Patient Self-management of Chronic Disease in Primary Care The nation’s 65-year-and-older population will swell from 35 million in 2000 to 53 million in 2020 as the babyboomer generation reaches the age of increasedchronicdiseaseprevalence.Many baby boomers bring to the health care system a high level of sophistication. In the view of one analyst, baby boomers “will accelerate the movement and ...

In today’s extremely competitive environment, companies are investigating new means of increasing profit by implementing so called Customer Relationship Management Systems (CRMs). But the needs to continually cut costs and focus on core competencies has led companies to focus on how to improve the supply chain and leverage their supply base. Many have shift from a vertical integration model to ...

Customer Relationship Management (CRM) adoption is both a relevant research topic in academia and a challenge for practitioners. We understand CRM as a complex concept that includes technology, strategy and philosophy. In this research, we propose an analysis of CRM organisational dynamic capabilities. The main goal is to apply a dynamic capabilities perspective to analyse how companies can imp...

These are lecture notes for a course given by the authors during the program Automorphisms of Free Groups: Geometry, Topology, and Dynamics, held at the CRM (Barcelona) in 2012. The main objective of the notes is to describe Bonahon’s construction of Thurston’s compactification of Teichmüller space, in terms of geodesic currents on surfaces. In the final section, we present several extensions o...

If you had invested in an index mutual fund pegged to the Standard & Poors 500 at the beginning of 1990, you’d have done very well. But if you had invested in a fund consisting of companies that excel at customer management, your investment would have outperformed the Standard & Poors 500 by 300 percent! The lesson is clear: companies that actively manage and nurture their customer relationship...

How have cutthroat competition and high growth compelled telecom service providers to innovatively use social media to outperform competitors, improve customer communication and maintain loyalty? Why have service providers made huge investments in social media for their CRM strategy? This case study analyses how Tata DoCoMo used social media to positively influence customer experience. The case...

A fundamental proposition in marketing strategy is that a customer relationship orientation is positively related to customer value and firm value. However, the mechanisms of this relationship have yet to be explored in detail, especially in service industries. Our paper addresses this issue by proposing a model that identifies important intermediate variables between customer relationship inve...