Infosys Technologies Ltd., one of the world's most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBAâCustomer Information Management By All. This customer-focused system was conceived and designed to improve communication and collaboration between the company and its customers. By seamlessly integrating the front-end sales system with the b...

modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. indisputably, knowledge management (km) plays a key role in the success of customer relationship management (crm). in this regard, customer knowledge management (ckm) is a newly developed concept that ...

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...

In e-commerce, where competition is tough and customers’ preferences can change quickly, it is crucial for companies to segment customers and target marketing actions effectively. The process of segmentation and targeting is effective if the customers grouped into the same segment show the same behavior and reaction to marketing campaigns. However, the link between segmentation and targeting is...

Ethnographic research identifies brokering (a.k.a., “copping for others”) as an important and popular way people who use heroin acquire the drug by making purchases for their peers. Brokering is when a customer buys drugs for a fellow customer using the buyer’s money and is paid using drug the buyer purchases. This distributes heroin costs. Heroin dealers obviously manipulate price and/or drug ...

Purpose – to model demand-driven chain networks on basis of multiple Customer Order Decoupling Points (CODPs). Design/methodology/approach – literature study and a case study in dairy industry, based on in-depth expert interviews. Findings – four main underlying factors of CODP diversity are addressed and modelled. Research limitations/implications – the proposed multiple CODP models provide th...

The transcriptional regulatory sequences in metazoan genomes often consist of multiple cis-regulatory modules (CRMs). Each CRM contains locally enriched occurrences of binding sites (motifs) for a certain array of regulatory proteins, capable of integrating, amplifying or attenuating multiple regulatory signals via combinatorial interaction with these proteins. The architecture of CRM organizat...

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 ...