Nowadays, an increasing number of information technology tools are implemented in order to support decision making about marketing strategies and improve customer relationship management (CRM). Consequently, an improvement in CRM can be obtained by enhancing the databases on which these information technology tools are based. This study shows that a salesperson’s personal attitudinal and behavi...

The modern discipline of customer care is paying more and more attention on the centrality of customers in the modern business organization. It is even more true if we consider the tourist industry where the market globalization and the competition of the emerging Countries is getting more and more hard. Nowadays it is unimaginable to plan a new kind of touristic service/product not considering...

Today’s ERP and CRM systems provide companies with nearly unlimited possibilities for collecting data concerning their customers. More and more of these data are more or less unstructured textual data. A good example of this type of data is customer feedback, which can potentially be used to improve customer satisfaction. However, merely getting an overview of what lies in an unstructured mass ...