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La innovación centrada en el cliente utilizando el modelo de inferencias en una estrategia CRM
Gil-Lafuente, Anna María; Luis-Bassa, Carolina - In: Investigaciones Europeas de Dirección y Economía de … 17 (2011) 2, pp. 15-32
All the areas within the company contact their customers, some directly and others from within the organization. CRM … of client's information in order to adjust CRM strategies to meet the expectations and adding value …
Persistent link: https://www.econbiz.de/10010280546
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Relationships among knowledge-oriented leadership, customer knowledge management, innovation quality and firm performance in SMEs
In: Journal of Innovation & Knowledge (JIK) 7 (2022) 1, pp. 1-10
Drawing upon the literature on knowledge management, leadership, and innovation, this study investigates the possible associations among customer knowledge management, knowledge-oriented leadership, innovation quality, and firm performance in 283 small and medium-sized enterprises (SMEs) in...
Persistent link: https://www.econbiz.de/10013266812
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The impact of CKM and customer satisfaction on customer loyalty in Saudi banking sector: The mediating role of customer trust
Albarq, Abbas N. - In: Administrative Sciences 13 (2023) 3, pp. 1-13
This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust, and the mediating function of customer trust in the knowledge-loyalty and satisfaction-loyalty in the Saudi banking sector. This study intends to provide light on the...
Persistent link: https://www.econbiz.de/10014333234
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Customer focus in UK e-Government: Or, putting the politics back into e-Government
Cornford, James; Richter, Paul - In: International Journal of Business Science & Applied … 2 (2007) 1, pp. 34-46
The techniques and technologies of customer service, as introduced under the guise of e-government, have brought certain aspects of public service users into sharp focus, but at the expense of other aspects. It is hypothesised that this effect may lie behind the failure of half a decade of...
Persistent link: https://www.econbiz.de/10011946275
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Minimising risk: The application of Kotter's change management model on customer relationship management systems. A case study
Sittrop, Danny; Crosthwaite, Cheryl - In: Journal of Risk and Financial Management 14 (2021) 10, pp. 1-20
Implementing a Customer Relationship Management (CRM) system requires significant consideration with respect to change … value and utilisation of a CRM system'. Kotter's eight-stage change model is the adopted change model used by the …
Persistent link: https://www.econbiz.de/10013201180
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Customer Engagement durch KMU-Loyalitätsprogramme? Eine Status-Quo-Analyse am Beispiel der Weinwirtschaft
Heimers, Regine; Rüger-Muck, Edith; Theuvsen, Ludwig - In: PraxisWISSEN Marketing 2 (2017) 01/2017, pp. 62-73
In den letzten Jahren wurde in der Marketingforschung und in der Marketingpraxis Customer Engagement (CE) als entscheidender Einflussfaktor für die Kundenloyalität gehandelt. Unternehmen können CE durch Kontaktpunkte und für den Kunden relevante Anreize fördern. Loyalitätsprogramme können...
Persistent link: https://www.econbiz.de/10013270959
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The best practice of CRM implementation for small- and medium-sized enterprises
Pohludka, Michal; Štverková, Hana - In: Administrative Sciences 9 (2019) 1, pp. 1-17
is to analyze the use of CRM (Customer Relationship Management) systems in small- and medium-sized enterprises (SMEs) in … the Czech Republic and to find the determinants for CRM system implementation. The best practice for CRM implementation … suitable for SMEs is clarified using a specific case of a global enterprise. A fully functional CRM system can be considered a …
Persistent link: https://www.econbiz.de/10012612059
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The effect of externalities on adoption of social customer relationship management (SCRM)
Gu, Vicky Ching; Davis, Jonathan; Cao, Ray Qing; Vogt, John - In: International Journal of Quality Innovation 3 (2017) 11, pp. 1-15
The rise of social media technology has led to new customer relationship management tools that engage customers more easily and directly (social customer relationship management, SCRM). However, the usefulness of SCRM is contingent upon a successful adoption by an organization. Various...
Persistent link: https://www.econbiz.de/10012621464
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CRM technology and KAM performance: The mediating effect of key account-related knowledge
Salojärvi, Hanna; Sainio, Liisa-Maija - In: jbm - Journal of Business Market Management 8 (2015) 1, pp. 435-454
This paper examines the effect of customer relationship management (CRM) technology investment and key account … Finnish industrial suppliers and subjected to factor analysis and hierarchical linear regression. The results show that CRM … technology is positively related to key account-related knowledge. In addition, the results show that the effect of CRM …
Persistent link: https://www.econbiz.de/10011282357
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CRM development in hospitality companies for the purpose of increasing the competitiveness in the tourist market
Ivanovic, Slobodan; Mikinac, Kresimir; Perman, Luka - In: UTMS Journal of Economics 2 (2011) 1, pp. 59-68
CRM as a trend in business and business philosophy consists of a series of complex and diverse business resources such …, has found great benefits and advantages in using CRM. Different kinds of CRM applications and systems have become … extremely popular in all sectors. Thus, in the tourism sector, CRM has become one of the most important strategy in attracting …
Persistent link: https://www.econbiz.de/10010285713