... 11 2015 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Decision making Customer service Customer service management Customer information Database management Furthermore, apart from simply considering the huge volume of information...

... management Customer information Companies with the ultimate source of competitive advantage are those capable of continuously creating new knowledge and effectively managing knowledge assets (Nonaka, 1998). For decades, organizations have recognized the value of knowledge management (KM...

.... Customer information Customer service management Computer software Information technology (IT) is constantly implemented by organisations to help improve competitiveness although it seems that as new IT‐based systems and concepts become available, they are devoured by organisations with little...

... leadership, sourcing, targeting and evaluation strategies. © MCB UP Limited 2003 Customer relations Customer information Integration United Kingdom CRM normally involves business process change and the introduction of new information technology, consequently effective leadership...

..., this value reflects customer equity, but from a customer's perspective, it represents the customer's perceived value of the relationship. In order to manage such a relationship successfully, it is necessary to support diverse customer information – such as of‐the‐customer, for‐the‐customer...