Success in implementing a Customer Relationship Management (CRM) system requires close attention to data quality issues. However, most of the literature focuses on the quality of the input streams rather than the quality of the customer data integration (CDI) and customer recognition outcomes. This paper describes some preliminary research into the creation and validation of quality metrics for...

Since online customer review has significant impacts on customer's purchase decision and product sales, it has been regarded as a new marketing tool nowadays. Moreover, some online transactional platforms and sellers are trying to encourage customers to provide reviews of high-quality by offering a reward. With the empirical analysis of 1044 samples from a famous C2C e-platform website, results...

Customer relationship management (CRM) is a business philosophy that has emerged and gained prominence in the field of IS in recent years. Organisations have begun to realise that creating a dynamic substantial relationship with each customer may lead to sustained business success. While numerous firms have bought into the CRM concept many organisations are now trying to evaluate whether their ...

This paper presents a longitudinal case study of a multi-national company’s Customer Relationship Management implementation in China, Poland, Russia, Middle East, Dubai, Pakistan, Iran, Korea and Japan. Although the cooperation has extensive experience in implementing systems in its different global subsidiaries, and has planned the implementation well, the implementation was not a complete suc...

Relationship analysis aims at supporting the eliciting and documenting of potential relationship structures of an application domain by providing analysts with a systematic technique. Current relationship analysis methodologies, however, are mainly semantic based and do not take the pragmatic and social dimensions of relationships into account. We propose an approach that is guided by Habermas’...

During the past decade, there have been a variety of significant developments in data mining techniques. Some of these developments are implemented in customized service to develop customer relationship. Customized service is actually crucial in retail markets. Marketing managers can develop long-term and pleasant relationships with customers if they can detect and predict changes in customer b...

The purpose of this paper is twofold. First it outlines the basic methodology for improving the design and manufacture of information products through the development, implementation, and monitoring of an information product quality strategy. Secondly, it shows how existing marketing techniques can be used to construct an information product quality strategy through the application of customer ...

The market enthusiasm generated around investment in CRM technology is in stark contrast to the naysaying by many academic and business commentators. This raises an important research question concerning the extent to which companies should continue to invest in building a CRM capability. Drawing on field interviews and a survey of senior executives, the results reveal that a superior CRM capab...

We aim to understand how the customer relationship portfolio of a subcontractor changes as the subcontractor evolves its capabilities. While this line of research is under-investigated in the literature on business relationships, we believe that it is a crucial aspect to gaining new insights about how competitive advantages are developed in industrial markets. To address this research question ...

The present study explores the relationship between the e-business maturity and the perceived benefits from (Information and Communication Technologies) ICT at the firm level. We aim to debunk this relationship in terms of its strength and stability, and to explore the conditions which may influence it. Taking an economic approach, we hypothesise that the relation between e-business maturity an...