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With the forecasted expansion of electronic marketplaces and the Internet, opportunities for businesses will abound. However, the greatest challenge facing them lies in their ability to sustain their profitability as the competition among them draws keener. To help distinguish themselves, and gain or maintain their competitive advantage, many businesses have turned to customer relationship mana...

We conduct two studies to test three hypotheses: (1) Competition increases a firm’s customer satisfaction; (2) Rivals’ customer satisfaction increases a firm’s customer satisfaction; (3) Rivals’ customer satisfaction reduces a firm’s sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfact...

Customers are important intangible assets of a firm that should be valued and managed. Although researchers and practitioners have recently emphasized customer relationships and customer lifetime value, these concepts have had limited impact on the business and investment community for two main reasons: (a) they require extensive data and complex modeling, and (b) researchers have not shown a s...

In recent years, the Web has evolved into an exchange platform. Customer relationship management must evolve and connect to social networks and place the company at the heart of communication. We propose in this paper an approach to community detection of customers of a company based on explicit and implicit behavior of customers. For this, we define a similarity measure, between a user and a t...

Customer Relationship Management (CRM) and knowledge management, have some important issues, in particular, related to lack of success of CRM strategies implementation. Much CRM writing focuses on technology applications, but the critical role of knowledge management is now beginning to be recognized. CRM is definitely related to the discipline of knowledge management thus, the existence of suf...

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process ...

A reputation management system can promote trust in transactions in an online consumer-to-consumer (C2C) market. We model a C2C market by employing an agent-based approach. To discuss the characteristics of goods traded on the market, we define temptation and contribution indexes based on the payoff matrix of a game. According to the results of a simulation conducted with the model, we find tha...

Organizations have been forced to transform themselves from “product-centric” to “customer-centric” for various reasons. Becoming customer centric is one of the most important aims of any organization. Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a ...