CRM is a process or methodology which is used to learn more about customers' needs and behaviors in order to develop stronger and reliable relationships with them. A problem is that CRM means different things to different people. The meaning of CRM ranges from direct e-mails, mass customization...

In today’s maturing consumer markets, emphasis is shifting from straightforward sales to a more holistic approach to customer life cycle management, with a stronger emphasis on how sales are generated and service provided all along the customer journey. Effectively managing these different...

Sales force performance is predominant in the B2B marketing literature. This chapter reviews how sales force performance has been defined, operationalized and measured. By providing a typology of sales force performance along two dimensions - namely positive versus negative performance and...

The authors present findings from an analysis of articles related to product design published within eight leading journals important to marketing thought. Based on this analysis, which covers the fourteen year period from 1995-2008, the authors propose a conceptual model of product design and...

International communication is becoming ever more important for small and medium sized businesses. Nevertheless, it often fails to function as it should. The main challenge for the next few years is to successfully apply internationalisation not only to brands and products, but to communication....

In Austria and Switzerland, Centers of Excellence for PR have been developed which are now known throughout Europe. PR and Communications Management Qualifications are the order of the day for communications experts in the Alpine countries. But the education and job markets are restricted and...

With the advent of new information & communication technologies (ICT) and its ever growing application in connecting people, online social media have become one of the main platforms for people to people interaction and this has obvious impact on formulation of marketing strategy for better...

This research article explores the effect of mobile wallet users’ perception and satisfaction on preference for mobile wallets. The paper further examines the mediating effect of satisfaction on preference of m-wallet. Primary data was collected through online survey from 506 mobile wallet...

The Moral Machine Experiment (MME) reported large-scale public opinion about how AVs should make ethical decisions (e.g., how should AVs choose between protecting passengers vs. pedestrians if harm was unavoidable). But several academics and industry practitioners have decreed that such...

Despite mixed performance reviews and experiences, customer relationship management (CRM) is among the most widely used and discussed management ideas by managers around the world. Commentators have noted that CRM has become “big business” and that there are many commercial actors selling...