Customer Relationship Management (CRM) is a strategy that supports an organization’s decision-making process to retain long-term and profitable relationships with its customers. Effective CRM analyses require a detailed data warehouse model that can support various CRM analyses and deep understanding on CRM-related business questions. In this paper, we present a taxonomy of CRM analysis categor...

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to its implementation and use. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points throughout the customer lifecycle...

Dynamic capabilities enable firms to reconfigure limited resources or relative strengths to respond to rapid changes in market conditions. This study considers the central role of IT in creating and enhancing dynamic capabilities by analyzing the essential determinants of dynamic marketing capabilities and proposing a model that includes market orientation, IT infrastructure capabilities, and u...

Substantial numbers of people carry out intimate relationships at a distance. These people have to utilise a variety of communication technologies in order to maintain their relationship. Although a number of communication technologies have been developed to help maintain an emotional connection between remote couples, there has been no comprehensive consideration of the design space that these...

This paper was conducted to present an analysis of the current level of customer satisfaction on the services offered by an automotive outlet in Malaysia. In an effort to make the company more effective, many have targeted various change programmes to meet customer satisfaction. Customer satisfaction is one of the most important factors in the organizations success, and an important determinant...