... 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...

.... , Pigneur, Y. , Rangone, A. and Renga, F. (2005), “ Mobile customer relationship management: an explorative investigation of the Italian consumer market ”, Proceedings of 4th International Conference on Mobile Business, Sydney, Australia, 11-13 July...

... or an information system (Elahi and Heydari, 2006, p. 3). There exist various definitions of CRM in the literature which some of them are as follow: © Emerald Group Publishing Limited 2013 Customer satisfaction Customer retention Customer value Customer relationship management Brand loyalty...

... and Frow, 2005; Neslin et al., 2006). Thus, to have a comprehensive understanding of the extant literature four main descriptors were selected: Customer relationship management (CRM) has been one of the greatest technological contributions to enterprises in the twenty‐first century (Chao...

...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...

...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...