Cover Image

Successful customer relationship management programs and technologies issues and trends /

"This book offers case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management"--Provided by publisher.

Bibliographic Details
Corporate Author: IGI Global.
Other Authors: Eid, Riyad.
Format: Electronic
Language:English
Published: Hershey, Pa. : IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA), c2012.
Subjects:
Customer relations > Management > Data processing.
Customer relations > Management > Computer programs.
Marketing
Customer service
Analytics
Social media
Business intelligence
Business relationship management
Database marketing
Data mining
Supplier relationship management
Sales intelligence
Online Access:Chapter PDFs via platform:
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010 # # |z 2012001132 
020 # # |a 9781466602892 (ebook) 
020 # # |z 9781466602885 (hbk.) 
020 # # |z 9781466602908 (print & perpetual access) 
024 7 # |a 10.4018/978-1-4666-0288-5  |2 doi 
035 # # |a (CaBNVSL)gtp00550964 
035 # # |a (OCoLC)807847687 
040 # # |a CaBNVSL  |c CaBNVSL  |d CaBNVSL 
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082 0 4 |a 658.8/120285  |2 23 
245 0 0 |a Successful customer relationship management programs and technologies  |b issues and trends /  |c Riyad Eid, editor.  |h [electronic resource] : 
260 # # |a Hershey, Pa. :  |b IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA),  |c c2012. 
300 # # |a electronic texts (285 p.) :  |b digital files. 
504 # # |a Includes bibliographical references. 
505 0 # |a 1. Effective implementation of sales-based CRM systems: theoretical and practical issues / George J. Avlonitis and Nikolaos G. Panagopoulos -- 2. The goals of customer relationship management / Ronald E. Goldsmith -- 3. Global account management (GAM): creating companywide and worldwide relationships to global customers / Svend Hollensen and Vlad Stefan Wulff -- 4. Can firms develop a service-dominant organisational culture to improve CRM? / Jamie Burton -- 5. Identifying the determinants of customer retention in a developing country context / Norizan Mohd Kassim, Salaheldin Ismail, and Nor Asiah Abdullah -- 6. Customer relationship management in social and Semantic Web environments / Ángel García-Crespo ... [et al.] -- 7. CRM in the context of airline industry: a case study of Mexican Airline / Riyad Eid and Mustafa Zaidi -- 8. Role of time in development of trust within hi-tech SME business relationships / Khurram Sharif and Salaheldin Ismail Salaheldin -- 9. A conceptual model of customer innovation centric / Amin A. Shaqrah -- 10. Customers knowledge and relational marketing: a Web 2.0 perspective / Pasquale Del Vecchio and Valentina Ndou -- 11. Customer relationship management through communication strategy: fibres industry case study / Abdel Moneim M. B. Ahmed -- 12. Media richness theory and the intention to use online stores / Eric Brunelle -- 13. Do managerial strategies influence service behaviours?: insights from a qualitative study / Anna-Lena Ackfeldt and Neeru Malhotra -- 14. Applications of customer relationship marketing in the UK hospitality industry / Geoff Lancaster and Diana Luck -- 15. Determinants and antecedents of relationship marketing orientation: the impact of bank ownership style on the bank's orientation towards relationship marketing / Ahmed Abdelkader, Howard Jackson, and John Cook -- 16. Consumer demand in the Egyptian market of university education: an empirical investigation / Amany I. Shahin -- 17. A cluster analysis of physician's values, prescribing behaviour and attitudes towards firms' marketing communications / Despina Karayanni -- 18. Adoption of electronic payment services by Iranian customers / Abbas Keramati ... [et al.]. 
506 # # |a Restricted to subscribers or individual electronic text purchasers. 
520 3 # |a "This book offers case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management"--Provided by publisher. 
530 # # |a Also available in print. 
538 # # |a Mode of access: World Wide Web. 
588 # # |a Description based on title screen (IGI Global, viewed 2/21/2012). 
650 # 0 |a Customer relations  |x Management  |x Data processing. 
650 # 0 |a Customer relations  |x Management  |x Computer programs. 
653 # # |a Marketing 
653 # # |a Customer service 
653 # # |a Analytics 
653 # # |a Social media 
653 # # |a Business intelligence 
653 # # |a Business relationship management 
653 # # |a Database marketing 
653 # # |a Data mining 
653 # # |a Supplier relationship management 
653 # # |a Sales intelligence 
700 1 # |a Eid, Riyad. 
710 2 # |a IGI Global. 
776 0 # |c (Original)  |w (DLC)2012001132 
776 0 8 |i Print version:  |w (DLC) 2012001132  |z 9781466602885  |z 1466602880 
856 4 1 |u https://ezaccess.library.uitm.edu.my/login?url=http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/978-1-4666-0288-5  |3 Chapter PDFs via platform: 

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