Customer involvement in product and service development (CIPS) is recognized as important for firms; yet the role of Information Technology (IT) in facilitating CIPS is understudied. We examine two enterprise technologies which improve knowledge available to decision makers: Business Intelligence (BI) and Customer Relationship Management (CRM). While CRM provides transactional information and k...

Customer Relationship Management (CRM) systems are cited as one of the major technology successes of the last decade. These ‘super databases’ enable the real-time sharing of information across global organisations, increasing the visibility of the sales pipeline and providing a central control of the customer experience. A far cry from the early databases which were supported in the locally net...

CRM managers are frequently overloaded with large number of text messages from their customers, and making sense of those messages is a difficult task. We introduce an interactive toolset that can facilitate the exploration of CRM data semi-automatically. This toolset is based on the state of the art text processing technologies and allows CRM managers to discover interactively the re-occurring...

Research-in-progress on the evaluation of mandatory Customer Relationship Management Information Systems (CRM IS) is presented. The business problem is presented, followed by converging theoretical considerations, which assist in making the case for a wider conceptualisation of CRM evaluation which values a social perspective of CRM IS use at boundary-spanning professional (BSP) and customer le...

The aim of the paper is to provide an exact approach for generating a Poisson process sampled from a hierarchical CRM, without having to instantiate the infinitely many atoms of the random measures. We use completely random measures (CRM) and hierarchical CRM to define a prior for Poisson processes. We derive the marginal distribution of the resultant point process, when the underlying CRM is m...

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 ...

Introduction In today's team-oriented healthcare environment, high-quality patient care requires physicians to possess not only medical knowledge and technical skills but also crisis resource management (CRM) skills. In emergency medicine (EM), the high acuity and dynamic environment makes CRM skills of physicians particularly critical to healthcare team success. The Accreditation Council of Gr...

Nowadays, SME have to take into account new business and management approaches, like CRM, as well as the support provided by ICT. In this scenario, SME would take advantage from a Web-based service like ARNEIS, supporting an intelligent matching between supply and demand of CRM-related tools. Such a service needs a detailed knowledge base, and a friendly user interface (UI) enabling users to in...

Due to the Bologna declaration and the subsequent switch to the bachelor/master system, student mobility is rising and competition among universities across Europe becomes intense. Furthermore, students are demanding comfortable information and communication solutions. Hence, universities are required to align educationaland serviceprocesses more closely to their students. This paper presents a...

This work provides a comprehensive customer-focused evaluation framework that businesses can use to assess their electronic customer relationship management (eCRM) readiness. The framework is intended to provide a big picture of the overall composition of e-CRM, to facilitate gap analysis, and to support a monitoring and feedback process. Knowledge management, trust, and technology are identifi...