This research-in-progress paper uses a socio-technical perspective to analyse how organisational changes unfold in the post-adoption stage of a CRM implementation in an organisation. The qualitative interpretive case study was conducted at an innovative office automation solutions organisation in Bangkok, Thailand. The research findings reveal that the organisation’s sociotechnical system has b...

This research-in-progress paper uses a socio-technical perspective to analyse how organisational changes unfold in the post-adoption stage of a CRM implementation in an organisation. The qualitative interpretive case study was conducted at an innovative office automation solutions organisation in Bangkok, Thailand. The research findings reveal that the organisation’s sociotechnical system has b...

Economic globalization and Information Technology development have intensified the competition among modern enterprises, independent of the trade and sector in which they develop. In this intense battle, the customer relationship has arisen as an important resource for establishing a competitive position against the rest of competitors. Customer Relationship Management (CRM), particularly, is a...

MUSASHI is a set of commands which enables us to efficiently execute various types of data manipulations in a flexible manner, mainly aiming at data processing of huge amount of data required for data mining. Data format which MUSASHI can deal with is either an XML table written in XML or plain text file with table structure. In this paper we shall present a business application system of MUSAS...

A growing ‘chasm’ separates consumers and the adversarial buyer-seller practices of commerce. CRM systems focusing on maximizing transaction values are “ultimately doomed.” In response, Zuboff and Maxmin (2002) have outlined the contours of the new enterprise logic based upon “relationship economics.” Their paradigm recognizes the critical need for satisfying ‘new’ consumers’ needs for psycholo...

The rapid growing of information technology (IT) motivates and makes competitive advantages in health care industry. Nowadays, many hospitals try to build a successful customer relationship management (CRM) to recognize target and potential patients, increase patient loyalty and satisfaction and finally maximize their profitability. Many hospitals have large data warehouses containing customer ...

Many businesses have turned to customer relationship management (CRM) to strategically position themselves in electronic marketplaces with information and communication technologies (ICT). With greater emphasis placed on the application of technology, does the infusion of ICT influence a business’ ability to retain its customers? This study examined the relationships among three CRM elements be...

Healthcare is implementing CRM as a strategy for managing interactions and communication with patients which involves using Information and Communication Technology (ICT) to organize, automate, and coordinate business processes. CRM with the Web technology provides healthcare the ability to broaden service beyond its usual practices, and thus provides a particular advantageous environment for t...

Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a clear agreement on what CRM is and especially how CRM should be developed remains lacking. It is now commonly understood that CRM involves technology, drives Marketing, Sales and Customer Services and i...

Organizations have been forced to transform themselves from “product-centric” to “customer-centric” for various reasons. Becoming customer centric is one of the most important aims of any organization. Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a ...