Customer relationship management (CRM) is one of the fastest growing management approaches which can lead to stronger competitive position, resulting in larger market share and profitability. In this study, CRM efficiency among the customers of the Iranian banks is analyzed using a network data envelopment analysis (NDEA) approach. To implement CRM in the NDEA model, input, intermediate and out...

Customer Relationship Management (CRM) System is very important to enhance healthcare services, improve cost-effectiveness, and accessibility of the healthcare. Therefore, study of the adoption of the CRM in healthcare at organizational level is necessary to identify factors that influence the CRM adoption. Hence, this study aims at proposing an extended adoption model of CRM systems in Malaysi...

This study empirically identifies customer relationship management (CRM) and examines its impacts on firm performance in the context of freight forwarder services. Using data collected from a survey of 144 freight forwarding firms in Taiwan, a structural equation modeling exercise was conducted to identify crucial CRM dimensions and their influences on the perceived financial performance. Resul...

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 ...

As the market competition becomes keen, constructing a customer relationship management system is coming to the front for winning over new customers, developing service and products for customer satisfaction and retaining existing customers. However, decisions for CRM implementation have been hampered by inconsistency between information technology and marketing strategies, and the lack of conc...

Due to the rapid growth in the electronic business, information technology has become necessary for building efficiency and effective transactions among organizations. Consequently, Cloud Computing (CC) becomes a very important area to achieve the organization’s performance. The process of integration between Cloud Computing (CC) and the Customer Relationship Management (CRM) is a new research ...