Edzil has over 22 years of core industry experience in areas such as product development, supply chain and program/project management. He has worked on a variety of large consulting and implementation engagements in the area of New Product Introduction (NPI), Supply Chain and Customer Experience Management. Atul has over 18 years of experience in the automotive, industrial machinery, electro-me...

While an acute, continuous focus on customer needs is often cited as a key benefit of agile approaches, very little research has examined the customer focus construct in an agile project environment, or looked at the implications or recommendations for project managers. We draw on contemporary theories on customer focus to develop a framework for understanding customer focus in an agile project...

This research paper explores the intersection of Customer Relationship Management (CRM) and Industry 4.0 in transforming supply chain management customer experience through digital innovation. The advent 4.0, characterized by integration cutting-edge technologies such as Internet Things (IoT), Big Data, Artificial Intelligence (AI), has provided new opportunities to enhance CRM practices [12, 2...

The telecommunication industry has evolved into a highly competitive market, which requires companies to put an effective customer relation approach in place. In order to increase customer relationship management, social network analysis (SNA) can be used to increase the knowledge related to the customers’ influence. SNA can improve relevant information that helps to increase the customer exper...

The purpose of this study is the feasibility of customer relationship management implementation from employees and managers' perspective of Melli bank in Esfahan city by using structural equation modeling (SEM). This study is applicable in terms of purpose and descriptive –survey in terms of method. The sample population of this study was employees and managers of Melli bank in Esfahan city in ...

Now a day, Wireless communication systems are popular due to its wide advantages. In the customer’s point of view, we can say the most of the customer requirements related to communication from one place to another place are fulfilled up to the most extent using these systems. The initiation to these wireless communication systems started to satisfy the minimum requirements of the customers the...

Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the proces...

Purpose This study aims to characterize how ecosystem actors shape customer experience (CX). The also proposes implications for managers and research regarding the ecosystem, its actor constellations in context of CXs. Design/methodology/approach A qualitative is conducted among activity tracker users identify within their ecosystems Data include 28 in-depth interviews ten self-reported diaries...