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:
Table of Contents:
  • 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.].

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