Purpose – This article describes the successful application of behavioral differentiation in transforming the culture of a large engineering‐oriented company as it strived to become more customer‐centric. Design/methodology/approach – Customer satisfaction surveys and interviews...

Purpose – It is widely acknowledged that customer relationship management (CRM), market orientation, organizational learning and innovation are the most critical knowledge‐based capabilities required to achieve superior performance. The purpose of this paper is to identify management...

Purpose – The purpose of this study is to observe and analyze current banking practices in Pakistan, regarding the electronic customer relationship management system (ECRM). The aim is to explore the variables in relation to operational problems that may occur with banks that use ECRM and the...