, and subsequent testing of an electronic customer relationship management (eCRM) tool. Through the use of in-depth interviews, member-checking interviews, and data from actual customer tran...

Success in implementing a Customer Relationship Management (CRM) system requires close attention to data quality issues. However, most of the literature focuses on the quality of the input streams rather than the quality of the customer data integration (CDI) and customer recognition outcomes. This paper describes some preliminary research into the creation and validation of quality metrics for...

Since online customer review has significant impacts on customer's purchase decision and product sales, it has been regarded as a new marketing tool nowadays. Moreover, some online transactional platforms and sellers are trying to encourage customers to provide reviews of high-quality by offering a reward. With the empirical analysis of 1044 samples from a famous C2C e-platform website, results...

Customer relationship management (CRM) is a business philosophy that has emerged and gained prominence in the field of IS in recent years. Organisations have begun to realise that creating a dynamic substantial relationship with each customer may lead to sustained business success. While numerous firms have bought into the CRM concept many organisations are now trying to evaluate whether their ...

Internet and database technologies enable marketers to collect ever more extensive information on their customers' needs, preferences and past behaviors, but marketers often claim that they are challenged to make effective use of the information. Despite the substantial literature on market information utilization, the topic of customer information has received limited attention from marketing ...

Purpose – The purpose of this paper is to examine the key practical factors that confront global businesses as they attempt to improve all aspects of their operations including emerging areas of the customer experience. The paper focuses on the way various organisational capabilities such as information systems/information technology have been adopted in order to provide an enhanced operational...

Customer Relationship Management (CRM) adoption is both a relevant research topic in academia and a challenge for practitioners. We understand CRM as a complex concept that includes technology, strategy and philosophy. In this research, we propose an analysis of CRM organisational dynamic capabilities. The main goal is to apply a dynamic capabilities perspective to analyse how companies can imp...

These are lecture notes for a course given by the authors during the program Automorphisms of Free Groups: Geometry, Topology, and Dynamics, held at the CRM (Barcelona) in 2012. The main objective of the notes is to describe Bonahon’s construction of Thurston’s compactification of Teichmüller space, in terms of geodesic currents on surfaces. In the final section, we present several extensions o...