... Customer lifetime value Customer relationship management Customer value management Hierarchical Bayesian model Latent class regression model Product portfolio management Due to the inherent complexities of the financial sector industry related to the high level of competition (Worthington...

...Cristiane Drebes Pedron; Winnie Ng Picoto; Gurpreet Dhillon; Mário Caldeira Purpose – The purpose of this paper is to define objectives for Customer Relationship Management (CRM) system adoption. The objectives provide a theoretical basis for strategizing about CRM system adoption. The objectives...

...@um.edu.my © Emerald Group Publishing Limited 2014 Customer relationship management Malaysia Clustering Airlines Sentiment analysis Text mining Low-cost carriers (LCCs) improves consumer welfare following the airline deregulation (refer to Borenstein, 1992 and the references...

... characteristics, depending on prior purchase behaviour. Practical implications – Though many customer service programmes are devised and implemented at great cost, Customer Relationship Management (CRM) data reveal that classic car-care services are the most essential. CRM can provide dealers with essential...

... of drivers and fatal accidents. © Emerald Group Publishing Limited 2014 Customer relationship management Neural network Marketing strategy Association rule Franchising has become a popular strategy in various industries for expanding the business network and increasing profit...

... of a customer information system, market intensity, and customer loyalty. Design/methodology/approach A financial holding company in an emerging market, with successful customer relationship management, is selected as the case study object. The authors interviewed the management and distributed...

... no significant impacts. Finally, a relatively strong complementary relationship exists between enterprise resource planning and customer relationship management adoption, and between e‐buy and groupware adoption. Originality/value The results presented in this paper have important implications for firms...

...Mohammad Ali Shafia; Mohammad Mahdavi Mazdeh; Mahboobeh Vahedi; Mehrdokht Pournader Purpose This paper aims to provide a framework for evaluating the impact of implementing customer relationship management (CRM) based on the balanced scorecard (BSC). The outcomes illustrate the gaps between...

...Başar Öztayşi; Selime Sezgin; Ahmet Fahri Özok Purpose Customer relationship management (CRM) projects have a low success rate, which can be solved by better measurement of CRM process. The purpose of this paper is to define the CRM processes within a company and propose a tool for CRM measurement...