This article examines how electronic customer relationship management (e-CRM) has affected both organizational and individual behavior in a leading Canadian bank. The innovative and customer-driven culture of this bank pushed it toward early adoption of e-CRM technology. The findings emphasize the role played by many strategic and organizational dimensions in the success of e-CRM implementation...

The advent of internet has led to the application of electronic services in enhancing the customer relationship management. E-CRM integrates IT in internal organization in executing the marketing strategies. The current issue facing the E-CRM is determining the number of customers that are responsive to the e-commerce application. Furthermore, a huge number of customers are continuously becomin...

In the recent years, customer relationship management (CRM) has being depictured by the software vendors as a cure-alls for the enterprises which wish to acquire, maintain efficiently customer share and at last to gain more profit in globalized market with fierce competition. However, the currently popular CRM marketing practice often produces disappointing outcomes. The more popular this marke...

Businesses across sectors use Customer Relationship Management (CRM) to capture and manage their customer data, yet many published studies focus on single industries so their generalizability is limited. In this article, the authors take a multi-sector view of CRM implementation in three areas of the UK services sector: banking and finance, professional services, and the government/public secto...

Customer Relationship Management Systems have been employed by large organisations for a number of years, but with the availability of inexpensive hardware and software and easy access to the Internet, Small and Medium-sized Enterprises (SMEs) are now starting to adopt CRM systems. This paper describes a study of the factors influencing CRM adoption in 126 SMEs in the retail, manufacturing and ...

In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Following the resource-based view of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization’s ability to harness and orchestrate lower order capabilities that comprise physical assets, such as IT infrastructure, an...

Various cis-regulatory module (CRM) predictors have been proposed in the last decade. Several well-established CRM predictors adopted different categories of prediction strategies, including window clustering, probabilistic modeling and phylogenetic footprinting. Appropriate integration of them has a potential to achieve high quality CRM prediction. This study analyzed four existing CRM predict...

For an organisation to undertake a Customer Relationship Management (CRM) implementation program it needs to consider a multitude of issues. Some authors have hinted at viewing CRM within a wider perspective. The aim of this paper is to discuss the domain of CRM from an organisation's point of view. However, CRM needs to be identified as the whole organisation, including its internal and extern...

Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper explores and analyses contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within C...