The global competition for enterprises has been the significant issue for recent years. However, the customer needs are difficult to satisfy due to specialized characteristic of existing customers. A good CRM strategy may assist firms to earn advanced profits, increase customer perceived value, and acquire new customers. This research aims to provide a holistic framework based on two dimensions...

Clients are the vital artery of every industry and business. Maintaining these customers is one of the most important tasks of any business, especially banks.  The  specific needs  of  customers and  the increasing compe- tition in the banking services market have led banks to create structures that can respond flexibly to these needs. Obviously, one of the important points is that moving to th...

Clients are the vital artery of every industry and business. Maintaining these customers is one of the most important tasks of any business, especially banks.  The  specific needs  of  customers and  the increasing compe- tition in the banking services market have led banks to create structures that can respond flexibly to these needs. Obviously, one of the important points is that moving to th...

Quality function development (QFD) is a planning tools used to fulfill customer expectation and QFD is a systematic process to translating customer requirement (WHATs) into technical description (HOWs). QFD aims to maximize customer satisfactions related to enterprise satisfaction. The inherent fuzziness of relationships in QFD modeling justifies the use of fuzzy regression for estimating the r...

Design thinking (DT), a customer-centric approach for integrating end customers in the innovation process, enables organizations to identify customers’ real needs. The full article describes the evolution of DT in Deutsche Bank’s IT division and its role in solving specific problems, better integrating the business and IT divisions, and bringing the bank’s IT closer to its customers, and identi...

in this article, decisions about price and stock allocation for a seller with multiple customer classes are analyzed. with each customer arrival, the seller needs to decide about accepting or rejecting the customer’s demand by considering the stock on hand. in the case of acceptance, one needs to decide about the selling price. after any change in the inventory level, decision about continuing ...

Quality function development (QFD) is a planning tools used to fulfill customer expectation and QFD is a systematic process to translating customer requirement (WHATs) into technical description (HOWs). QFD aims to maximize customer satisfactions related to enterprise satisfaction. The inherent fuzziness of relationships in QFD modeling justifies the use of fuzzy regression for estimating the r...

Customer relationship management (CRM) is a combination of people, processes, and technology that seeks to provide understanding of customer needs, to support a business strategy, and to build long-term relationships with customers. Successful utilization of the integrated technology requires appropriate business processes and organizational culture to adequately address human behavioral elemen...

The Internet has had a profound influence on innovation practices. Crowd sourcing has tipped the innovation balance from the domination of large corporations towards smaller entities and access to these innovation sources has become an important part of innovation strategy. Customer crowd sourcing, such as MyStarbucksIdea, has opened new avenues of identifying customer needs and trends. Another...

We  deal with the relationship termination problem in the context of individual-level customer relationship management (CRM) and use a Markov decision process to determine the most appropriate occasion for termination of the relationship with a seemingly unprofitable customer. As a particular case, the beta-geometric/beta-binomial model is considered as the basis to define customer beha...