In this paper we present a framework that aims to answer the central question why some organizations are successful in the CRM domain, while others are not. The framework is built on two foundations. The first claims that an organization’s CRM performance is positively affected by aligning CRM activities according to five business dimensions: strategy, monitoring and control, organization and p...

This study of hotels representing thirty-seven brands from fifty-six countries uncovers the market conditions under which investing resources in specific market strategies leads to higher performance. Specifically, the authors identified, for the first time in an international context, the circumstances under which customer orientation (acquisition, satisfaction, and retention of customers) alo...

We develop an integrated salesforce analytics application that combines enterprise data from human resources, compensation, and customer relationship management systems, produces predictive data-driven analytics insights to effectively manage organizations with many salespeople, and has an interactive visual interface that allows business users to explore the data and analytics at their own pac...

In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Following the resource-based view of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization’s ability to harness and orchestrate lower order capabilities that comprise physical assets, such as IT infrastructure, an...

This paper provides insights into assessing customer relationships in a revenue management environment and depicts methodological problems that may arise in this context. For this purpose, we formulate a multi-period deterministic linear programing model, which accounts for customers’ future demand behavior being dependent on the provider’s previous availability decisions. Moreover, on the basi...

Partner phubbing (Pphubbing) can be best understood as the extent to which an individual uses or is distracted by his/her cell phone while in the company of his/her relationship partner. The present study is the first to investigate the oft-occurring behavior of Pphubbing and its impact on relationship satisfaction and personal well-being. In Study 1, a nine-item scale was developed to measure ...

The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. CRM, a recent marketing paradigm, pursues long-term relationship with profitable customers. It can be a starting point of relationship management to understand and measure the true value of customers since marketing management as a whole is to be deployed toward the targeted customers and...

Many software products are produced as a commission from one company to another. Much of the software used by the United States government is commissioned from and maintained by commercial companies. Often the contracts that define the commission call for reviews to be held in which both the producers and consumers of the software products participate. In this issue of Strategic Software Engine...

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer-centric processes. Companies that successfu...

Using a dual lens of Stakeholder Theory (ST) and Relationship Marketing (RM), this exploratory case study considers the perceptions and attitudes of each stakeholder regarding the initial design, development, and subsequent testing of an electronic customer relationship management (eCRM) tool. Through the use of in-depth interviews, member-checking interviews, and data from actual customer tran...