Customer Relationship Management (CRM) is a management approach that places customers in process and implementation of the company's marketing strategy. The focus CRM Medan City library customers. What needed by customers, how to get used them, can maintain good relations with users, all collected provides satisfaction for users end everything able tailor users’ library. this study qualitative ...

For decades, companies have embraced technology designed to aid them in strengthening their customer relationships. Traditionally, companies interacted with customers and managed these important relationships via customer relationship management (CRM) systems. But because a plethora of systems used in other parts of the business also contained important customer information, organizations began...

In today's highly competitive business world, customer relationship management (CRM) is emerging as a core marketing activity. Based investigation of the factors that influence the customers' willingness to engage in a relationship CWER and the customer relationship share (CRS), a conceptual model is derived by using theories taken from multi-disciplinary literature, including marketing, manage...

the advancement in technology, information and communication has forced banks and financial institutions into hard competition.  in this new era technology, people and customer are the elements which the banks are concentrating on them to manage customer relationship and success of banking in customer satisfaction. electronic customer relationship management (e-crm) is seen to arise from the co...

in today's competitive markets, with orientation companies towards customer satisfaction, customer relationship management (crm) is more complicated. the main question is how to identify profitable and key customers of company. companies can segmenting their customers into different groups based on the specific criteria by identify and analyzing the characteristics of their behavior. these...

In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Following the resource-based view of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization’s ability to harness and orchestrate lower order capabilities that comprise physical assets, such as IT infrastructure, an...

Despite the importance of data mining techniques to customer relationship management (CRM), there is a lack of a comprehensive literature review and a classification scheme for it. This is the first identifiable academic literature review of the application of data mining techniques to CRM. It provides an academic database of literature between the period of 2000–2006 covering 24 journals and p...

In the airline industry, data analysis and data mining are a prerequisite to push customer relationship management (CRM) ahead. Knowledge about data mining methods, marketing strategies and airline business processes has to be combined to successfully implement CRM. This paper is a case study and gives an overview about distinct issues, which have to be taken into account in order to provide a ...