Customer Relationship Management (CRM)1 has been discussed in the literature since the nineties. IT evaluation on the other hand dates back to the eighties starting with a more contemporary approach (Farbey et al. 1999, p. 191). As reported by earlier works, the success rate of CRM implementation projects is up to today still not satisfactory (Becker et al. 2009; Finnegan and Currie 2009). Reas...

Electronic Customer relationship management performance CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of CRM performance ar...

In competitive consumer markets, building and maintaining a good relationship with customers is essential to long-term business survival. Currently, firms are applying Customer Relationship Management (CRM) to facilitate the maintenance of this relationship. This investigation applies interview survey methods to explore the relationship between Business Process Reengineering (BPR), Organization...

<p>Penelitian ini berfokus pada bagaimana implementasi kegiatan <em>Customer Relationship Management</em> melalui program <em>Fashion From Home</em> di toko Marks & Spencer Kasablanka selama masa pandemi covid-19. Penelitian bersifat kualitatif. Metode yang digunakan adalah studi kasus. Hasil penelitian menunjukkan bahwa dilakukan untuk menjaga hubungan bai...

Web-enabled customer relationship management, or e-CRM, holds the promise to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A new multi-disciplinary field involving such diverse areas as marketing, information systems, and consumer behavior, e-CRM seeks to strengthen custome...

Modern individuals increasingly disclose personal information in today’s information-driven society through online platforms. This information is used by the online platform for a particular context – and may be reused by other partners or users of the platform in ways that may not have been intended. Current examples include email harvesting for spam, personal photographs used in advertising, ...

CRM has been realized as a core for the growth of any enterprise. This requires both the customer satisfaction and fulfillment of customer requirement, which can only be achieved by analyzing consumer behaviors. The data mining has become an effective tool since often the organizations have large databases of information on customers. However, the traditional data mining techniques have no rele...

This study presents a comprehensive exploration of recent advancements in Customer Relationship Management (CRM), acknowledging its pivotal role fostering crucial connections both within the industry and with customers at large. The delves deeply into CRM, aiming to enhance overall customer satisfaction. primary focus this centers around critical facets encompassing strategies for managing rela...

The successful diffusion of innovations in rapidly changing supply chain technological environments is essential to support operations and supply chain management functions. In this paper we conceptualize and develop a framework for research into the diffusion of innovations in organizations pertaining to software adoption in supply chain management. Incorporating Task-Technology Fit theory wit...

Forrester talked with 22 large organizations in North America, Europe, and Asia to understand their methods for achieving business performance improvement through investment in CRM initiatives. Organizations spend heavily to improve customer-facing processes, but they still struggle to achieve satisfactory returns on their effort. Despite these challenges, CRM leaders are learning what it takes...