Th e Canary Islands or ‘fortunate islands,’ a Spanish archipelago and a well-known mass tourism destination, is experiencing the redevelopment of its wine industry. In this regard, wine tourism appears to be a natural extension emerging from a traditional product wine that has been part of Canary Islands’ culture for centuries. Th is study explores the extent to which wine, tourism and related ...

Sales force can be directly linked to revenue generation capabilities of almost all commercial enterprises. It is amazing to note how successful salespeople are effective in adapting their selling approaches specific to the selling situations. In industrial markets where products are approaching commoditization, salespeople play a crucial role in architecting value propositions that resonate wi...

In recent years, organisations have begun to realise the importance of knowing their customers better. Customer relationship management (CRM) is an approach to managing customer related knowledge of increasing strategic significance. The successful adoption of IT-enabled CRM redefines the traditional models of interaction between businesses and their customers, both nationally and globally. It ...

Today, businesses need to manage their customer experience to succeed. Therefore, they must first have a clear understanding of the meaning of the customer experience. Customer experience management is a process-focused strategy around the needs of each customer that seeks to find a win-win strategy for both parties. The banking industry that provides financial services to customers requires sp...

This paper focuses on the increasingly important topic of customer relationship management (CRM). Reasons as to why it is hard for traditional bricks-and-mortar retailers to employ are discussed, as is the great potential for CRM in retail sectors. Survey data leads us to conclude that a CRM strategy should be designed to improve customers’ store experiences and a framework is proposed to conti...

To build a clear understanding of the management of the technology and organizational elements of CRM systems, this research tries to form propositions based on literature findings and experts’ experiences to explain (1) the elements of the technology and organizational sides of a CRM system, and (2) how the technology and organizational elements interrelate to create effective CRM operation. T...

From 1990 through 1998, First American Corporation (FAC) changed its corporate strategy from a traditional banking approach to a customer relationship-oriented strategy that placed FAC’s customers at the center of all aspects of the company’s operations. The transformation made FAC an innovative leader in the financial services industry. This case study describes FAC’s transformation and the wa...