This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furth...

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...

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 ...

The aim of this study is assessing the effectiveness of Customer Relationship Management factors in Isfahan tourism and travel agencies by Structural Equation Modeling (SEM). It is practical according to the goal and it’s a kind of descriptive survey in terms of methodology. Research population included all of staffs and managers at tourism and travel agencies in Isfahan in 2012 that 274 of the...

The telecommunication industry has evolved into a highly competitive market, which requires companies to put an effective customer relation approach in place. In order to increase customer relationship management, social network analysis (SNA) can be used to increase the knowledge related to the customers’ influence. SNA can improve relevant information that helps to increase the customer exper...

The research in the area of Customer Relation Management (CRM) applied to two prototype studies on learning and mobility offers an opportunity to experiment new multimedia data management, data analysis, and distributed collaboration. Software engineering practices based on cloud technology techniques acquire from the Web what is needed for rapid prototyping and to satisfy the needs of customer...

in this research the relation of salesperson interactional behaviors with customer and salesperson performance is investigated. also the relation of idealized influence behavior, inspirational motivation behavior, intellectual stimulation behavior, individualized consideration behavior and smart selling behavior with salesperson performance, regarding vowel and pictorial products is studied. in...