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Evaluating the satisfaction index using automated interaction service and customer knowledgebase : a big data approach to CRM
Chiranjeevi, H. S.; Shenoy, Manjula K.; Diwakaruni, Syam S. - In: International journal of electronic customer … 12 (2019) 1, pp. 21-39
Persistent link: https://www.econbiz.de/10012253350
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CRM and automation : intervention of Artificial Intelligence
Patnaik, Rabinarayan; Goel, Richa; Mahapatra, Durga Madhab - In: Artificial intelligence and digital diversity …, (pp. 295-314). 2022
Persistent link: https://www.econbiz.de/10014391770
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Some functionality aspects of Customer Relationship Management : a review of studies
John, Waseem - In: The marketing review 18 (2018) 2, pp. 181-199
Persistent link: https://www.econbiz.de/10011961553
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Architecture Board Practices in Adaptive Enterprise Architecture with Digital Platform: A Case of Global Healthcare Enterprise
Masuda, Yoshimasa; Shirasaka, Seiko; Yamamoto, Shuichiro; … - In: International Journal of Enterprise Information Systems … 14 (2018) 1, pp. 1-20
This article aims to investigate solutions incorporated by a group called an Architecture Board in the global healthcare enterprises (GHE) for solving issues and mitigating related architecture risks while implementing “Adaptive Integrated EA framework,” which can be applied in companies...
Persistent link: https://www.econbiz.de/10012044514
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Impact of Social CRM Capabilities on Firm Performance: Examining the Mediating Role of Co-Created Customer Experience
Kamboj, Shampy; Yadav, Mayank; Rahman, Zillur; Goyal, … - In: International Journal of Information Systems in the … 8 (2016) 4, pp. 1-16
The emergence of social media technologies have drastically changed the face of customer relationship management (CRM …), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of … social CRM. This article extends capability-based perspective of traditional CRM by integrating it with social media …
Persistent link: https://www.econbiz.de/10012045857
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Empowering CRM Through Business Intelligence Applications: A Study in the Telecommunications Sector
Al-Zadjali, Mohamed; Al-Busaidi, Kamla Ali - In: International Journal of Knowledge Management (IJKM) 14 (2018) 4, pp. 68-87
organizations in different functions. This article examines the impacts of BI on customer relationship management (CRM) functions … (marketing, sales and customer services) in the telecommunications sector. The literature found that BI application in CRM in a … guidelines for practitioners in the area of CRM, BI, and telecommunications to help understand why to invest in BI in specific …
Persistent link: https://www.econbiz.de/10012046278
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Service and Billing Management Method for ICT Services
Iwashita, Motoi; Tanimoto, Shigeaki - In: International Journal of Software Innovation (IJSI) 4 (2016) 2, pp. 1-16
Information and communication technology (ICT) including broadband networks, cloud computing, a variety of mobile devices, point-card systems, and “virtual coins” can induce complicated situations concerning customer management. In particular, billing management is very critical, and it is...
Persistent link: https://www.econbiz.de/10012047767
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Segmenting Markets by Means of CRMs: An Application to Restaurants
Heredero, Carmen De Pablos; Gallego-Gómez, Cristina - In: International Journal of Web Portals (IJWP) 8 (2016) 1, pp. 1-12
Customer Relationship Management Systems, CRM, are technological assets that can help firms to develop the required … of Customer Relationship Management system CRM, to the restaurant industry is offered. The VIPs group has developed … this tool. Therefore, a follow-up of the strategy followed with the CRM system in the period from 2011-2016 has been …
Persistent link: https://www.econbiz.de/10012048704
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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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DATA MINING BASED MODEL AGGREGATION
Szucs, Imre - 2007
Applying modelling techniques for getting acquainted with customer behaviour, predicting the customers’ next step is neccessary to keep in competition, by decreasing the capital requirement (Basel II - IRB) or making the portfolio more profitable. According to the easily implementable...
Persistent link: https://www.econbiz.de/10009446008