This paper examines how Jordanian companies use the knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 156 respondents, drawn randomly from three software business solution companies working in the Customer Relationship Management (CRM) area, and four companies which are employing the CRM ...

Customer acquisition and retention are two phases of an e-commerce life cycle. Switching costs and perceived risks affect both, but in different ways. This study examines these two well known, often contradicting variables in an integrated frame work and asks: Can perceived risks complement switching costs to give rises to new customer loyalty strategies for e-commerce enterprises? That is, do ...

Design knowledge acquisition plays an extremely important role in new product conceptualization and product redesign. This study aims at facilitating the effectiveness of product redesign activities. It involves two interrelated phases, namely customer requirements elicitation and customer requirements evaluation. Sorting techniques, picture sorts in particular, have been employed for customer ...

Social network analysis has received much attention from Corporations recently. Corporations are trying to utilize social media platforms such as Twitter, Facebook and Sina Weibo to expand their own markets. Our system is an online tool to assist these corporations to 1) find potential customers, and 2) track a list of users by specific events from social networks. We employ both textual and ne...

The concept of the lifetime value of a customer is well established in the theory and practice of database marketing. The lifetime value of a customer, defined to be the expected present value of the net cash flows from the firm’s relationship with the customer over his or her lifetime, is often used as an upper limit on spending to acquire the customer. If the expected cash flows from the rela...

Customer relationship management suggests that sellers identify their most valuable customers and provide special products/services to them, either immediately in an effort to build a sense of commitment to the firm (an acquisition strategy) or just as they are thinking of leaving (a retention strategy). While a monopolist profits most from an acquisition CRM strategy, assuming costs are held c...

The main objective of this research work is to establish the relationship between Customer Relationship Management and customer acquisition in JMA solutions, Perú, 2020. A census sample was taken 85 clients company Soluciones, where thesurvey represented by questionnaire consisting 20 items. For hypothesis test, non-parametric Rho de Spearman statistic used, correlationcoefficient (0.701) Clien...

At many firms, incentivized salespeople with private information about customers are responsible for CRM. While incentives motivate sales performance, private information can induce moral hazard by salespeople to gain compensation at the expense of the firm. We investigate the sales performance--moral hazard tradeoff in response to multidimensional performance (acquisition and maintenance) ince...

Customers are becoming more powerful, and customer knowledge can empower organizations and improve their performance. Customer knowledge has been classified in three categories: knowledge FOR customers, knowledge ABOUT customers and knowledge FROM customers. The value of knowledge management has been recognized by organizations. However, the value of external customer knowledge has not fully be...