This paper suggests a novel success framework for customer relationship management (CRM) based on a conceptual implementation model to identify associated critical factors and their contribution to overall success/failure. Fuzzy analytic network process (FANP) is applied to identify the relative importance of each factor in successful implementation of each stage and the CRM initiative as a uni...

BACKGROUND Acknowledging the need to improve team communication and coordination among health care providers, health care administrators and improvement officers have been quick to endorse and invest in aviation crew resource management (CRM). Despite the increased interest in CRM there exists limited data on the effectiveness of CRM to change team behavior and performance in clinical settings....

This chapter examines how e-CRM has affected both organizational and individual behavior in a leading Canadian bank. The innovative and customer-driven culture of this bank pushed it toward early adoption of e-CRM technology. The findings emphasize the role played by many strategic and organizational dimensions in the success of e-CRM implementation. In fact, to make e-CRM efforts pay off, new ...

The stems and leaves of the Dolichos biflorus plant contain a lectin that cross-reacts with antiserum against the seed lectin. This cross-reactive material (CRM) was followed during early seedling growth, stem elongation, and seed development using a specific radioimmunoassay.No CRM was detected in developing seeds, but very low levels were found in dormant and imbibed seeds. As germination pro...

The aviation community has invested great amounts of money and effort into crew resource management (CRM) training. Using D. L. Kirkpatrick's (1976) framework for evaluating training, we reviewed 58 published accounts of CRM training to determine its effectiveness within aviation. Results indicated that CRM training generally produced positive reactions, enhanced learning, and promoted desired ...

A solid-phase radioimmunoassay was developed to measure the level of the androgen-dependent spermine-binding protein (SBP) in the cytosol fraction of the rat ventral prostate during endocrine manipulation. The concentration of SBP and immunologically cross-reacting material (CRM) in the ventral prostate was at least 5000 times higher than the level of CRM detected in rat serum or cytosol from o...

In 1993, Sagar et al reported that microscopic involvement of the circumferential resection margin (CRM) is related to local recurrence and decreased survival. Since then, the role of the CRM in esophageal cancer has been extensively investigated in the literature. Dexter et al in 2001 found in their study, which included 135 patients with esophageal cancer, that 64 patients (47%) were positive...

This article focuses on two broad groups of actors, international NGOs (INGOs) and international consultancy companies (ICCs), and situates them within wider trends in aid and development policies. In the context of a neo-liberal policy agenda, many leading INGOs reorganised so that they became closer to emerging ICCs, as consulting, outsourcing, and sub-contracting became key features of aid a...

The more competition among industry participants severe, the more companies try to retain their customers and acquire new customers from their competitors. To gain competitive advantage, many companies are adopting and deploying more refined and sophisticated Customer Relationship Management systems. In the marketing area, a personalized marketing paradigm has already been infiltrated into our ...

CRM has usually been associated to business contexts. However, it has recently been pointed out that its principles and applications are also very appropriate for non-profit making organizations. In this paper, we defend the broadening of the field of application of CRM from the business domain to a wider context of relationships in which the inclusion of non-profit making organizations seems n...