The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their ...

A number of recent marketing studies examine the stock market's response to the release of American Customer Satisfaction Index (ACSI) scores. The broad purpose of these studies is to investigate the stock market's valuation of customer satisfaction. However, a key focus is on whether customer satisfaction information predicts long-run returns. We provide evidence on the market's pricing of ACS...

The ability to capture customer needs and to tailor the provided solutions accordingly, also defined as customer intimacy, has become a significant success factor in the B2B space in particular for increasingly "servitizing" businesses. Providers aim at achieving competitive advantages, such as cross-selling and customization by leveraging customer relationships and customer knowledge. However,...

Abstract The Social Web offers new opportunities, such as direct market access, interactive customer contact or a better understanding of market demands, in the field of customer relationship management (CRM). Consequently, firms develop new strategies, processes and technologies to utilise the Social Web for their needs. From the perspective of CRM, the Social Web creates an opportunity to dir...

One of the basic concepts in marketing is the concept of meeting customers’ needs. Since customer satisfaction is essential for lasting survival and development of a business, screening and observing customer satisfaction and recognizing its underlying factors must be one of the key activities of every business. The purpose of this study is to recognize the drivers that effect customer satisfac...

Integrating customers into the innovation process is gaining popularity among companies as means of addressing competitive and market pressures. At the same time, companies are faced with the challenge of selecting appropriate customer integration methods to sustain customers’ engagement and elicit contributions that are useful. We draw from previous research in consumer behaviour to identify c...

Corporate information technology (IT) investments in customer support and service such as CRM systems have been on a steady rise. Of late, the primary interest has shifted toward assessment of returns on these investments. This research attempts to assess the value of IT investments in a customer support setting using a process-level analysis. Given the lack of academic IS research in the area ...

This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when ...

today, electronic banking has essential role in banking industry. challenges facing banking industry led to banks make to use electronic banking and delivery services and products throughout electronic banking. moreover, they are trying to understand their customers' needs and everyday increase service quality throughout electronic banking. this research tries to investigate effect of cust...

The mainstream view holds that over time buyer–supplier relationships evolve through a number of phases. As a consequence, supplier development as a buyer–supplier relationship management practice should also be adapted to the life-cycle phase. Supplier development activities matching the buyer– supplier relationship life-cycle phase will lead to more favorable performance improvements. However...