You are previewing Successful Customer Relationship Management Programs and Technologies.
O'Reilly logo
Successful Customer Relationship Management Programs and Technologies

Book Description

The field of Customer Relationship Management (CRM) has broadened greatly in recent years as technological applications have expanded.
Successful Customer Relationship Management Programs and Technologies: Issues and Trends offers the latest research and developments for researchers, practitioners, and academics alike. This volume contains case studies, methodologies, frameworks, and architectures, and generally the cutting edge in research within the field of customer relationship management. In order to stay abreast of the latest updates in the field, a volume like this serves as a reference book and handbook for semantics and follow-through for managers and decision-makers.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Editorial Advisory Board and List of Reviewers
    1. Associate Editors
    2. List of Reviewers
  5. Preface
  6. Chapter 1: Effective Implementation of Sales-Based CRM Systems
    1. ABSTRACT
    2. INTRODUCTION
    3. A PROCESS FOR SALES-BASED CRM IMPLEMENTATION
    4. FACTORS INFLUENCING EFFECTIVE SALES-BASED CRM IMPLEMENTATION
    5. CRM SYSTEM FACTORS
    6. CRM-BASED KEY PERFORMANCE INDICATORS FOR MANAGERIAL DECISION MAKING
    7. DISCUSSION-IMPLICATIONS
  7. Chapter 2: The Goals of Customer Relationship Management
    1. ABSTRACT
    2. INTRODUCTION
    3. CUSTOMER RELATIONSHIP MANAGEMENT
    4. THE GOALS OF CUSTOMER RELATIONSHIP MANAGEMENT
    5. ACQUIRING CUSTOMERS
    6. RETAINING CUSTOMERS
    7. DEVELOPING CUSTOMERS
    8. CONSULTING WITH CUSTOMERS
    9. CONVERTING CUSTOMERS
    10. IMPLICATIONS FOR CRM MANAGEMENT
    11. SUGGESTED RESEARCH
    12. DISCUSSION AND CONCLUSION
  8. Chapter 3: Global Account Management (GAM)
    1. ABSTRACT
    2. INTRODUCTION
    3. THE GAM TEAM
    4. TOP MANAGEMENT SHORT-TERMISM
    5. MANAGEMENT IMPLICATIONS
    6. APPENDIX A
    7. APPENDIX B
  9. Chapter 4: Can Firms Develop a Service-Dominant Organisational Culture to Improve CRM?
    1. ABSTRACT
    2. INTRODUCTION: WHAT DOES CRM INVOLVE?
    3. AN ORGANISATIONAL LOGIC FOR CRM
    4. CULTURE
    5. MARKETING CULTURE AND CLIMATE
    6. A NEW DOMINANT LOGIC FOR BUSINESS CULTURE
    7. A CLIMATE FOR VALUE CREATION
    8. A SERVICE-DOMINANT CLIMATE FOR CRM
    9. FOUNDATIONS OF S-DL AND INFLUENCERS OF ORGANISATIONAL CULTURE
    10. CRM CULTURE RESEARCH
    11. ‘EVOLVING’ TO A SERVICE-DOMINANT CULTURE FOR CRM
  10. Chapter 5: Identifying the Determinants of Customer Retention in a Developing Country Context
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. RESEARCH METHOD
    5. DISCUSSION
    6. IMPLICATIONS, LIMITATIONS AND CONCLUSION
  11. Chapter 6: Customer Relationship Management in Social and Semantic Web Environments
    1. ABSTRACT
    2. INTRODUCTION
    3. WEB 2.0 AND CUSTOMER RELATIONSHIP MANAGEMENT
    4. SEMANTIC WEB AND CUSTOMER RELATIONSHIP MANAGEMENT
    5. CRM AND TECHNOLOGY FUTURE TRENDS
    6. CONCLUSION AND FUTURE WORK
  12. Chapter 7: CRM in the Context of Airline Industry
    1. ABSTRACT
    2. INTRODUCTION
    3. OBJECTIVES OF THE PAPER
    4. LITERATURE REVIEW AND CONCEPTUAL MODEL
    5. METHODOLOGY
    6. DATA COLLECTION PROCESS
    7. OVERVIEW OF THE CASE STUDIES
    8. LIMITATIONS AND SUGGESTIONS FOR FUTURE RESEARCH
  13. Chapter 8: Role of Time in Development of Trust within Hi-Tech SME Business Relationships
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. RESEARCH METHODOLOGY
    5. RESULTS
    6. DISCUSSION
    7. MANAGERIAL IMPLICATIONS, LIMITATIONS AND FUTURE RESEARCH
    8. APPENDIX
  14. Chapter 9: A Conceptual Model of Customer Innovation Centric
    1. ABSTRACT
    2. INTRODUCTION
    3. REVIEW OF LITERATURE
    4. CUSTOMER EXPERIENCE
    5. CUSTOMER KNOWLEDGE
    6. CUSTOMERS COMMUNITIES
    7. CUSTOMER INNOVATION MANAGEMENT
    8. ORGANIZATIONAL LEARNING FROM CUSTOMER
    9. METHODS
    10. CONCLUSION
    11. APPENDIX
  15. Chapter 10: Customers Knowledge and Relational Marketing
    1. ABSTRACT
    2. INTRODUCTION
    3. 1. CRM: A KNOWLEDGE MANAGEMENT PERSPECTIVE
    4. 2. CRM: A RELATIONAL MARKETING PERSPECTIVE
    5. 3. FACTORS AND CONDITIONS FOR THE EFFECTIVENESS OF A CRM STRATEGY
    6. 4. CRM AT GLANCES: AN INTERDISCIPLINARY READING OF ITS STRATEGIC APPROACH
    7. 5. WEB 2.0, TECHNOLOGIES FOR THE IMPLEMENTATION OF AN EFFECTIVE CUSTOMERS RELATIONSHIPS MANAGEMENT STRATEGY
    8. CONCLUSION
  16. Chapter 11: Customer Relationship Management through Communication Strategy
    1. ABSTRACT
    2. INTRODUCTION
    3. COMPANY’S PROFILE
    4. CONCLUSION
  17. Chapter 12: Media Richness Theory and the Intention to Use Online Stores
    1. ABSTRACT
    2. INTRODUCTION
    3. THEORETICAL FRAMEWORK
    4. METHODOLOGY
    5. DISCUSSION AND CONCLUSION
    6. LIMITATIONS ON THE STUDY AND FUTURE RESEARCH
  18. Chapter 13: Do Managerial Strategies Influence Service Behaviours?
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. METHOD
    5. FINDINGS
    6. CONCLUSION, LIMITATIONS AND FUTURE RESEARCH
  19. Chapter 14: Applications of Customer Relationship Marketing in the UK Hospitality Industry
    1. ABSTRACT
    2. INTRODUCTION
    3. AIMS AND OBJECTIVES
    4. THE LONDON HOTEL SECTOR
    5. MARKETING WITHIN THE HOTEL INDUSTRY
    6. METHODOLOGY
    7. SECONDARY RESEARCH
    8. PRIMARY RESEARCH
    9. THE REAL OBJECTIVES OF CRM WITHIN THE HOTEL INDUSTRY
    10. CRM AS AN ENHANCER OF THE BASIC OFFERINGS OF HOTEL CHAINS
    11. THE PRODUCT ELEMENT OF HOTEL OFFERINGS
    12. INTERNAL AND EXTERNAL BUILDING BLOCKS OF CRM WITHIN THE HOTEL INDUSTRY
    13. PROCESSES AND MECHANISMS
    14. THE INTEGRATION OF INFORMATION MANAGEMENT SYSTEMS
    15. THE AGE OF COMMUNICATION AND INTERACTION
    16. PREVAILING PERCEPTIONS ABOUT THE STATE OF CRM IN THE HOTEL INDUSTRY
    17. SUNDRY FACTORS OF CRM OPERATIONS AND STRATEGY
    18. SYNOPTIC OVERVIEW
    19. LIMITATIONS AND SUGGESTIONS FOR FURTHER RESEARCH
    20. CONCLUSION, DISCUSSION AND RECOMMENDATIONS
  20. Chapter 15: Determinants and Antecedents of Relationship Marketing Orientation
    1. ABSTRACT
    2. INTRODUCTION
    3. RELATIONSHIP MARKETING IN THE BANKING SECTOR
    4. DISCUSSION AND CONCLUSION
    5. LIMITATIONS AND FURTHER RESEARCH
  21. Chapter 16: Consumer Demand in the Egyptian Market of University Education
    1. ABSTRACT
    2. INTRODUCTION
    3. THE FOUNDATIONS OF CURRENT HIGHER EDUCATION IN EGYPT
    4. CURRENT MARKET OF UNIVERSITY EDUCATION
    5. CONSUMER OF HIGHER EDUCATION IN EGYPT
    6. DEMAND FOR HIGHER EDUCATION
    7. RESEARCH FINDINGS
    8. ASSOCIATIONS BETWEEN PREFERENCES
    9. DIFFERENCES IN PREFERENCES BETWEEN INCOME GROUPS
    10. CONCLUSION
    11. LIMITATIONS AND SUGGESTIONS FOR FURTHER RESEARCH
  22. Chapter 17: A Cluster Analysis of Physician’s Values, Prescribing Behaviour and Attitudes towards Firms’ Marketing Communications
    1. ABSTRACT
    2. INTRODUCTION
    3. THEORETICAL BACKGROUND
    4. METHODOLOGY
    5. FINDINGS
    6. IMPLICATIONS
    7. LIMITATIONS AND FUTURE RESEARCH
    8. APPENDIX A
  23. Chapter 18: Adoption of Electronic Payment Services by Iranian Customers
    1. ABSTRACT
    2. INTRODUCTION
    3. IMPACT OF RESEARCHED FACTORS ON ELECTRONIC PAYMENT ADOPTION
    4. MODEL INTERPRETATION
    5. DISCUSSION
    6. CONCLUSION
  24. Compilation of References
  25. About the Contributors
  26. Index