In most industrial Small and Medium-sized Enterprises (SME) communication with customers is conducted exclusively by marketing, sales and service. Nowadays those business units apply Customer Relationship Management (CRM) systems to systematically gather information for the operational support of customer processes. Several studies illustrate that in the respective processes a vast body of addi...

For the advances of Internet technologies in recent years, electronic commerce (EC) has gained many attentions as a major theme for enterprises to keep their competitiveness. Among all possible endeavors for the EC, research has shown that effective management of customer relationships by taking advantage of customer knowledges is a major source for keeping competitive differentiation. Therefor...

Getting workers to share knowledge in situations where “knowledge” is the primary asset making them valuable is a pressing problem in many organizations – leading to what we call “the knowledge worker’s prisoner’s dilemma.” Interesting variants of this dilemma arise in the contexts of customer support and server system administration. We begin by describing some of the reasons why the uncoopera...

Today, healthcare has become a progressive industry with novel techniques, approaches and findings in this field quickly being evaluated and improved. One of these approaches is patient-centered care (PCC), which is defined essentially as an approach that respects and responds to individual patient’s preferences, needs and values. As such, PCC concept focuses not only on the disease, but also o...

Since sport marketing is a commercial activity, precise customer and marketing segmentation must be investigated frequently and it would help to know the sport market after a specific customer profile, segmentation, or pattern come with marketing activities has found. Such knowledge would not only help sport firms, but would also contribute to the broader field of sport customer behavior and ma...

In recent years tourism has become one of the fastest growing sectors of the world economy and is widely recognized for its contribution to regional and national economic development. Tourism product design and development have become important activities in many areas/countries as a growing source of foreign and domestic earnings. On the other hand, customer relationship management is a compet...

The importance of after-innovation 1. Introduction This paper will analyse the innovation process within knowledge services on the basis of case studies. The objective to develop new e-knowledge services, which means knowledge service products that are provided via the Internet or similar IT-networks (e.g. mobile phone networks). The customer can download and use the service as a self-service. ...

The e-business arena is a dynamic, complex and demanding environment. It is essential to make optimal reuse of knowledge of customer services across various functional units of the enterprise. On the other hand, it is also important to ensure that the customer service staff can access and be trained up with dynamically updated knowledge that meets the changing business environment of an enterpr...

Direct marketing is the use of the telephone and non-personal media to communicate product and organizational information to customers, who then can purchase products via mail, telephone, or the Internet. In contrast, catalog marketing is a type of marketing in which an organization provides a catalog from which customers make selections and place orders by mail or telephone. However, most cata...