In recent years, e-Business has emerged as a mainstream business practice. Engaged in highlycompetitive Internet -enabled markets, many business organizations have turned to customer relationship management (CRM), a computer -based information system that allows them to gain greater insight into their customers’ needs, to gain a competitive advantage. Consequently, CRM has risen to become a key...

This article examines how electronic customer relationship management (e-CRM) has affected both organizational and individual behavior in a leading Canadian bank. The innovative and customer-driven culture of this bank pushed it toward early adoption of e-CRM technology. The findings emphasize the role played by many strategic and organizational dimensions in the success of e-CRM implementation...

This chapter examines how e-CRM has affected both organizational and individual behavior in a leading Canadian bank. The innovative and customer-driven culture of this bank pushed it toward early adoption of e-CRM technology. The findings emphasize the role played by many strategic and organizational dimensions in the success of e-CRM implementation. In fact, to make e-CRM efforts pay off, new ...

Recently, many healthcare organizations are adopting CRM as a strategy, which involves using technology to organize, automate, and coordinate business processes, in managing interactions with their patients. CRM with the Web technology provides healthcare providers the ability to broaden their services beyond usual practices, and thus offers suitable environment using latest technology to achie...

Organizations have increasingly recognized the importance of managing customer relationships, and many organizations are turning to customer relationship management (CRM) to better serve customers and facilitate closer relationships with them. This paper examines the implementation of CRM at the Housing and Development Board (HDB) in Singapore. The CRM architecture (comprising operational CRM, ...

The management of customer relationships has become a top priority for companies in the last years. Despite this, little is known about the factors of successful CRM implementations and the role of information technology in this context. This study provides three models for the explanation of CRM performance separated according to the customer relationship phases of initiation, maintenance, and...

the purpose of this study was to explore the impacts of: knowledge management, senior managers, staff, technology, consensus, service customization, and integration, as the factors effecting customer relationship management (crm) implementation in parsian international hotels. in this study the population was composed of parsian hotels managers and experts. due to their small number (n=53), cen...

the advancement in technology, information and communication has forced banks and financial institutions into hard competition.  in this new era technology, people and customer are the elements which the banks are concentrating on them to manage customer relationship and success of banking in customer satisfaction. electronic customer relationship management (e-crm) is seen to arise from the co...

This study explores the moderating effect of technology acceptance on the relationship between customer relationship management (CRM) in terms of distribution and tailor-made functions and customer loyalty in the banking industry. The author uses LISREL two-group path analysis to find the variances between high and low technology acceptance. Data collected from the customers of nine retail bank...

The growing forces of increasing global competition, continuing customer demands, and the significant revolution in Commercial Off The Shelf (COTS) solutions, especially Customer Relationship Management (CRM) applications, have together put pressure upon many organisations to implement CRM solutions and to switch their organisational processes from being product-centric to being customer-centri...