This paper reports on a case study at a Dutch travel organization, named TravelCom. The study examines how TravelCom makes strategic use of information by means of their information strategy. In their information strategy, TravelCom decides how to realize InfoRent, i.e. economic rent as a result of solving or maintaining information imperfections in factor and product markets. TravelCom aims at...

Despite the rapid growth of customer relationship management (CRM) adoption in the global information technology (IT) market, CRM adoption in China has yet to realize a number of challenges during its inchoate stage. The reality of implementation challenges brings the impulsion of CRM adoption away with an early belief that this technology weapon will easily make great profits from a new-fashio...

It is evident that there is a strong competition among organizations and a sort of rapid change in the business environment is taking place. Therefore; organizations start thinking of how to improve their processes to stay competent. Knowledge has become a strategic resource and a basis of competitive advantage in the organization. However, many organizations lost sight of managing Knowledge to...

Customer involvement in product and service development (CIPS) is recognized as important for firms; yet the role of Information Technology (IT) in facilitating CIPS is understudied. We examine two enterprise technologies which improve knowledge available to decision makers: Business Intelligence (BI) and Customer Relationship Management (CRM). While CRM provides transactional information and k...

This article will argue that, despite customer-centric intent, marketing theory remains trapped in a firm-centric paradigm. How this apparent contradiction has endured is discussed critically with reference to what we see as four influential marketing perspectives. These perspectives are the 4Ps marketing mix, market-based assets, relationship marketing, and customer equity. Apart from the 4Ps ...

Purpose – The purpose of this paper is to address two questions: what is the difference between relationship processes and purely product-oriented processes? And to answer this question we should bear in mind what we mean by relationship, and why a customer is willing to establish and maintain a relationship at all. Design/methodology/approach – An empirical analysis subjected the motives of cu...

This paper proposes a system developer‟s perspective of the Citizen Relationship Management (CiRM) system implementation framework in the Malaysian local governments. The framework was developed based upon two in-depth cross-case studies which were conducted in two leading local governments in Malaysia. In addition to confirming the familiar determinants found in the literature, the paper also ...

Since information products have unique cost structure and characteristics, namely, high fixed cost and low variable cost, the traditional pricing strategy based on marginal cost theory can not be applied by the producers. This paper indicates a new principle of pricing--customer value (CV) principle. Based on the principle, the producers can execute a number of different pricing strategies to m...

The paper aims at assessing how can location based mobile support systems support salespersons ́CRM efforts when they are operating within a highly mobile work environment. The paper is structured as follows. In the first section the paper conceptualises key properties of location based mobile support systems. It then introduces the dual role of salespeople in CRM through a brief literature rev...