CRM has changed the way companies handle customer enquiries, advertise and sell their products or manage the entire relationship with their customers. As the power of CRM technology has expanded, companies have come to view it as a resource ever more critical to their success in customer management. CRM technology has delivered great benefits to some firms, even propelling a few into positions ...

What is a Customer Relationship Management (CRM) system? Not only is there little agreement on what it really stands for, there is even less agreement on what constitutes a CRM system, how it should be used, the potential of profitability gain, the impact on customer loyalty, the costs involved, the personnel needed, and the training needed for the CRM personnel. CRM system characteristics are ...

Citrus red mite (CRM) is known as the most common sensitizing allergen in subjects with asthma and rhinitis working on citrus farms. The aim of this study is to evaluate the role of specific IgG1 (slgG1) and specific IgG4 (slgG4) to CRM in citrus farmers. Questionnaire survey and skin prick test including CRM antigen was done by 136 workers. Specific IgE (slgE), slgG1 and slgG4 to CRM were dete...

Mobile technology offers a high potential to significantly transform the ways how a company can interact with their customers and even with own employees. In recent years researchers started to analyze those potentials from the perspective of customer relationship management (CRM) but mainly concentrated on traditional business-to-customer (B2C) relationships. The concept of collaborative CRM e...

This paper presents the definition of a Reference Application Architecture for the Customer Relationship Management (CRM) domain. The definition of the Reference Application Architecture is done by extracting best practices from five CRM commercial solutions: SugarCRM, Microsoft Dynamics CRM, Sage CRM, Oracle Siebel CRM and Salesforce CRM. The CRM Reference Architecture was developed considerin...

BACKGROUND Clinical risk management (CRM) plays a crucial role in enabling hospitals to identify, contain, and manage risks related to patient safety. So far, no instruments are available to measure and monitor the level of implementation of CRM. Therefore, our objective was to develop an instrument for assessing CRM in hospitals. METHODS The instrument was developed based on a literature rev...

The implementation of CRM systems has become very necessary for organizations in order to effectively manage their relationships with the customers. Unfortunately, it has faced various failures in different industries. Besides, the existence of implementation methodologies or frameworks that guide the successful implementation of CRM systems are still lacking. In response to that, this paper ai...

The implementation of CRM systems has become very necessary for organizations in order to effectively manage their relationships with the customers. Unfortunately, it has faced various failures in different industries. Besides, the existence of implementation methodologies or frameworks that guide the successful implementation of CRM systems are still lacking. In response to that, this paper ai...

To build a clear understanding of the management of the technology and organizational elements of CRM systems, this research tries to form propositions based on literature findings and experts’ experiences to explain (1) the elements of the technology and organizational sides of a CRM system, and (2) how the technology and organizational elements interrelate to create effective CRM operation. T...

Although CRM is one of the fastest growing management approaches being adopted across many organizations and particularly tourism and hospitality firms, the deployment of CRM applications has not always delivered the expected results while many CRM initiatives have failed. Consequently, the inability of CRM applications to deliver expected benefits has not only intensified the validity of previ...