Customer relationship management (CRM) can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they adopted CRM as a core business strategy and invested heavily. CRM, an integration of information technology and relatio...

Most organizations have perceived the customer relationship management (CRM) concept as a technological solution for problems in individual areas, accompanied by a great deal of uncoordinated initiatives. Nevertheless, CRM must be conceived as a strategy, due to its human, technological, and processes implications, at the time an organization decides to implement it. On this basis, the main goa...

Evidence suggests that many organizations are finding it hard to implement a CRM strategy. This article reports on the research conducted over the last five years that explores how organizations can successfully develop a CRM strategy. We propose a multi-layered framework for mapping and understanding the interrelationships between complex variables relating to CRM strategy implementation. The ...

Knowledge Management and Analytical CRM are useful tools and technology in decision making process and understanding in an organization. This paper aims to provide a complete analysis of the concepts of Data Mining, knowledge management and analytical CRM to set up a framework for integrating all three together. The objective is to show how Knowledge Management and analytical CRM can be integra...

The market enthusiasm generated around investment in CRM technology is in stark contrast to the naysaying by many academic and business commentators. This raises an important research question concerning the extent to which companies should continue to invest in building a CRM capability. Drawing on field interviews and a survey of senior executives, the results reveal that a superior CRM capab...

Shipping, the World's largest industry, consists of sectors and each sector is approaching the IT revolution in different ways for the achievement of competitive advantages. Today the shipping industry has expanded dramatically and it is in the process of harnessing the advancements of Information Technology in providing added value for the business. Customer Relationship Management (CRM) is a ...

The authors propose a conceptual model that purports to explain why there is variability in the relative success of CRM implementation initiatives. The model depicts how users’ beliefs regarding the perceived impact of CRM technology are formed and suggests that the compatibility of those cognitions with established identity beliefs ultimately determines whether individuals will adopt or resist...

During the last decade, the deployment of Information Technology (IT) has been rapidly evolving from a necessary evil to a legitimate business strategy. In the early to mid 1990’s Business Process Reengineering (BPR) was the hot business tool that allowed IT deployment to generate a positive return on investment (ROI) and obtain business objectives. The late 1990’s have brought us another hot s...

INTRODUCTION Patients in underdeveloped nations have limited access to life-saving medical technology including cardiac rhythm management (CRM) devices. We evaluated alternative means to provide such technology to this patient population while assessing the safety and efficacy of such a practice. METHODS Patients in the United States with clinical indications for extraction of CRM devices wer...

Customer relationship management (CRM) can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today’s competitive era, they adopted CRM as a core business strategy and invested heavily. CRM, an integration of information technology and relatio...