Successful Customer Relationship Management Programs and Technologies: Issues and Trends

Successful Customer Relationship Management Programs and Technologies: Issues and Trends

Copyright: © 2012 |Pages: 358

ISBN13: 9781466602885|ISBN10: 1466602880|EISBN13: 9781466602892

DOI: 10.4018/978-1-4666-0288-5

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Eid, Riyad, editor. Successful Customer Relationship Management Programs and Technologies: Issues and Trends. IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0288-5

APA

Eid, R. (Ed.). (2012). Successful Customer Relationship Management Programs and Technologies: Issues and Trends. IGI Global. https://doi.org/10.4018/978-1-4666-0288-5

Chicago

Eid, Riyad, ed. Successful Customer Relationship Management Programs and Technologies: Issues and Trends. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0288-5

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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

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Front Materials

Title Page

Copyright Page

Editorial Advisory Board

Preface

Chapters

Chapter 1

Effective Implementation of Sales-Based CRM Systems: Theoretical and Practical Issues (pages 1-14)

George J. Avlonitis, Nikolaos G. Panagopoulos

Interest in sales technology (ST) and sales-based CRM systems has been increasing in recent years. Indeed, companies spend a great deal of their budgets in implementing CRM systems into their sales organizations. In spite of these...

Chapter 2

The Goals of Customer Relationship Management (pages 15-26)

Ronald E. Goldsmith

The present article proposes that the variety of existing managerial practices collectively described as “customer relationship management” can be organized and coordinated into a logical sequence of goals and methods that is more...

Chapter 3

Global Account Management (GAM): Creating Companywide and Worldwide Relationships to Global Customers (pages 27-46)

Svend Hollensen, Vlad Stefan Wulff

Global account management (GAM) has become a critical issue for many multinational corporations that compete in a fast changing global market environment. In this article, we approach GAM from a benchlearning perspective, synthesize...

Chapter 4

Can Firms Develop a Service-Dominant Organisational Culture to Improve CRM? (pages 47-68)

Jamie Burton

CRM is more than the tactical application of technology solutions; it is a broader strategic approach to managing customer relationships (Payne and Frow, 2005) in order to create value. This article will review the challenges of...

Chapter 5

Identifying the Determinants of Customer Retention in a Developing Country Context (pages 69-82)

Norizan Mohd Kassim, Salaheldin Ismail, Nor Asiah Abdullah

This paper investigates how image, perceived service quality and satisfaction determine customer retention in the retail banking industry in Malaysia. Data was obtained using a self-administered survey involving a convenience sample...

Chapter 6

Customer Relationship Management in Social and Semantic Web Environments (pages 83-92)

Ángel García-Crespo, Ricardo Colomo-Palacios, Juan Miguel Gómez-Berbís, Fernando Paniagua Martín

The growing influence of the Internet in current 21st-century everyday life has implied a paradigm shift in terms of relationships between customers and companies. New interaction means in the Web 1.0 have undergone a dramatic change...

Chapter 7

CRM in the Context of Airline Industry: A Case Study of Mexican Airline (pages 93-100)

Riyad Eid, Mustafa Zaidi

The airline industry is known as high-tech industry that leads other business sectors, serving as a technological role-model. This paper proposes a conceptual model for Customer Relationship Management (CRM) implementation in the...

Chapter 8

Role of Time in Development of Trust within Hi-Tech SME Business Relationships (pages 101-114)

Khurram Sharif, Salaheldin Ismail Salaheldin

This study investigated the function of time (as a moderator, determinant or quasi moderator) within hi tech Small to Medium Sized Enterprise (SME) downstream (i.e., customer) trust-based relationships. A four antecedent (i.e....

Chapter 9

A Conceptual Model of Customer Innovation Centric (pages 115-130)

Amin A. Shaqrah

Customer innovation centric is not only an important perspective on value-creation, but also a new strategy discipline that IT software companies in Jordan should embrace if they are pursue to enlargement successfully. Furthermore...

Chapter 10

Customers Knowledge and Relational Marketing: A Web 2.0 Perspective (pages 131-144)

Pasquale Del Vecchio, Valentina Ndou

The radical changes occurring in the global business environment, that is, in the information technology field and in management practices, call for a general rethinking of firms strategic positioning and competition. In this...

Chapter 11

Customer Relationship Management through Communication Strategy: Fibres Industry Case Study (pages 145-155)

Abdel Moneim M. B. Ahmed

Changes in today’s organisations are often necessary for survival due to the world becoming smaller and the threat from foreign imports becoming more apparent to businesses. Often the most damaging element of this foreign threat is...

Chapter 12

Media Richness Theory and the Intention to Use Online Stores (pages 156-173)

Eric Brunelle

Although media richness theory has received considerable empirical support in explaining individual channel use and could provide important insights into the explanation of e-consumer behavior, no studies have validated this theory...

Chapter 13

Do Managerial Strategies Influence Service Behaviours?: Insights from a Qualitative Study (pages 174-187)

Anna-Lena Ackfeldt, Neeru Malhotra

Based on a review of the extant literature, a conceptual framework for analyzing the associations between managerial strategies (internal communications, empowerment, supportive leadership and professional development), employee job...

Chapter 14

Applications of Customer Relationship Marketing in the UK Hospitality Industry (pages 188-209)

Geoff Lancaster, Diana Luck

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was...

Chapter 15

Determinants and Antecedents of Relationship Marketing Orientation: The Impact of Bank Ownership Style on the Bank’s Orientation towards Relationship Marketing (pages 210-231)

Ahmed Abdelkader, Howard Jackson, John Cook

This study investigates the extent of Relationship Marketing Orientation (RMO) in the banking sector of Egypt. The need to deliver a superior value to bank customers has assumed paramount importance as competition intensifies at a...

Chapter 16

Consumer Demand in the Egyptian Market of University Education: An Empirical Investigation (pages 232-249)

Amany I. Shahin

This study explores consumer demands in the Egyptian market of university education. Three aspects discussed are the value of university education in Egyptian culture, consumer perceptions regarding the quality of university...

Chapter 17

A Cluster Analysis of Physician’s Values, Prescribing Behaviour and Attitudes towards Firms’ Marketing Communications (pages 250-267)

Despina Karayanni

In this paper, the authors present an exploratory research on the associations between physicians’ personal values with physicians’ prescribing criteria and preferred marketing communications. The research involved extant marketing...

Chapter 18

Adoption of Electronic Payment Services by Iranian Customers (pages 268-285)

Abbas Keramati, Bahar Hadjiha, Rose Taeb, Navid Mojir

The objective of this paper is to investigate customers’ adoption of Electronic payment services. This study contributes to existing e-payment and adoption research by presenting a detailed description of factors that enhance and...

Back Materials

Compilation of References

About the Contributors

Index

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