Knowing and managing the concept of customer experience is the main factor in creating competitiveness for any organization. Moreover, without customer experience management, a business cannot specify appropriate strategies to maintain the current market and business sustainability. However, most of the existing studies have looked at this subject abstractly and have not provided a comprehensiv...

For many large scale companies, especially those operating in future deregulation markets, Customer Relationship Management (CRM) is becoming an increasingly important business success factor. After a short introduction to issues in Customer Relationship Management, this paper highlights facets and experiences from a CRM project, describes our view of the role of Data Warehousing for CRM purpos...

in the present study, the survey research strategy was used to investigate the effect of factors influencing the success of customer relationship management (crm) considering mediating effects of organizational factors. the population consisted of managers and employees in the sports services sector of six metropolitan hotels of iran and 67 hotels were selected as the study sample. the data wer...

Many municipal governments adopted 311 decades ago and have advocated access equality in citizens’ use of 311. However, the role of citizens in the development and usage of 311 remains limited. Channel choices have been discussed in various types of governmental information and communication technologies (ICTs), especially when the innovative technology has just been adopted. Much has supported...

Customer experience is increasingly the differentiator between successful companies and those who struggle. Currently, customer experiences become more dynamic; and they advance with each interaction between the company and a customer. Every customer conversation and any effort to evolve these conversations would be beneficial and should ultimately result in a positive customer experience. The ...

Purpose of the article: The purpose this article is to identify role customer experience plays in transformation and develop a theory that brings together related concepts order position phenomenon macromarketing context.Methodology/methods: grounded development approach based upon sequential search content analysis research papers acquired primarily from Scopus Web Science databases by process...

paying attention to customers is necessary for continuing operation in competitive markets today. through customers’ satisfaction, organizations can reduce production costs and increase their revenues. customer relationship management can help the managers and organizations with establishing a constructive relationship with customers and maintaining them. therefore, developing and deploying an ...