Behaviour & Information Technology Vol. 28‚ No. 4‚ July–August 2009‚ 373–387 Modelling electronic customer relationship management success: functional and temporal considerations M. Khalifaa* and K.N. Shenb a Information Systems Department‚ City University of Hong Kong‚ 83 Tat Chee Avenue‚ Kowloon‚ Hong Kong; bDepartment of Management Information Systems‚ Abu Dhabi University‚ PO Box 59911‚ Abu Dhabi‚ United Arab Emirates (Received 23 November 2006; final version received 26 January 2008)
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of customer relationship management 1.1 introduction 1.2 data warebouses case study 1.3 customer contact 1.4 organizational implications 1.5 the payback 1.6 value for the customer case study 1.7 value for the company case study 1.8 buzz‚ not buzz-word 1.9 social customers relationship management chapter 2 how to manage customer relationship 2.1 sponsorship & leadership 2.2 customer profitability management 2.3 customer context & customer intimacy
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The Relationship between Customer Loyalty and Satisfaction Introduction In the past decades‚ there was a controversial issue about the relationship between customer loyalty and satisfaction. Actually‚ it is still a heated debate nowadays. Some people said that customer satisfaction bring customer loyalty‚ while some people believed that customer loyalty affect customer satisfaction. Interestingly‚ very few executives and managers understand the critical difference. The purpose of this paper is
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The Customer relationship management (CRM) is about the management of the clientele‚ their records and their relation and to use this data to further develop the customer relation policies and management decisions. Basically the CRM is the integration of people‚ technology and the business process in the quest to protect the existing clientele and provide the pragmatic opportunities to further enhance the circle of satisfied and loyal customers. The CRM is the catalyst that provides useful help
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INTRODUCTION Customers are becoming ever more demanding‚ and in most markets they have more options to choose from than ever before. . A customer is a person who becomes accustomed to buying from you. Without a strong track record of contact and repeat purchase‚ this person is NOT your customer; he is a buyer. A true customer is grown over time. The satisfaction a customer gets from the consumption of an organization’s product or service pre-empts his or her subsequent decisions on the same products
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A PROJECT REPORT ON “CUSTOMER RELATIONSHIP MANAGEMENT IN MARUTI DEALERSHIP” FOR “MARUTI WONDER CARS PVT. LTD.” SUBMITTED BY ABHIJEET K. RAUT UNDER THE GUIDANCE OF PROF. - MRS. ASHWINI SOVANI SUBMITTED TO “UNIVERSITY OF PUNE” IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF “MASTERS OF MARKETING MANAGEMENT (MMM)” THROUGH VISHWAKARMA INSTITUTE OF MANAGEMENT PUNE-48 ACKNOWLEDGEMENT I express great pleasure in introducing
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importance of Customer Relationship Management (CRM) and its potential to help them acquire new customers‚ retain existing ones and maximize their lifetime value. At this point‚ close relationship with customers will require a strong coordination between IT and marketing departments to provide a long-term retention of selected customers‚The role of Customer Relationship Management in banking sector is very important and the need for Customer Relationship Management to increase customer value by using
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keeping customers happy‚ not only by providing good food‚ but also excellent service is the key to staying competitive. ! a) Explain in your own words‚ how customer relationship management is proving to be a successful tool for organisations to retain and attract new customers. b) Suggest different ideas that Rajat can use to keep the customers happy in his chain of restaurants. (Total : 718 + 752 = 1470 words) 1a. Delighting the Customer Building relationships with customers has become
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Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Learning Objectives 1. 2. 3. 4. 5. How do enterprise systems help businesses achieve operational excellence? How do supply chain management systems coordinate planning‚ production‚ and logistics with suppliers? How do customer relationship management systems help firms achieve customer intimacy? What are the challenges posed by enterprise applications? How are enterprise applications used in platforms for
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Framework for Customer Relationship Management Introduction: This article explores the plethora of literature available on CRM and relationship marketing and emphasizes the need for a single‚ process-based framework that helps in making a comprehensive CRM strategy followed by its successful implementation. The objective is to highlight CRM’s role in enhancing customer value and
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