... they deployed customer relationship management (CRM) resilience strategies during and after Hurricane Maria. Design/methodology/approach The study analyzed data gathered from qualitative focus groups composed of 41 firms via an exploratory approach. Participants were business owners and managers...

...Mohita Maggon; Harish Chaudhry Purpose The purpose of this paper is to examine the interrelationships among the extracted constructs of customer satisfaction (CS), knowledge about customer relationship management (CRM) program, customer attitude and their effect on relationship share (RS...

...Neeraj Kumar Dubey; Purnima Sangle Purpose The purpose of this paper is to develop and validate a scale for measuring a customer’s perception of customer relationship management (CRM) initiatives of a bank. Based upon resource-based view, CRM technology capability has been conceptualized...

...Sarika Sharma; D.P. Goyal; R.K. Mittal The ever increasing challenges of business environment in the recent past has taught the practitioners of data mining and customer relationship management (CRM) much about delivering high‐return and efficient results. Many service sector organizations...