RUJUKAN. Adenbajo, D. (2003). Classifying and selecting e-crm applications: Based Proposal. Management Decision, 41(6):
|
|
- Madison Murphy
- 8 years ago
- Views:
Transcription
1 212 RUJUKAN Adenbajo, D. (2003). Classifying and selecting e-crm applications: Based Proposal. Management Decision, 41(6): An Analysis- Alavi, M., and Leidner, D.E. (2001). Review: Knowledge management and knowledge management systems: Conceptual foundations and research issues. MIS Quarterly, vol. 25(1): Anderson, J.C., and Narus, J.A. (1998). Business marketing: Understanding What Customers Value. Harvard Business Review, vol. 76(1): Bahrami, Ali. (1999). Object Oriented Systems Development Using the Unified Modeling Language. Boston: McGraw Hill Book Companies. Balzer, Robert, Begeman, Michael, Ga rg Pankaj K., Schwartz, Mayer, and Shneiderman, Ben (1988). Panel Discussion on Hypertext and Software Engineering. ACM Press: Proceedings of Hypertext. Berry, L.L. (2002). Relationship marketing of se rvices Perspectives From 1983 And Journal of Relationship Marketing, vol. 1(1): Bieman J.M. (1995). Rapid prototyping: lessons learned. IEEE Software, vol. 15(1):
2 213 Bose, R. (2002). Customer relationship management: Key Components For IT Success. Industrial Management And Da ta Systems, vol. 102(2): Bradshaw, D., and Brash, C. (2001). Managing customer relationships in the e-business world: How To Personalize Computer Relationships For Increased Profitability. International Journal of Retail &Distribution Management, vol. 29 (12): Boehm, B. W. (1988). A Spiral Model of Software Development and Enhancement. Thayer, R.H. (Ed.). CA: IEEE Computer Society Press. Bull, C. (2003). Strategic Issues In Customer Relationship Management (CRM) Implementation. Business Process Management Journal, vol. 9(5): Butler, S. (2000). Changing the game: CRM In The E-World. The Journal of Business Strategy, vol. 21(1): Booch, G., Jacobson, I., and Rumbaugh, J. (2002). The Unified Modeling Language User Guide. MA: Addison-Wesley. Campbell, A. (2003). Creating customer knowledge competence: Managing customer relationship management programs strategically. Industrial Marketing Management, vol. 32(1): Carr, J.M. (1988). A circular model for software development. New York: John Wiley. Chen, I.J., and Popovich, K. (2003). Understanding customer relationship management (CRM): People processes and technology. Business Process Management Journal, vol. 9(5): Computing (2000). IT 'playing only a minor role in CRM'. Retrieved August 18, 2000, from:
3 214 CRM Community (2003). Five views of CRM. Retrieved September 19, 2004, from: CRM Guru (2003). What is CRM? Retrieved September 22, 2003, from: CRMXchange (2003). Interaction management: The foundation of your CRM strategy. Retrieved September 19, 2003, from: CRM (UK)Ltd. (2000). Customer Relationship Management: Delivering the Benefits. Melville Terrace: Trade Brochure. Crosby, L.A., and Johnson, S.L. (2001). What to do before going 1-to-1. Marketing Management, vol. 9(4): Croteau, A.-M., and Li, P. (2003). Critical success factors of CRM technological initiatives. Canadian Journal of the Administrative Sciences, vol. 20(1): Davenport, T.H., and Beers, M.C. (1995). Managing information about processes. Journal of Management Information Systems, vol. 12(1): Day, G. S., and Van den Bulte, C. (2002). Superiority in customer relationship management: Consequences for competitive advantage and performance. Working paper, Wharton School of Economics, University of Pennsylvania. Deck, S. (2003). What is CRM? Retrieved May 21, 2003, from: Dennis, A., Wixom, B. H., and Tegarden, D. (2003). System Analysis & Design - An Object-Oriented Approach with UML. USA: John Wiley &Sons.
4 215 Destination CRM (2002). What is CRM? Retrieved June 24, 2002, from: ticles/default.asp?articleid=1747 Doyle, S. (2001). The role of interaction management systems in the management of customer relationships. Journal of Database Marketing, vol. 8(4): Fahey, L., Srivastava, R.K., Sharon, J.S., and Smith, D.E. (2001). Linking e-business and operating processes: The role of knowledge management. IBM Systems Journal, vol. 40(4): Fairhurst, P. (2001). E-CRM. Journal of Database Marketing, vol. 8(2): Gefen, D., and Ridings, C.M. (2002). Implementation team responsiveness and user evaluation of customer relationship management: A quasi-experimental design study of social exchange theory. Journal of Management Information Systems, vol. 19(1): Google Commercial (2005). What is Web Portal? Retrieved January 8, 2005, from: portal.html Greenberg, P. (2001). CRM at the speed of light. Berkeley: McGraw-Hill. Gronroos, C. (2000). Service management and marketing: A customer relationship management approach. (2nd ed.), Wiley, West Sussex. Gummesson, E. (1999). Total relationship marketing. Butterworth: Oxford. Hagen, P. (1999). Smart Personalization: The Forrester Report. Berkeley Place: University of California, Irvine. Hammer, M. (1996). Beyond reengineering. New York: HarperCollins.
5 216 Hansotia, B. (2002). Gearing up for CRM: Antecedents to successful implementation. Journal of Database Marketing 10 2, pp Hasan, M. (2003). Ensure success of CRM with a change in mindset. Marketing Management 37 8, p. 16. Hirschowitz, A. (2001). Closing the CRM loop: The 21st century marketer's challenge: Transforming customer insight into customer value. Journal of Database Marketing 10 2, pp IT Director.com (2003). CRM. Retrieved June 24, 2003, from: ITtoolbox.com (2003). CRM overview. Retrieved September 9, 2003, from: Jackson, B.B. (1985). Winning and keeping industrial customers. D.C. Heath and Company, Lexington. Kalafatis, S.P. (2002). Buyer seller relationships al ong channels of distribution. Industrial Marketing Management, vol. 15(1): Kalatoka, R. (2002). Roadmap to Success of CRM, Addison-Wesley. Retrieved July 10, 2002, from: Kenneth, C.L., and Jane, P.L. (2001). The roles and functionalities of international networking. San Francisco: Jossey-Bass. Kevin Jones (2005). Opportunity Wales e-commerce. Retrieved January 18, 2005, from:
6 217 Kim, J., Suh, E., and Hwang, H. (2003). A model for evaluating the effectiveness of CRM using the balanced scorecard. Journal of Interactiv e Marketing, vol. 17(1): Kohli, A.K., and Jaworski, B.J. (1990). Market orientation: The construct, research propositions, and managerial implications. Journal of Marketing, vol. 54(1): Kotler, P. (1990). Speech presented at the trustees meeting of the marketing science institute. Boston. Kotorov, R. (2003). Customer relationship management: Strategic lessons and future directions. Business Process Management Journal, vol. 9(5): Kracklauer, A., Passenheim, O., and Seifert, D. (2001). Mutual customer approach: How industry and trade are executing collaborative customer relationship management. International Journal of Reta il &Distribution Management, vol. 29(12): Light, B. (2003). CRM packaged software: A study of organizational experiences. Business Process Management Journal, vol. 9(5): Martha Rogers (2002). Building Customer Value. Retrieved August 9, 2002, from: McCracken, D. D., and M. A. Jackson (1982): Life Cycle Concept Considered Harmful. Software Engineering Notes, vol. 7(2): Mandeep Khera (2003). Customer Relationship Management? Beyond the Buzz. Retrieved September 15, 2003, from:
7 218 Massey, A.P., Montoya-Weiss, M.M., and Holcom, K. (2001). Re-engineering the customer relationship: Leveraging knowledge assets at IBM. Decision Support Systems, vol. 32(2): McKim, B., The differences between CRM and database marketing. Journal of Database Marketing, vol. 9(1): Newell, Frederick. (2000). Customer Relationship Management in the New Era of Internet Marketing. New York: McGraw-Hill. Pan, S.L., and Lee, J.N. (2003). Using e-crm for a unified view of the customer. Communications of the ACM, vol. 46(1): Pantazopoulos, A., (2003). What's really CRM. Retrieved September 19, 2003, from: Park, C.H., and Kim, Y.G. (2003). A framework of dynamic CRM: Linking marketing with information strategy. Business Process Management Journal, vol. 9(5): Parvatiyar, A., and Sheth, J.N. (2000). Conceptual foundations of relationship marketing. In: Sheth, J.N. and Parvatiyar, A., Editors, Handbook of relationship marketing. Thousand Oaks: Sage Publications. Payne, A.F.T., and Frow, P. (2004). A Strategic Framework for Customer Relationship Management. Cranfield University Wo rking Paper in review. Peppers, D., Rogers, M., and Dorf, B. (1999). Is Your Company Ready for One-to- One Marketing? Harvard Business Review, vol. 77(1):
8 219 Piccoli, G., O'Connor, P., Capaccioli, C., and Alvarez, R. (2003). Customer relationship management: A driver for change in the structure of the U.S. lodging industry. Cornell Hotel and Restaurant Administration Quarterly, vol. 44(1): Plakoyiannaki, E., and Tzokas, N. (2002). Customer relationship management: A capabilities portfolio perspective. Journal of Database Marketing, vol. 9(3): PMBOK Guide (2000). A Guide to the Project Management Body of Knowledge. Retrieved February 15, 2000, from: Ragins, E.J., and Greco, A.J. (2003). Customer relationship management and e- business: More than a software solution. Review of Business, vol. 24(1): Rajesh Shakya (2004). What is e-customer Relationship Management (CRM)? United States: Darwin Magazine. Retrieved August 12, 2004, from: Randy Harris (2003). What is Customer Relationshi p Management (CRM) System? United States: Darwin Magazi ne. Retrieved May 8, 2003, from: Reinartz, W. J., Krafft, M., &Hoyer, W. D. (2003). Measuring the customer relationship management construct and linking it to performance outcomes. Working Paper Series of the Teradata Center for Customer Relationship Management, Duke University. Rigby, D.K., Reichheld, F.F., and Schefter, P. (2002). Avoid the four perils of CRM. Harvard Business Review, vol. 12(8): Roberts-Witt, Sarah L. (2000). It s the Customer, Stupid! PC Magazine. Berkeley Place: University of California, Irvine.
9 220 Royce and Winston (1970). Managing the Development of Large Software Systems: Concepts and Techniques. Wescon: Proceedings. Ryals, L., and Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, vol. 19(5): Ryals, L. (2003). Making customers pay: Measur ing and managing customer risk and returns. Journal of Strategic Marketing, vol. 11(1): Sheth, J.N., and Parvatiyar, A. (2000). The handbook of relationship marketing. Thousand Oaks, CA: Sage. Srivastava, R.K., Shervani, T.A., and Fahey, L. (1999). Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing. Journal of Marketing, vol. 63(1): Stefanou, C.J., and Sarmaniotis, C. (2003). CRM and customer-centric knowledge management: An empirical research. Business Process Management Journal, vol. 9(5): Sun Corporation (2002). Java 2 Platform: Enterprise Edition Overview. Retrieved January 16, 2002, from: Sweeney Group (2000). C2 CRM V5.4 by Clear Technologies. Retrieved March 25, 2000, from: Tan, X., Yen, D.C., and Fang, X. (2002). Internet integrated customer relationship management. Journal of Computer Inform ation Systems, vol. 20(1): Teece, D.J., Pisano, G., and Shuen, A. (1997). Dynamic capabilities and strategic management. Strategic Management Journal, vol. 18(7):
10 221 Ulaga, W. (2001). Customer value in business markets Management, vol. 30(1): Industrial Marketing Verhoef, P.C., and Donkers, B. (2001). Predicting customer potential value: An application in the insurance industry. Decision Support Systems, vol. 32(2): Verlaine Murphy, Hutchinson, S., and Coulthard, G. (2002). Microsoft Access Brief ed. US: McGraw-Hill. Wallmuller, E., (1990). Software Quality Assurance - A practical approach. United Kingdom: Prentice Hall. Wilson, H., Daniel, E., and McDonald, M. (2002). Factors for success in customer relationship management (CRM) systems. Journal of Marketing Management, vol. 18(1): Wyner, Gorden A. (1999). Customer Relationship Measurement. Marketing Research, vol.11(2): Yu, L. (2001). Successful customer relationship management Management Review, vol. 18(1): MIT Sloan Zahay, D., and Griffin, A. (2003). Information antecedents of personalization and customization in business-to-business service markets. Journal of Database Marketing, vol. 10(3):
An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon
Industrial Marketing Management 33 (2004) 475 489 An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon Alex R. Zablah*,
More informationPERMISSION TO BORROW
PERMISSION TO BORROW In presenting this dissertation as a partial fulfillment of the requirements for an advanced degree from Georgia State University, I agree that the Library of the University shall
More informationTHE IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT WITHIN TAIWANESE BANKS
THE IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT WITHIN TAIWANESE BANKS Dr. Ying-Yueh Su, Chinese Culture University, Taiwan R.O.C. yysu@sce.pccu.edu.tw Dr. Yen-Ku Kuo*, Chinese Culture University,
More informationCROSS-FUNCTIONAL PROCESSES IN CUSTOMER RELATIONSHIP MANAGEMENT
Key Words: customer relationship management, processes, cross-functional, strategic framework. JEL Classification: M31. Customer Relationship Management (CRM) is a strategic approach which involves creating
More informationCustomer Relationship Management: From Strategy To Implementation. Adrian Payne, Pennie Frow, Cranfield School of Management, UK.
Customer Relationship Management: From Strategy To Implementation Adrian Payne, Pennie Frow, Cranfield School of Management, UK Abstract This paper examines Customer Relationship Management, or CRM, from
More informationAn Examination of Implementing Customer Relationship Management by Chinese-Owned SMEs
An Examination of Implementing Customer Relationship Management by Chinese-Owned SMEs A thesis submitted in partial fulfilment of the requirements for the Degree of Master of Commerce & Management at Lincoln
More informationCRM Processes and the Impact on Business Performance
CRM Processes and the Impact on Business Performance CRISTIAN DUłU Faculty of Economics and Business Administration West University of Timişoara, Str. J.H. Pestalozzi nr. 16A, 300115 Timişoara ROMANIA
More informationTECHNOLOGICAL DIFFERENCES BETWEEN CRM AND ecrm
TECHNOLOGICAL DIFFERENCES BETWEEN CRM AND ecrm Satish Chandra and Ted J. Strickland, Jr. Department of Computer Information Systems College of Business and Public Administration University of Louisville
More informationThe Impact of Knowledge Management on Customer Relationship Management
The Impact of Knowledge Management on Customer Relationship Management Hadi Nejatian Khalilabad*, Omid Nasrollah Mazandarani*, Ilham Sentosa*, Shishi Kumar Piaralal* The business environment is transforming
More informationSURVEYING THE RELATIONSHIP BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT WITH DEVELOPING COMPETITIVE STRENGTH
ALBERTIANA ISSN 0169-434 015; VOL. 8; SPECIAL ISSUE; PP. 96-301 SURVEYING THE RELATIONSHIP BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT WITH DEVELOPING COMPETITIVE STRENGTH MORTEZA FARAJI* *Corresponding Author
More information參 考 文 獻 1. 羅 伯 克 普 朗 與 大 衛 諾 頓 著, 朱 道 凱 譯 (1999), 平 衡 計 分 卡 : 資 訊 時 代 的 策 略 管 理 工 具, 台 北 : 臉 譜 文 化
參 考 文 獻 一 中 文 參 考 文 獻 1. 羅 伯 克 普 朗 與 大 衛 諾 頓 著, 朱 道 凱 譯 (1999), 平 衡 計 分 卡 : 資 訊 時 代 的 策 略 管 理 工 具, 台 北 : 臉 譜 文 化 2. 范 惟 翔 ( 民 90), 顧 客 知 識 管 理 市 場 導 向 與 行 銷 績 效 之 關 係 研 究, 中 正 大 學 企 業 管 理 研 究 所 博 士 論 文
More informationANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES
ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES Daniela Tuleu Marketing and International Business Relations Department, Faculty of Economics and Business Administration, West University,
More informationEuropean, Mediterranean & Middle Eastern Conference on Information Systems 2013(EMCIS2013) October 17-18 2013, Windsor, United Kingdom
Fahed.Alduwailah@brunel.ac.uk, Business School, Brunel University, London, UK Maged.Ali@brunel.ac.uk, Business School, Brunel University, London, UK Abstract The aim of this paper is to develop a theoretical
More informationCustomer Relationship Management (CRM) Processes from Theory to Practice: The Pre-implementation Plan of CRM System
Customer Relationship Management (CRM) Processes from Theory to Practice: The Pre-implementation Plan of CRM System Khalid Rababah, Haslina Mohd, and Huda Ibrahim Abstract Customer relationship management
More informationROLE OF CRM e-business IN KNOWLEDGE ECONOMY
ROLE OF CRM e-business IN KNOWLEDGE ECONOMY Shashidhar Kini K, Assistant Professor, Department of M.C.A, Srinivas Institute of Technolog Valachil, Mangalore,India, Dr. Manjaiah D.H, Professor & Chairman
More informationTHE ALIGNMENT BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT AND IT STRATEGY: A PROPOSED RESEARCH MODEL
THE ALIGNMENT BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT AND IT STRATEGY: A PROPOSED RESEARCH MODEL Durand Aurelie The University of Lyon 3 aurelie.durand@univ-lyon3.fr Bouzidi Laïd The University of Lyon
More informationCustomer Relationship Management System with a Screener
Customer Relationship Management System with a Screener Su, Chun-Hsien, Associate Professor, Department of Business Administration, Chang Jung Christian University, Taiwan August Tsai, Corresponding author,
More informationMOVING TOWARD E-BUSINESS: CUSTOMER RELATIONSHIP MANAGEMENT ALIGNMENT IN MALAYSIAN SMALL BUSINESS
MOVING TOWARD E-BUSINESS: CUSTOMER RELATIONSHIP MANAGEMENT ALIGNMENT IN MALAYSIAN SMALL BUSINESS Norshidah Mohamed, PhD International Business School, Universiti Teknologi Malaysia Associate Professor
More informationExploring the Importance of Knowledge Management for CRM Success
Exploring the Importance of Knowledge Management for CRM Success Aurora Garrido-Moreno, Antonio Padilla-Meléndez, Ana Rosa Del Águila-Obra Abstract After reporting a literature review on Customer Relationship
More informationDeterminants of Performance in Customer Relationship Management Assessing the Technology Usage Performance Link
Determinants of Performance in Customer Relationship Management Assessing the Technology Usage Performance Link Goetz Greve and Sönke Albers Institute of Innovation Research Department for Innovation,
More informationHow To Measure Customer Relationship Management
Online Open Access publishing platform for Management Research Copyright 2010 All rights reserved Integrated Publishing association Research Article ISSN 2229 3795 Study of CRM performance measurement
More informationThe Effect of Organizational Readiness on CRM and Business Performance
The Effect of Organizational Readiness on CRM and Business Performance Cristian DuŃu, HoraŃiu Hălmăjan Abstract CRM is a business strategy which aims to create value for both organization and customers
More informationThe Government of the Russian Federation
The Government of the Russian Federation The Federal State Autonomous Institution of Higher Education "National Research University Higher School of Economics" Faculty of management Department of strategic
More informationThe Relationship of E-CRM, Customer Satisfaction and Customer Loyalty. The Moderating Role of Anxiety
Middle-East Journal of Scientific Research 16 (4): 531-535, 2013 ISSN 1990-9233 IDOSI Publications, 2013 DOI: 10.5829/idosi.mejsr.2013.16.04.11568 The Relationship of E-CRM, Customer Satisfaction and Customer
More informationIndian Institute of Management Bangalore. Customer Relationship Management
Faculty: Prof. G. Shainesh Indian Institute of Management Bangalore Customer Relationship Management Term VI PGP (2011-12) 3 Credit Course Background The primary purpose of any business is to win and keep
More informationElective course in Aalto Executive DBA. 6 credits, 160 hours: Reading articles (110 h) Writing reaction papers on each article (48 h) Oral exam (2 h)
Aalto Executive DBA STRATEGIC MARKETING AND MANAGEMENT Prof. Henrikki Tikkanen Course overview Credits Status of the Course Workload Learning Outcomes 6 cr Elective course in Aalto Executive DBA 6 credits,
More informationAnalysis Of Crm Perspectives Toward Successful Implementation Model. Reza Hosseini. National Agrarian University of Armenia Reza_hosseini143@yahoo.
Analysis Of Crm Perspectives Toward Successful Implementation Model Reza Hosseini National Agrarian University of Armenia Reza_hosseini143@yahoo.com Abstract: Regarding extensive competitive environment
More informationHow To Understand And Understand The Concept Of Customer Relationship Management
ROLE AND IMPORTANCE OF BUSINESS PROCESSES IN THE IMPLEMENTATION OF CRM SYSTEMS Luis H. Bibiano, Enric Mayol, Joan A. Pastor Facultat d Infomàtica de Barcelona Universitat Politècnica de Catalunya {lbibiano,
More informationISSUES OF STRUCTURED VS. OBJECT-ORIENTED METHODOLOGY OF SYSTEMS ANALYSIS AND DESIGN
ISSUES OF STRUCTURED VS. OBJECT-ORIENTED METHODOLOGY OF SYSTEMS ANALYSIS AND DESIGN Mohammad A. Rob, University of Houston-Clear Lake, rob@cl.uh.edu ABSTRACT In recent years, there has been a surge of
More informationMASTER'S THESIS. Customer Relationship Management in the Tourism industry of Iran. Maryam Sotoudeh. Luleå University of Technology
MASTER'S THESIS 2007:057 Customer Relationship Management in the Tourism industry of Iran Maryam Sotoudeh Luleå University of Technology Master Thesis, Continuation Courses Business Administration Department
More informationCustomer Relationship Management (CRM) Technology Impact On Business-To- Business Customer Relationships: Development Of A Conceptual Model
Customer Relationship Management (CRM) Technology Impact On Business-To- Business Customer Relationships: Development Of A Conceptual Model James E. Richard, Sid L. Huff, Peter C. Thirkell, Victoria University
More informationAn organizational perspective on critical success factors for customer relationship management A descriptive case study
University of Augsburg Prof. Dr. Hans Ulrich Buhl Research Center Finance & Information Management Department of Information Systems Engineering & Financial Management Discussion Paper WI-271 An organizational
More informationCUSTOMER RELATIONSHIP MANAGEMENT IMPLEMENTATION: A CASE STUDY IN THE CONSTRUCTION SECTOR
CUSTOMER RELATIONSHIP MANAGEMENT IMPLEMENTATION: A CASE STUDY IN THE CONSTRUCTION SECTOR Elizabeth A. Sear 1, Trevor G. Hartland 2, Mohamed S. Abdel-Wahab 1 and Christopher G. Miller 2 1 ConstructionSkills,
More informationThe Impact of Market Orientation and IT Management Orientation on Customer Relationship Management (CRM) Technology Adoption
The Impact of Market Orientation and IT Management Orientation on Customer Relationship Management (CRM) Technology Adoption James E. Richard, Peter C. Thirkell and Sid L. Huff, Victoria University of
More informationHow To Understand The Concept Of Customer Relationship Management
Customer Relationship Management Eleni K. Kevork, Phd candidate ELTRUN Research Group Department of Management Science and Technology Athens, April 2008 Athens University of Economics and Business ELTRUN
More informationStatus of Customer Relationship Management in India
Status of Customer Relationship Management in India by Dr. G. Shainesh & Ramneesh Mohan Management Development Institute Gurgaon, India Introduction Relationship marketing is emerging as the core marketing
More information73. Human Processes in Customer Relationship Management
73. Human Processes in Customer Relationship Management Shari S. C. Shang National Chengchi University, Taiwan shari_shang@yahoo.com Chih-Hsiang Chen National Chengchi University, Taiwan 94356032@nccu.edu.tw
More informationAn Analytical Study of CRM Practices in Public and Private Sector Banks in the State of Uttar Pradesh
Volume 6, Issue 7, January 2014 An Analytical Study of CRM Practices in Public and Private Sector Banks in the State of Uttar Pradesh Love Kumar Patwa* Kush Kr. Patwa** *Research Scholar Faculty of Art
More informationThe Business Value of CRM Systems: Productivity, Profitability, and Time Lag
The Business Value of CRM Systems: Productivity, Profitability, and Time Lag Shutao Dong PhD Candidate The Paul Merage School of Business University of California, Irvine sdong01@merage.uci.edu Kevin Zhu
More information٠٣/٢٧/١۴٣٣ In The Name Of God ١
In The Name Of God ١ Outline 1. Introduction 6. Research Methodology 2. Literature Review 7. Results 3.Research Problem 8. Conclusion 4. Research Purpose 9. Future Of E-CRM In Iran 5. Research Hypotheses
More informationHow to facilitate the use of customer knowledge in key account management? Hanna Salojärvi, Liisa-Maija Sainio*, Anssi Tarkiainen
Page 1 of 9 ANZMAC 2009 How to facilitate the use of customer knowledge in key account management? Hanna Salojärvi, Liisa-Maija Sainio*, Anssi Tarkiainen Lappeenranta University of Technology, School of
More informationTowards a Definition of a CRM System Life-cycle
Towards a Definition of a CRM System Life-cycle Luis H. Bibiano, Information Systems and Software Engineering Research Group, UPC - Technical University of Catalonia. Barcelona, Spain. lbibiano@lsi.upc.edu
More informationMaking Customer Relationship Management Effective in Organisations
Making Customer Relationship Management Effective in Organisations Abstract This paper seeks to develop a better understanding of Customer Relationship Management (CRM) adoption by organisations and their
More informationThe Dark Side of Relationship Marketing D. Ramkumar* S. Saravanan** Relationship Marketing Paradigm Evolution of Relationship Marketing
The Dark Side of Relationship Marketing D. Ramkumar* S. Saravanan** Relationship Marketing Paradigm Relationship marketing is the new paradigm in marketing literature (Kotler, 1991, Grönroos, C.1994, Gummesson,
More informationE-Customer Relationship Management in the Clothing Retail Shops in Zimbabwe
IJMBS Vo l. 3, Is s u e 1, Ja n - Ma r c h 2013 ISSN : 2230-9519 (Online) ISSN : 2230-2463 (Print) E-Customer Relationship Management in the Clothing Retail Shops in Zimbabwe 1 Muchaneta Enipha Muruko,
More informationDIFFERENCES BETWEEN B2B AND B2C CUSTOMER RELATIONSHIP MANAGEMENT. FINDINGS FROM THE CZECH REPUBLIC 1
DIFFERENCES BETWEEN BB AND BC CUSTOMER RELATIONSHIP MANAGEMENT. FINDINGS FROM THE CZECH REPUBLIC Karel Kolis, Ing. Katerina Jirinova, Ing. et Ing. University of Economics in Prague, Czech Republic Abstract
More informationELK ASIA PACIFIC JOURNAL OF MARKETING AND RETAIL MANAGEMENT. ISSN 0976-7193 (Print) ISSN 2349-2317 (Online) Volume 5 Issue 3, July (2014)
AN EXAMINATION OF CUSTOMER RELATIONSHIP MANAGEMENT AND ITS EFFECT ON CUSTOMER LOYALTY Prof. Dr. M. H. Salim Director, Musaliar Institute of Management, Pathanthitta, Kerala ABSTRACT The paper attempts
More informationThe Government of the Russian Federation
The Government of the Russian Federation The Federal State Autonomous Institution of Higher Education "National Research University - Higher School of Economics" Faculty of management Department of strategic
More informationCustomer Relationship Management, Customer Satisfaction and Loyalty
Doi:10.5901/ajis.2015.v4n3s1p594 Abstract Customer Relationship Management, Customer Satisfaction and Loyalty Ph.D Candidate Aurela Ramaj University of Vlora Ismail Qemali, Albania, Faculty of Economy;
More informationCustomer relationship management and customer loyalty in Nigerian telecommunication industry
Customer relationship management and customer loyalty in Nigerian telecommunication industry Agbaje Yinusa Toyese Obafemi Awolowo University, Ile-Ife, Nigeria Key words Loyalty, service delivery, promotional
More informationA LITERATURE REVIEW ON CUSTOMER RELATIONSHIP MANAGEMENT AND CRITICAL SUCCESS FACTORS
A LITERATURE REVIEW ON CUSTOMER RELATIONSHIP MANAGEMENT AND CRITICAL SUCCESS FACTORS Masoomeh Kordalipoor Department of Management and Accounting,College of Humanities, Hamedan Science and Research Branch,Hamedan,Iran
More informationDeveloping CRM strategies with using balance score card approach in Semnan West Steel Company
SCIENTIFIC RESEARCH CENTER International Journal of Business Economics and Management Studies ISSN 2348-3016 Developing CRM strategies with using balance score card approach in Semnan West Steel Company
More informationNPV-Relevant Product Description and B2B Marketing Contribution to Value Creation
Management and Business Administration. Central Europe Vol. 22, No. 4(127): p. 109 117, ISSN 2084 3356, Copyright by Kozminski University NPV-Relevant Product Description and B2B Marketing Contribution
More informationModule description Customer Relationship Management
Module description Customer Relationship Management 17/11/2014 page 1/6 Module code Central theme W.MSCBA_CRM01.08 This module discusses CRM as a strategic approach that is concerned with creating improved
More informationA Survey of the Relationship between Quality of Work Life and Customer Relationship Management (Case Study: Keshavarzi Bank Branches of Kermanshah)
ORIGINAL ARTICLE Received 15 Oct. 2012 Accepted 30 Dec. 2012 2012, Scienceline Publication www.science-line.com Asian Journal of Social and Economic Sciences Asian J. Soc. Econ. Sci. 1(1): 18-22, 2012
More informationElectronic Customer Relationship Management and Consumer Behavior
글로벌경영연구 第 25 卷 2 號 2013 年 18 月 139 Electronic Customer Relationship Management and Consumer Behavior Chris Adalikwu * Justina Adalikwu ** Abstract Electronic customer relationship management (E-CRM) is
More informationInvestigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores
Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Salar Fathi, M.A. Student, Department of Management, Business Branch, Islamic
More informationThe Effect of Customer Relationship Management on Organizations performance and Competitive Advantage- Effect of Process and Information Technology
The Effect of Customer Relationship Management on Organizations performance and Competitive Advantage- Effect of Process and Information Technology Introduction Azza El Borsaly Customer relationship management
More information1. INTRODUCTION. Proceedings of the. Available online at www.icoec.my
Proceedings of the Available online at www.icoec.my The Critical Success Factors of e-crm Implementation to Small and Medium Enterprises Zaman Ali*, Ishaku Ishaya, Haslinda Hassan Universiti Utara Malaysia,
More informationAn Enterprise Knowledge Management System Based on the Use Case Model
An Enterprise Knowledge Management System Based on the Use Case Model Yixin Li 1, Nan Ren 2 and Sohail S. Chaudhry 3 1 School of Business Administration, Jiangsu University, Zhenjiang 212013, Jiangsu,
More informationIdentifying the Dominant Perspective on Customer Relationship Management in the Last Decade 2000 2010. Ayca KANGAL
Identifying the Dominant Perspective on Customer Relationship Management in the Last Decade 2000 2010 Ayca KANGAL Akdeniz University, ASUBYO, Antalya, Turkey aycakangal@akdeniz.edu.tr Abstract Customer
More informationCustomer Relationship Management (CRM) Systems. MIS 4133 Software Systems
Customer Relationship Management (CRM) Systems MIS 4133 Software Systems Outline CRM and CRM System Phases Applications CRM Software Capabilities Aspects of CRM Market Segments Business Value Performance
More informationService quality: beyond cognitive assessment Bo Edvardsson Service Research Center, Karlstad University, Karlstad, Sweden
The Emerald Research Register for this journal is available at wwwemeraldinsightcom/researchregister The current issue and full text archive of this journal is available at wwwemeraldinsightcom/0960-4529htm
More informationAntecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means
Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means Costas Assimakopoulos 1 1 Department of Business Administration, Alexander
More informationOrganization Development Consulting
Organization Development Consulting Winter, 2013 Psychology 883 Department of Psychology University of Waterloo Professor John Michela Course Description This course provides an introduction to the theories
More informationApplication of Customer Relationship Management Systems in Business: Challenges and Opportunities
Application of Customer Relationship Management Systems in Business: Challenges and Opportunities K. Liagkouras, K. Metaxiotis Abstract Customer relationship management (CRM) systems in business are a
More informationCustomer Relationship Management Systems in Business: 12 Years of Research & Practice 2000-2012
Customer Relationship Management Systems in Business: 12 Years of Research & Practice 2000-2012 KOSTAS METAXIOTIS Decision Support Systems Laboratory, Department of Informatics, University of Piraeus,
More informationImpact of CRM in Increasing Customer Awareness; An Empirical Study in Odisha Market
Page31 Impact of CRM in Increasing Customer Awareness; An Empirical Study in Odisha Market ABSTRACT: Dr. Biswamohan Dash Principal, Swosti Group of Institution, Bhubaneswar, Odisha. This research study
More informationOPTIMAL SCHEMATIZATION OF CRM AND SERVICE QUALITY USING TOPSIS (CASE STUDY: SADERAT BANK OF MAZANDARAN) ALI
Indian J.Sci.Res. (): 9-7, 0 ISSN: 0976-876 (Print) ISSN: 0-08(Online) OPTIMAL SCHEMATIZATION OF CRM AND SERVICE QUALITY USING TOPSIS (CASE STUDY: SADERAT BANK OF MAZANDARAN) ALI SORAYAEI a, MEHRDAD HOSSEIN
More informationCustomer Relationship Management and Internet Implementation: Empirical Study on local Jordanian Enterprises* Dr. Ghaith Mustafa Al-Abdallah
Customer Management and Internet Implementation: Empirical Study on local Jordanian Enterprises* Dr. Ghaith Mustafa Al-Abdallah Assistant Professor of Marketing Department of Marketing Faculty of Economics
More informationSurveying the Influence of Customer Relationship Management on Gaining Competitive Advantage
Surveying the Influence of Customer Relationship Management on Gaining Competitive Advantage Hassan Mehrmanesh Faculty of, Islamic Azad University, Central Tehran Branch, Tehran, Iran Ahmad Hedayati zafarghandi
More informationDeveloping a Measurement Model for Evaluating CRM Effectiveness (In service-based industries) gharibpoor@yahoo.com
Developing a Measurement Model for Evaluating CRM Effectiveness (In service-based industries) Mahshid Gharibpoor 1, Milad Kouchekian 2, Sahar Jamshidi 3 1 Master of Business Administration, Department
More informationKey words: CRM, Systems Implementation, Relationship Marketing
IS 470 Literature Review Customer Relationship Management Systems Implementation 1. Introduction Systems implementation, in general, is one of the most widely discussed topics in IS academic literature
More informationKnowledge Management Systems and their Impact on Knowledge-Intensive Business Processes
Knowledge Management Systems and their Impact on Knowledge-Intensive Business Processes José Antonio Robles-Flores Doctoral Program in Information Systems W.P. Carey School of Business Arizona State University
More informationDiscuss ways to improve economic growth Small business Using Customer Relationship Management (CRM)
Discuss ways to improve economic growth Small business Using Customer Relationship Management (CRM) Abouzar Mahdi Nakhaei, Ebrahim Azizi Abstract Undoubtedly, we can say that our customers are the most
More informationAcademic Course Description. SE2003 Software Project Management Second Semester, 2014-15 (Even semester)
Course (catalog) description: Academic Course Description SRM University Faculty of Engineering and Technology Department of Software Engineering SE2003 Software Project Management Second Semester, 2014-15
More informationCritical success factors in customer relationship management implementation
Kamyar kavosh Faculty of Management and Human Resource Development University Technology Malaysia, Skudai,Johor,Malasia Abu Bakar,A.H Faculty of Management and Human Resource Development University Technology
More informationA CONCEPTUAL MODEL OF CUSTOMER RELATIONSHIP MANAGEMENT ALIGNMENT
IADIS International Conference Information Systems 2012 A CONCEPTUAL MODEL OF CUSTOMER RELATIONSHIP MANAGEMENT ALIGNMENT Norshidah Mohamed 1, Nor Shahriza Abdul Karim 1, Murni Mahmud 2, Abdul Rahman Ahlan
More informationCustomer Relationship Management Practices In Banking Sector
Customer Relationship Management Practices In Banking Sector L.Sampath 1 & S.Narender 2 1 Assistant Professor, St. John PG College, Yellapur, Hasanparthy, Warangal,Telangana State,INDIA-506379 2 Assistant
More informationIT Evaluation Practices in Electronic Customer Relationship Management (ecrm)
Category: Electronic Commerce 2285 IT Evaluation Practices in Electronic Customer Relationship Management (ecrm) I Chad Lin Curtin University of Technology, Australia IntroductIon Organizations are becoming
More informationCustomer Knowledge Management Competence: Towards a Theoretical Framework
Customer Knowledge Management Competence: Towards a Theoretical Framework Rollins, Minna & Halinen, Aino Turku School of Economics and Business Administration, Department of Marketing minna.halonen-rollins@tukkk.fi
More informationTHE RELATIONSHIP BETWEEN ecrm IMPLEMENTATION AND E- LOYALTY AT DIFFERENT ADOPTION STAGES OF TRANSACTION CYCLE: A CONCEPTUAL FRAMEWORK AND HYPOTHESIS
THE RELATIONSHIP BETWEEN ecrm IMPLEMENTATION AND E- LOYALTY AT DIFFERENT ADOPTION STAGES OF TRANSACTION CYCLE: A CONCEPTUAL FRAMEWORK AND HYPOTHESIS Talhat Alhaiou, Information System Evaluation and Integration
More informationCONCEPTUAL FRAMEWORK OF CRM PROCESS IN BANKING SYSTEM
CONCEPTUAL FRAMEWORK OF CRM PROCESS IN BANKING SYSTEM Syede soraya alehojat 1, Ebrahim Chirani 2, Narges Delafrooz 3 1 M.sc of Business Management, Rasht Branch, Islamic Azad University, Iran 2, 3 Department
More informationThe Implementation of Customer Relationship Management: Case Study from the Indonesia Retail Industry
ICSIIT2015, 047, v1 (final): The Impact of C... 1 The Implementation of Customer Relationship Management: Case Study from the Indonesia Retail Industry Leo Willyanto Santoso 1, Yusak Kurniawan 1, Ibnu
More informationIMPLEMENTATION METHODOLOGY OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS: TOWARDS DEVELOPING SUCCESSFUL PRINCIPLES AND GUIDELINES
IMPLEMENTATION METHODOLOGY OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS: TOWARDS DEVELOPING SUCCESSFUL PRINCIPLES AND GUIDELINES Khalid Rababah Management Information System (MIS) Department, College
More informationAn Empirical Study on the e-crm Performance Influence Model for Service Sectors in Taiwan
An Empirical Study on the e-crm Performance Influence Model for Service Sectors in Taiwan Te-Ming Chang Lin-Li Liao Wen-Feng Hsiao Department of Information Management, Department of Information Management,
More informationPLANNING FOR SUCCESS WITH CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM (CRM) IMPLEMENTATIONS
PLANNING FOR SUCCESS WITH CUSTOMER RELATIONSHIP MAGEMENT SYSTEM (CRM) IMPLEMENTATIONS Mahesh S. Raisinghani, Associate Professor IS & Global, Texas Woman s University, School of Management, Denton, TX
More informationUNDERSTANDING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN LEADING CROATIAN COMPANIES
UNDERSTANDING CUSTOMER RELATIONSHIP MANAGEMENT () IN LEADING CROATIAN COMPANIES Miroslav Mandić Tihomir Vranešević Scientific paper Abstract The aim of this research was to investigate the understanding
More informationCRM: A Conceptual Framework of Enablers and Perspectives
CRM: A Conceptual Framework of Enablers and Perspectives Saeed Gholami (Corresponding Author) Graduate Research Student Multimedia University, Malaysia Tel: 60-13-698-7606 E-mail: gholami.mmu@gmail.com
More informationRole of E-CRM in Indian Banking Sector. *Ajit Kumar Sahoo **Dr. Rashmita Sahoo
Role of E-CRM in Indian Banking Sector *Ajit Kumar Sahoo **Dr. Rashmita Sahoo *Research Scholar **Lecturer, Department of Business Administration, Utkal University, Vani Vihar, Odissa. Abstract Information
More informationA study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner
Feb., 2012 Marketing management A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner Dr. Kirti Gulati (Ass Prof) Institute of
More informationTHE IMPORTANCE OF CUSTOMER RELATIONSHIP MANAGEMENT IN SOFTWARE ENTERPRISES LIFE CYCLE
THE IMPORTANCE OF CUSTOMER RELATIONSHIP MANAGEMENT IN SOFTWARE ENTERPRISES LIFE CYCLE By Kranidioti Diamanto A THESIS REPORT Presented to the Project Management Program in the School of Management of City
More informationIncorporated definition of customer relationship management towards successful performance
International Journal of Service Science, Management and Engineering 2014; 1(6): 57-62 Published online January 20, 2015 (http://www.openscienceonline.com/journal/ssme) Incorporated definition of customer
More informationThe Role of Knowledge Management in Building E-Business Strategy
The Role of Knowledge Management in Building E-Business Strategy Mohammad A. ALhawamdeh, P.O.BOX (1002), Postal Code 26110, Jarash, Jordan, +962-2-6340222 M.al-hawamdeh@bcs.org.uk Abstract - e-business
More informationDeveloping and Validating Customer Relationship Management (CRM) Practices Construct
International Journal of Business and Behavioral Sciences Vol., No.; January 0 Developing and Validating Customer Relationship Management (CRM) Practices Construct Zuliana Zulkifli, *Izah Mohd Tahir Faculty
More informationApplied Analytics in a World of Big Data. Business Intelligence and Analytics (BI&A) Course #: BIA 686. Catalog Description:
Course Title: Program: Applied Analytics in a World of Big Data Business Intelligence and Analytics (BI&A) Course #: BIA 686 Instructor: Dr. Chris Asakiewicz Catalog Description: Business intelligence
More informationAn Integrative Implementation Framework for Electronic Customer Relationship Management: Revisiting the General Principles of Usability and Resistance
An Integrative Implementation Framework for Electronic Customer Relationship Management: Revisiting the General Principles of Usability and Resistance Abstract Jerry Fjermestad School of Management Information
More informationThe Government of the Russian Federation
The Government of the Russian Federation The Federal State Autonomous Institution of Higher Education "National Research University - Higher School of Economics" Faculty of management Department of strategic
More informationA Tool to Support Knowledge Based Software Maintenance: The Software Service Bay
A Tool to Support Knowledge Based Software Maintenance: The Software Service Bay Jonathan I. Maletic Robert G. Reynolds Computer Science Department Wayne State University 431 State Hall Detroit, MI 48202
More information