... 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...

... for this type of operations. Markku Tinnilä can be contacted at: markku.tinnila@aalto.fi © Emerald Group Publishing Limited 2013 Business process management Banking Customer service management Product positioning Service strategy Service positioning Service factory Efficiency Service...

... which in turn, will increase their satisfaction. © Emerald Group Publishing Limited 2013 Customer differentiation Change management Numerical model Priority queue Business process modelling (BPM) Business process re‐engineering (BPR) Process planning Customer service management...

... 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...

... 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...

.... 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...

... 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...