Im Bereich des Kundenbeziehungsmanagements kann der Einsatz mobiler Anwendungen die Effektivität und Effizienz von Geschäftsprozessen steigern. In diesem Kontext existieren vielfältige Nutzenpotentiale mobiler Anwendungen zur Gestaltung des Kundenkontaktes. Der vorliegende Beitrag untersucht den aktuellen Stand des Einsatzes mobiler Customer Relationship Management (mCRM)-Anwendungen in der Pra...

Since customer satisfaction analysis traditional approaches are out-ofdate and do not adequately fit information about customer expectations on services, in this paper we propose a new theoretical approach: the Customer Experience Management. Moreover this paper describes our analysis on the perceived value by customer according to the services that a company supplies. This analysis presents tw...

Examination of alliance formation and management in the context of ‘fit’ or alignment with individual partner’s organisational strategy, administrative systems, and managerial characteristics still remains unexplored. This conceptual paper argues that the success of alliances depends on the ability of the partners to strategically match/align resources, capabilities, compatibilities and the man...

Data quality is an essential component for successful Customer Relationship Management (CRM). This paper discusses some of the considerations in the approach, design, and administration of tools and products intended to assess the quality of consumer names.

The purpose of this research paper is to review the literature and suggest the relationships between organizational change through implementation of new health information technology (HIT) and/or reconfiguration of existing HIT, practitioner anxiety, and effective caring practitioner/patient and practitioner/practitioner relationships using a conceptual framework of Relationship Centered Care (...

This paper discusses an approach able to simultaneously compare the importance of performance and relationship marketing variables in building satisfaction among frequent customers. Multivariate statistical techniques are used – factor analysis and multiple regression analysis – to model the satisfaction of frequent customers of a group of hotels in the north of Portugal. The conclusion is that...

CORPORATE COMMUNICATIONS AND ITS IMPACT ON CUSTOMER RETENTION Economic literature has been focusing frequently on the impact of systematic coordination of all communication instmments, coming to the result that well managed corporate communications may strengthen return on sales. The justification of this assumption is the concept of market focused management, i.e. the strict orientation of all...

This study, based on the traditional 4P framework, proposed a construct, dynamic marketing capability, which reflects the extent to which a firm can dynamically adjust its marketing activities and resources in response to changing environments. The construct is hypothesized to mediate the effect of a firm’s information technology (IT) support for CRM on firm performance. With a survey of the 50...

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Today in response to the changes in global economy, growing customer demands and increasing IT possibilities the public sector adapts approaches that have proven to be successful in business environment. Many private companies have successfully implemented customer relationship management strategies and are starting to use knowledge management applications to improve the quality and efficiency ...