Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the proces...

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term r...

Examination of alliance formation and management in the context of ‘fit’ or alignment with individual partner’s organisational strategy, administrative systems, and managerial characteristics still remains unexplored. This conceptual paper argues that the success of alliances depends on the ability of the partners to strategically match/align resources, capabilities, compatibilities and the man...

Today in response to the changes in global economy, growing customer demands and increasing IT possibilities the public sector adapts approaches that have proven to be successful in business environment. Many private companies have successfully implemented customer relationship management strategies and are starting to use knowledge management applications to improve the quality and efficiency ...

The integration of customer relationship management (CRM) and supplier relationship management (SRM) to facilitate supply chain management in the areas of supplier selection using a help desk approach has become a promising solution for manufacturers to identify appropriate suppliers and trading partners to form a supply network on which they depend for products, services, and distribution. In ...

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...

The importance of buyer-supplier relations has been recognized by research as well as practice. Information sharing and knowledge exchange have been found to positively impact closer collaboration, increase transparency, and improve perceptions of trust between buyers and sellers. There is however, lesser research about IT as an enabler in the dynamics of buyer-seller relationship management. A...