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Left Behind Expectations - How to Prevent CRM Implementations from Failing

References Payne, Adrian and Penny Frow (2005), “A Strategic Framework for Customer Relationship Management“, Journal of Marketing, 69 (4), pp. 167 - 176. Reinartz, Werner J., Manfred Krafft, and Wayne D. Hoyer (2004), “The Customer Relationship Management Process: Its Measurement and Impact on Performance“, Journal of Marketing Research, 41 (3), pp. 293 - 305. Rigby, D. K., F. F. Reichheld, and P. Schefter (2002), “Avoid the Four Perils of CRM“, Harvard Business Review, 80 (2), pp. 101 - 109.

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Data Analytics in CRM Processes: A Literature Review

References [1] Econsultancy and Adobe, Digital Trends in the Financial Services and Insurance Sector, 2016. [2] D. Sasikala, S. Kalaiselvi, and M. Phil Scholar, “Data Mining for Business Intelligence in CRM System,” International Journal of Multidisciplinary Research and Development, vol. 3, no. 3, pp. 198-200, Mar. 2016. [3] P. Gončarovs and J. Grabis, “Using Data Analytics for Continuous Improvement of CRM Processes: Case of Financial Institution,” New Trends in Databases and Information Systems, pp. 313

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Social CRM Adoption and its Impact on Performance Outcomes: a Literature Review

Literature Acker, O., Gröne, F., Akkad, F., Pötscher, F., & Yazbek, R. (2011). Social CRM: How Companies Can Link into the Social Web of Consumers. Journal of Direct, Data and Digital Marketing Practice , 13 (1), 3–10. Retrieved from http://papers.ssrn.com/abstract=1899459 Askool, S., & Nakata, K. (2011). A conceptual model for acceptance of social CRM systems based on a scoping study. AI & SOCIETY , 26 (3), 205–220, http://doi.org/10.1007/s00146-010-0311-5 Askool, S., & Nakata, K. (2012). Investigation into the adoption intention of

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Effects of the Application of the CRM Concept to Profitability of the Banks

References Arsovski S., (2002), Quality Economics Management, University of Kragujevac, Kragujevac Brink, A., Berndt, A.(2009): Customer Relationship Management & Customer Service , Juta andCo Ltd., Lansdowne Forsyth, R. (2001): Six Major Impediments to Change and How to Overcome Them in CRM . Kotler Ph., Keller K. L. (2006): Marketing Management . Data Status.Belgrade, 2006. Mahesh Agnihotri; Ganga Bhavani (2015): “Impact of Customer Relationship Management Practices on the Profitability of UAE Banks”A Comparative Study

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Determinants, Advantages and Threats Resulting from Application of The Relationship Marketing Concept and CRM Technology In Maintaining Customer Loyalty In Travel Offices in Poland

References 1. Berry L.L. (1983), Service Marketing is Different , „The Journal of Business”, No. 30. 2. Finnegan D., Willcocks L. (2007), Implementing CRM. From Technology to Knowledge , John Wiley Sons Ltd., Chichester. 3. Grunewalder A. (2007), Implementing CRM systems. Approaches and potential problems , GRIN Verlag Norderstedt. 4. Ngai E.W.T. (2005), Customer relationship management research (1992-2002): An academic literature review and classifi cation, „Marketing Intelligence

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Factors Influencing Attitudes Towards the Use of CRM’s Analytical Tools in Organizations

References Almotairi, M. (2009). A framework for successful CRM implementation. European and Mediterranean Conference on Information Systems, July 13-14, 1-14, http://dx.doi.org/10.1509/jmkg.2005.69.4.167. Avlonitis, G., Nikolaos, J. & Panagopoulos, G. (2005). Antecedents and consequences of CRM technology acceptance in the sales force. Industrial Marketing Management, 34(4), 355‒368, http://dx.doi.org/10.1016/j.indmarman.2004.09.021 Baran, R. J., Galka, R. J. & Strunk, D.P. (2008). Principles of Customer

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What Do Managers Think About the Success Potential of CRM Campaigns?

References Barone, M. J., Miyazaki, A. D., Taylor, K. A. (2000) The influence of CRM on Consumer Choice: Does one good turn deserve another? Journal of the Academy of Marketing Science, 28: 248-261. Bhattacharya, C. B., Sen, S. (2004) Doing better at doing good: When, why, and how consumers respond to corporate social initiatives. California Management Review, 47(1), 9-24. Bednall, D. H. B., Walker, I., Curl, D., LeRoy, H. (2000) Business support approaches for charities and other nonprofits. International Journal of Nonprofit and Voluntary

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Customer Relationship Management (CRM) - Philosophy and its Significance for the Enterprise

REFERENCES Deszczyński, B., 2013. Globalne strategie zarządzania relacjami z klientami . IX Kongres Ekonomistów Polskich, Warszawa. Deszczyński, B., Deszczyński, P., 2011. CRM Strategia systemu zarządzania zmianą . Oficyna a Wolters Kulwer Business, Warszawa. Frąckiewicz, E., Rudawska, E., 2004. Zarządzanie relacjami z klientem z wykorzystaniem koncepcji Customer Relationship Management . Przegląd Organizacji, 7-8. Galvao, M., de Carvalho, R., Bezerra de Oliveira, L., et al., 2018. Customer loyalty approach based on CRM for SMEs

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Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study

-284. Alim, S. and Ozuem, W. (2014), “The influences of e-CRM on customer satisfaction and loyalty in the UK mobile industry”, Journal of Applied Business and Finance Researches, Vol. 3, No. 2, pp. 47-54. Al-Refaie, A., Al-Tahat, M.D. and Bata, N. (2014), “CRM/e-CRM effects on banks performance and customer-bank relationship quality”, International Journal of Enterprise Information Systems, Vol. 10, No. 2, pp. 62-80. Azila, N. and Noor, M. (2011), “Electronic customer relationship management performance: its impact on loyalty from customers

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Linking CRM capabilities to business performance: a comparison within markets and between products

. (2009, February). Customer relationship management capability: Antecedents and ITS impact on CRM performance. In AMA Educators Proceedings (Vol. 20, pp. 162-163). American Marketing Association. Bohling, T., Bowman, D., LaValle, S., Mittal, V., Narayandas, D., Ramani, G., & Varadarajan, R. (2006). CRM implementation: Effectiveness issues and insights. Journal of Service Research , 9 (2), 184-194. Boulding, W., Staelin, R., Ehret, M., & Johnston, W. J. (2005). A customer relationship management roadmap: What is known, potential pitfalls, and where to go

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