... discussed at a later point. Ibrahim Elbeltagi can be contacted at: i.elbeltagi@plymouth.ac.uk © Emerald Group Publishing Limited 2014 Qualitative research Customer relations Small-to-medium-sized enterprises Pareto-principle application Manufacturing SMEs Non-IT supported operational...

... aspect of designing business models is the interaction between businesses and their customers, which includes the management of customer‐related information and business activities. This field of business is often referred to as customer relationship management (CRM). The nature of business‐to‐customer...

... be contacted at: marta.valsecchi@polimi.it © Emerald Group Publishing Limited 2007 Italy Customer relations Relationship marketing Mobile communication systems Customer relationship management (CRM) is one of the management tools targeted to increase corporate profit. The goal...

...? These research questions arose from the case company's specific problems in the field sales process. Mobile communication systems Customer relations Action research Baltic States Amer's clients in Estonia were food businesses. About 40 per cent of sales were generated from wholesale and contract...

... and maintaining customer relationships between a company and its customer(s). Relationship marketing Mobile communication systems Customer relations The first distinguishing characteristic pertains to personalization of communication within the mCRM context. Unlike other media, a mobile phone...

... of CRM strategy with the key dimension of its implementation. The depth of the anchorage of this paper in the body of literature is a contribution. Aihie Osarenkhoe can be contacted at: aoh@hig.se © Emerald Group Publishing Limited 2007 Customer relations Customer service management...

..., but the implications for the creation and maintenance of virtual communities in the context of a complex web of supplier relationships has yet to be investigated. Customer relations Electronic commerce Virtual organizations Community, coupled with commerce, content and communication, are widely...

.... Customer relations Process planning Banking © Emerald Group Publishing Limited 2005 Academics and practitioners claimed in the last years that companies must aim for customer orientation in order to survive and be successful in saturated markets (Kotler et al., 2001). Since...

... it provides an evaluation of the presented framework and shows potential fields for further research. It also gives practical advice to managers who plan CRM initiatives. © Emerald Group Publishing Limited 2005 Knowledge management Customer relations Process management Performance measurement...

... are a few lessons from the front. © Emerald Group Publishing Limited 2004 Business process re‐engineering Supply chain management Manufacturing resource planning Customer relations The aim of business process re‐engineering is quick and substantial gains in organizational performance...

... might be emerging in the future and how customer relationship management may be used in different areas of business, such as human resources. © MCB UP Limited 2003 Customer relations Customer service management Competitive advantage Numerous management concepts emerge and become...

... satisfaction and other customer‐related research. However, according to the proposed model, they are positioned in the first, the preliminary CRM development stage. The findings also suggest that managers hold positive attitudes towards CRM and that there is no significant relationship between the type...

... 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...

... to technology, process, and people. © MCB UP Limited 2003 Customer relations Business process re‐engineering Relationship marketing Integration In the mid‐twentieth century, mass production techniques and mass marketing changed the competitive landscape by increasing product availability...

... of such framework and strategy through a real business case. © MCB UP Limited 2003 Customer information Customer relations Customer loyalty Effective customer relationship management (CRM) has become a strategic imperative for companies in virtually every business sector. Companies are moving...

... studies. The conclusions suggest that if organizations want to get the most from their eCRM implementations they need to revisit the general principles of usability and resistance and apply them thoroughly and consistently. © MCB UP Limited 2003 Customer relations Customer service management...