... and challenging environments. It developed a knowledge-enabled customer-centric competitiveness strategy (KCCS) model that integrates four pillars: business process reengineering (BPR), knowledge management (KM), customer relationship management (CRM) and competitiveness strategy. It also proposed a BPR model...

... of mobile customer relationship management (mobile CRM) services is required for assessing the current services being offered and development of new ones (Awasthi and Sangle, 2012). The knowledge about service attraction points for the customers, the formulation of their value perceptions and factors...

... and competitive positioning of the offerings (Chen and Popovich, 2003, p. 682). © Emerald Group Publishing Limited 2013 Customer satisfaction Customer retention Customer value Customer relationship management Brand loyalty Telecommunication services Mobile technology Iran...

...Bang Nguyen; Dilip S. Mutum Purpose The purpose of this paper is to provide academics and practitioners working with customer relationship management (CRM) with a review of key topics, such as advances in CRM, the shifting role of consumers, issues with conceptualisation and consumer exploitation...

... of the conference papers we focused on a few established conferences in the fields of IS, electronic commerce and mobile business that are listed in Table III . Customer relationship management Information technology Multichannel Traditional CRM eCRM Mobile CRM Multiple channels Customer...

...Purnima S. Sangle; Preety Awasthi Purpose The purpose of this paper is to develop an understanding of the primary concerns of a customer when they use mobile banking services and identify factors that can be used for making better mobile customer relationship management (mobile CRM) services...