Customer Relationship Management (CRM) represents a technological application based on the philosophy of Relationship Marketing and it recommends the interaction with high value consumers. Relating CRM to new social technologies, CRM 2.0 or social CRM deals with the relationship between companies and customers using online platforms. Through a comparative study based on qualitative indicators, ...

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...

Over the past 10 years, a number of studies have pointed out that many e-CRM projects fail to deliver the expected benefits. In the business-to-business e-CRM market, many customers have faced issues with technology implementation, management of organizational change, and/or e-CRM effectiveness. However, none of these studies mentioned PeopleSoft. In fact, PeopleSoft’s e-CRM has been a best-of-...

The new paradigm Social Customer Relationship Management (Social CRM) deals with the integration of Social Media into CRM. Social CRM is a business strategy supported by technology platforms to provide mutually beneficial value for companies and their customers. In this context, many companies evaluate the implementation of Social CRM tools in order to achieve and analyze customer’s content on ...

Although many companies have spent a great deal of money to adopt CRM (Customer Relationship Management) technologies, many have not seen satisfactory returns on their CRM installations. One of the reasons for such dissatisfaction and low ROI may be the lack of a comprehensive approach to evaluating the impact of CRM technologies, which are very different from traditional cost-cutting and quali...

As more and more enterprises face significant growth and profitability challenges, executives are turning to formulate appropriate customer centric strategies and focus on managing customer relationships to support such initiatives. Combining information technology with relationship marketing, customer relationship management (CRM) systems provide the infrastructure that facilitates long-term r...

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 ...

a r t i c l e i n f o Keywords: Customer relationship management CRM Customer relationship performance Information technology Marketing capabilities Social media technology This study examines how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in marketing, ...