Adoption of CRM technology in multichannel environment: a review (2006‐2010)
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paper_title: Review: Application of data mining techniques in customer relationship management: A literature review and classification

paper_content:

Despite the importance of data mining techniques to customer relationship management (CRM), there is a lack of a comprehensive literature review and a classification scheme for it. This is the first identifiable academic literature review of the application of data mining techniques to CRM. It provides an academic database of literature between the period of 2000-2006 covering 24 journals and proposes a classification scheme to classify the articles. Nine hundred articles were identified and reviewed for their direct relevance to applying data mining techniques to CRM. Eighty-seven articles were subsequently selected, reviewed and classified. Each of the 87 selected papers was categorized on four CRM dimensions (Customer Identification, Customer Attraction, Customer Retention and Customer Development) and seven data mining functions (Association, Classification, Clustering, Forecasting, Regression, Sequence Discovery and Visualization). Papers were further classified into nine sub-categories of CRM elements under different data mining techniques based on the major focus of each paper. The review and classification process was independently verified. Findings of this paper indicate that the research area of customer retention received most research attention. Of these, most are related to one-to-one marketing and loyalty programs respectively. On the other hand, classification and association models are the two commonly used models for data mining in CRM. Our analysis provides a roadmap to guide future research and facilitate knowledge accumulation and creation concerning the application of data mining techniques in CRM.
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paper_title: Electronic commerce customer relationship management: an assessment of research

paper_content:

The status and maturity of electronic commerce customer relationship management (ECCRM), an emerging subfield of management information systems (MIS), are investigated through an exhaustive literature review of 369 articles, from the first published article in 1984 through conference papers given in 2001 and 2002. The results indicate some trends that should be of interest and concern to researchers in this area and in MIS as a whole. First, exploratory surveys dominate the research literature, which in itself may be problematic. More troubling, most of the survey instruments were not validated, and the authors did not mention validation procedures. Second, there has been little theoretical development, and few empirical studies use hypothesis testing. Third, cumulative tradition has hardly emerged, with each study developing a new conceptual model, new constructs, and new instruments. On the positive side, ECCRM researchers have employed a wide range of methods and studied a broad range of topics. The subfield of ECCRM is young, but is growing rapidly, and professional activity in the MIS research community illustrates its importance. Specific recommendations for further development are provided.
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paper_title: Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005

paper_content:

Customer Relationship Management (CRM) has been identified as one of the greatest technological contributions to enterprises in the 21st century. This technology surged into the market rapidly. More and more enterprises are applying CRM to improve efficiency of operation and gain competitive advantage. In light of the awareness of the CRM trend's contribution, a historical review and bibliometric methods are applied in this research. CRM is examined using the bibliometric analysis technique on SCI and SSCI journals from 1991 to 2005. Also, the historical review method was applied to analyse CRM innovation, organisations' adoption, and diffusion. Moreover, from retrospective analysis findings, business, the health industry and privacy are the major trends and issues of adoption by enterprises. Furthermore, the contribution of CRM and forecast of the technology trend are also analysed. CRM will diffuse and be assimilated into our daily lives in the near future.
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paper_title: Interaction channel choice in a multichannel environment, an empirical study

paper_content:

Purpose – The purpose of this paper is to investigate consumer channel preferences and the motives that induce consumers to use a particular channel in a context of multichannel contact.Design/methodology/approach – This paper analyses some factors that influence consumer behaviour in channel selection through an empirical study in the financial sector. Some hypotheses are presented and tested.Findings – The paper reveals the influence of some variables (perceived convenience, social relationships, knowledge of channel and privacy) on the channel selected (counter, ATM or internet) for the performance of certain operations with the company.Research limitations/implications – To generalise these findings this study needs to be replicated in other geographical areas and companies.Practical implications – The multichannel contact centre is one of the fundamental pillars of customer relationship management. It is not enough simply to have the necessary technology (hardware, software and telecommunications). C...
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paper_title: Methodology for customer relationship management

paper_content:

Customer relationship management (CRM) is a customer-focused business strategy that dynamically integrates sales, marketing and customer care service in order to create and add value for the company and its customers.This change towards a customer-focused strategy is leading to a strong demand for CRM solutions by companies. However, in spite of companies' interest in this new management model, many CRM implementations fail. One of the main reasons for this lack of success is that the existing methodologies being used to approach a CRM project are not adequate, since they do not satisfactorily integrate and complement the strategic and technological aspects of CRM.This paper describes a formal methodology for directing the process of developing and implementing a CRM System that considers and integrates various aspects, such as defining a customer strategy, re-engineering customer-oriented business processes, human resources management, the computer system, management of change and continuous improvement.
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paper_title: Review: Application of data mining techniques in customer relationship management: A literature review and classification

paper_content:

Despite the importance of data mining techniques to customer relationship management (CRM), there is a lack of a comprehensive literature review and a classification scheme for it. This is the first identifiable academic literature review of the application of data mining techniques to CRM. It provides an academic database of literature between the period of 2000-2006 covering 24 journals and proposes a classification scheme to classify the articles. Nine hundred articles were identified and reviewed for their direct relevance to applying data mining techniques to CRM. Eighty-seven articles were subsequently selected, reviewed and classified. Each of the 87 selected papers was categorized on four CRM dimensions (Customer Identification, Customer Attraction, Customer Retention and Customer Development) and seven data mining functions (Association, Classification, Clustering, Forecasting, Regression, Sequence Discovery and Visualization). Papers were further classified into nine sub-categories of CRM elements under different data mining techniques based on the major focus of each paper. The review and classification process was independently verified. Findings of this paper indicate that the research area of customer retention received most research attention. Of these, most are related to one-to-one marketing and loyalty programs respectively. On the other hand, classification and association models are the two commonly used models for data mining in CRM. Our analysis provides a roadmap to guide future research and facilitate knowledge accumulation and creation concerning the application of data mining techniques in CRM.
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paper_title: Voids in the Current CRM Literature: Academic Literature Review and Classification (2000-2005)

paper_content:

The status of the CRM literature is investigated for the period of 2000 to 2005, in order to provide an overview of academic research on the subject and to identify gaps in the current literature. To provide as complete picture of CRM as possible, the information systems (IS) as well as the marketing literature was systematically reviewed. From both disciplines the top journals and a number of international conferences were analyzed. Selected publications were reviewed in a structured way and categorized according to the different phases in the CRM lifecycle: adoption, acquisition, implementation, use & maintenance, evolution and retirement. It appears that less attention has been devoted to implementation issues and to the evolution and retirement phases. Furthermore, a difference in attention was found between the IS and marketing literature: while researchers of the latter focused mainly on the adoption and use phases, IS researchers' attention was more evenly distributed over the lifecycle
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paper_title: Electronic commerce customer relationship management: an assessment of research

paper_content:

The status and maturity of electronic commerce customer relationship management (ECCRM), an emerging subfield of management information systems (MIS), are investigated through an exhaustive literature review of 369 articles, from the first published article in 1984 through conference papers given in 2001 and 2002. The results indicate some trends that should be of interest and concern to researchers in this area and in MIS as a whole. First, exploratory surveys dominate the research literature, which in itself may be problematic. More troubling, most of the survey instruments were not validated, and the authors did not mention validation procedures. Second, there has been little theoretical development, and few empirical studies use hypothesis testing. Third, cumulative tradition has hardly emerged, with each study developing a new conceptual model, new constructs, and new instruments. On the positive side, ECCRM researchers have employed a wide range of methods and studied a broad range of topics. The subfield of ECCRM is young, but is growing rapidly, and professional activity in the MIS research community illustrates its importance. Specific recommendations for further development are provided.
---
paper_title: Assessing the readiness of firms for CRM: a literature review and research model

paper_content:

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. Yet recent articles in the business press have described CRM implementation failures, and consequent company reluctance to invest in CRM. The potential for substantially improved customer relationship management, coupled with the high uncertainty surrounding failed implementation efforts, calls for a critical new look at the determinants of, and influences upon, a firm's decision to adopt CRM. This paper responds by underscoring the criticality of performing a deep analysis of a firm's readiness to undertake a CRM initiative. We suggest that this assessment provide detailed answers to two fundamental questions: What is a firm's current CRM capability? And what changes must be in place before embarking on a CRM initiative? A model to assess readiness is developed based upon the premise that business value is enhanced through the alignment of complementary factors occurring along three dimensions, intellectual, social, and technological.
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paper_title: Customer relationship management research (1992‐2002): An academic literature review and classification

paper_content:

Purpose – To review the academic literature on customer relationship management (CRM), provide a comprehensive bibliography and propose a method of classifying that literature.Design/methodology/approach – A range of online databases were searched to provide a comprehensive listing of journal articles on CRM. Six hundred articles were identified and reviewed for their direct relevance to CRM. Two hundred and five articles were subsequently selected. Each of these articles was further reviewed and classified. The review and classification process was independently verified. All papers were allocated to the main and sub‐categories based on the major focus of each paper.Findings – Papers and research on CRM falls into five broad categories (CRM – General, Marketing, Sales, Service and Support, and IT and IS) and a further 34 sub‐categories. The most popular areas covered by the papers lay in the sub‐category of CRM management, planning and strategy; and CRM general, concept, and study followed by papers in s...
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paper_title: Challenges and Opportunities in Multichannel Customer Management

paper_content:

Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges practitioners must address to manage the multichannel environment more effectively: (a) data integration, (b) understanding consumer behavior, (c) channel evaluation, (d) allocation of resources across channels, and (e) coordination of channel strategies. The authors also propose a framework that shows the linkages among these challenges and provides a means to conceptualize the field of multichannel customer management. A review of academic research reveals that this field has experienced significant research growth, but the growth has not been distributed evenly across the five major challenges. The authors discuss what has been learned to date and identify emerging generalizations as appropriate. They conclude with a summary of where the research-generated knowledge base stands on several issues pertaining to the five challenges.
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paper_title: Review: Application of data mining techniques in customer relationship management: A literature review and classification

paper_content:

Despite the importance of data mining techniques to customer relationship management (CRM), there is a lack of a comprehensive literature review and a classification scheme for it. This is the first identifiable academic literature review of the application of data mining techniques to CRM. It provides an academic database of literature between the period of 2000-2006 covering 24 journals and proposes a classification scheme to classify the articles. Nine hundred articles were identified and reviewed for their direct relevance to applying data mining techniques to CRM. Eighty-seven articles were subsequently selected, reviewed and classified. Each of the 87 selected papers was categorized on four CRM dimensions (Customer Identification, Customer Attraction, Customer Retention and Customer Development) and seven data mining functions (Association, Classification, Clustering, Forecasting, Regression, Sequence Discovery and Visualization). Papers were further classified into nine sub-categories of CRM elements under different data mining techniques based on the major focus of each paper. The review and classification process was independently verified. Findings of this paper indicate that the research area of customer retention received most research attention. Of these, most are related to one-to-one marketing and loyalty programs respectively. On the other hand, classification and association models are the two commonly used models for data mining in CRM. Our analysis provides a roadmap to guide future research and facilitate knowledge accumulation and creation concerning the application of data mining techniques in CRM.
---
paper_title: Voids in the Current CRM Literature: Academic Literature Review and Classification (2000-2005)

paper_content:

The status of the CRM literature is investigated for the period of 2000 to 2005, in order to provide an overview of academic research on the subject and to identify gaps in the current literature. To provide as complete picture of CRM as possible, the information systems (IS) as well as the marketing literature was systematically reviewed. From both disciplines the top journals and a number of international conferences were analyzed. Selected publications were reviewed in a structured way and categorized according to the different phases in the CRM lifecycle: adoption, acquisition, implementation, use & maintenance, evolution and retirement. It appears that less attention has been devoted to implementation issues and to the evolution and retirement phases. Furthermore, a difference in attention was found between the IS and marketing literature: while researchers of the latter focused mainly on the adoption and use phases, IS researchers' attention was more evenly distributed over the lifecycle
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paper_title: Analyzing the past to prepare for the future: Writing a literature review

paper_content:

A review of prior, relevant literature is an essential feature of any academic project. An effective review creates a firm foundation for advancing knowledge. It facilitates theory development, closes areas where a plethora of research exists, and uncovers areas where research is needed.
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paper_title: Electronic commerce customer relationship management: an assessment of research

paper_content:

The status and maturity of electronic commerce customer relationship management (ECCRM), an emerging subfield of management information systems (MIS), are investigated through an exhaustive literature review of 369 articles, from the first published article in 1984 through conference papers given in 2001 and 2002. The results indicate some trends that should be of interest and concern to researchers in this area and in MIS as a whole. First, exploratory surveys dominate the research literature, which in itself may be problematic. More troubling, most of the survey instruments were not validated, and the authors did not mention validation procedures. Second, there has been little theoretical development, and few empirical studies use hypothesis testing. Third, cumulative tradition has hardly emerged, with each study developing a new conceptual model, new constructs, and new instruments. On the positive side, ECCRM researchers have employed a wide range of methods and studied a broad range of topics. The subfield of ECCRM is young, but is growing rapidly, and professional activity in the MIS research community illustrates its importance. Specific recommendations for further development are provided.
---
paper_title: Assessing the readiness of firms for CRM: a literature review and research model

paper_content:

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. Yet recent articles in the business press have described CRM implementation failures, and consequent company reluctance to invest in CRM. The potential for substantially improved customer relationship management, coupled with the high uncertainty surrounding failed implementation efforts, calls for a critical new look at the determinants of, and influences upon, a firm's decision to adopt CRM. This paper responds by underscoring the criticality of performing a deep analysis of a firm's readiness to undertake a CRM initiative. We suggest that this assessment provide detailed answers to two fundamental questions: What is a firm's current CRM capability? And what changes must be in place before embarking on a CRM initiative? A model to assess readiness is developed based upon the premise that business value is enhanced through the alignment of complementary factors occurring along three dimensions, intellectual, social, and technological.
---
paper_title: Customer relationship management research (1992‐2002): An academic literature review and classification

paper_content:

Purpose – To review the academic literature on customer relationship management (CRM), provide a comprehensive bibliography and propose a method of classifying that literature.Design/methodology/approach – A range of online databases were searched to provide a comprehensive listing of journal articles on CRM. Six hundred articles were identified and reviewed for their direct relevance to CRM. Two hundred and five articles were subsequently selected. Each of these articles was further reviewed and classified. The review and classification process was independently verified. All papers were allocated to the main and sub‐categories based on the major focus of each paper.Findings – Papers and research on CRM falls into five broad categories (CRM – General, Marketing, Sales, Service and Support, and IT and IS) and a further 34 sub‐categories. The most popular areas covered by the papers lay in the sub‐category of CRM management, planning and strategy; and CRM general, concept, and study followed by papers in s...
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paper_title: A consumer‐based view of multi‐channel service

paper_content:

Purpose – Consumers increasingly experience multi‐channel service and a significant challenge for the service organization is to ensure that the design of the multi‐channel interface contributes to the service experience and helps to build bonds with customers. The purpose of this paper is to elucidate four features (i.e. problem‐handling, record accuracy, usability, and scalability) used by customers to evaluate multi‐channel service and investigates their impact on customer relationship and loyalty intentions.Design/methodology/approach – The study involves an online survey with customers selected randomly in two service industries. Empirical data are analyzed using structural equation models.Findings – Customer evaluations of the multi‐channel service interface have a strong influence on customer trust in the organization but a negligible impact on customer commitment. Trust, however, has a positive effect on commitment, thus enhancing customer loyalty.Research limitations/implications – The measures d...
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paper_title: Mobilizing Customer Relationship Management &#8212; A Journey from Strategy to System Design

paper_content:

The bursting of the e-bubble affected expectations with regard to mobile initiatives and willingness to invest in them very negatively. In both academia and practice, there has recently been renewed interest in mobile business and mobile commerce. Now, however, business managers request detailed and thorough analyses prior to engaging in mobile initiatives. Multiple examples of successful customer relationship management (CRM) have appeared in academic and non-academic publications, although, none of them describe exactly how the transformation to a successful mobile CRM solution was accomplished. Consequently, we present a method, based on the business engineering, with which mobile business can be introduced to the CRM field. We provide a framework for the definition of a mobile CRM strategy as derived from the corporate strategy, suggest a method for the identification of the mobilization potential in CRM processes that is aligned with the strategy, and provide guidance with regard to the design of mobile information systems with which to support these processes.
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paper_title: CRM in Data-Rich Multichannel Retailing Environments: A Review and Future Research Directions

paper_content:

Many retailers have collected large amounts of customer data using, for example, loyalty programs. We provide an overview of the extant literature on customer relationship management (CRM), with a specific focus on retailing. We discuss how retailers can gather customer data and how they can analyze these data to gain useful customer insights. We provide an overview of the methods predicting customer responses and behavior over time. We also discuss the existing knowledge on the application of marketing actions in a CRM context, while providing an in-depth discussion on CRM and firm value. We outline future research directions based on the literature review and retail practice insights.
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paper_title: Review: Application of data mining techniques in customer relationship management: A literature review and classification

paper_content:

Despite the importance of data mining techniques to customer relationship management (CRM), there is a lack of a comprehensive literature review and a classification scheme for it. This is the first identifiable academic literature review of the application of data mining techniques to CRM. It provides an academic database of literature between the period of 2000-2006 covering 24 journals and proposes a classification scheme to classify the articles. Nine hundred articles were identified and reviewed for their direct relevance to applying data mining techniques to CRM. Eighty-seven articles were subsequently selected, reviewed and classified. Each of the 87 selected papers was categorized on four CRM dimensions (Customer Identification, Customer Attraction, Customer Retention and Customer Development) and seven data mining functions (Association, Classification, Clustering, Forecasting, Regression, Sequence Discovery and Visualization). Papers were further classified into nine sub-categories of CRM elements under different data mining techniques based on the major focus of each paper. The review and classification process was independently verified. Findings of this paper indicate that the research area of customer retention received most research attention. Of these, most are related to one-to-one marketing and loyalty programs respectively. On the other hand, classification and association models are the two commonly used models for data mining in CRM. Our analysis provides a roadmap to guide future research and facilitate knowledge accumulation and creation concerning the application of data mining techniques in CRM.
---
paper_title: Electronic commerce customer relationship management: an assessment of research

paper_content:

The status and maturity of electronic commerce customer relationship management (ECCRM), an emerging subfield of management information systems (MIS), are investigated through an exhaustive literature review of 369 articles, from the first published article in 1984 through conference papers given in 2001 and 2002. The results indicate some trends that should be of interest and concern to researchers in this area and in MIS as a whole. First, exploratory surveys dominate the research literature, which in itself may be problematic. More troubling, most of the survey instruments were not validated, and the authors did not mention validation procedures. Second, there has been little theoretical development, and few empirical studies use hypothesis testing. Third, cumulative tradition has hardly emerged, with each study developing a new conceptual model, new constructs, and new instruments. On the positive side, ECCRM researchers have employed a wide range of methods and studied a broad range of topics. The subfield of ECCRM is young, but is growing rapidly, and professional activity in the MIS research community illustrates its importance. Specific recommendations for further development are provided.
---
paper_title: Enhancing e-CRM in the insurance industry by mobile e-services

paper_content:

With customers increasingly demanding full-scale solutions, insurance companies are more and more forced to continuously increase their portfolio of products and services. As customers also expect high quality and variety of services when needed, insurance companies have to find ways to present the right service at the right moment and with the right quality. An approach how to develop e-services and plan customer contacts with the usage of mobile technology is presented. Aspects of mobile customer relationship management in the insurance industry are described first. After that a method for developing and planning service-contacts using mobile technology is introduced.
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paper_title: A strategy-based process for effectively determining system requirements in eCRM development

paper_content:

Customer relationship management (CRM) is an important concept to maintain competitiveness at e-commerce. Thus, many organizations hastily implement eCRM and fail to achieve its goal. CRM concept consists of a number of compound components on product designs, marketing attributes, and consumer behaviors. This requires different approaches from traditional ones in developing eCRM. Requirements engineering is one of the important steps in software development. Without a well-defined requirements specification, developers do not know how to proceed with requirements analysis. This research proposes a strategy-based process for requirements elicitation. This framework contains three steps: define customer strategies, identify consumer and marketing characteristics, and determine system requirements. Prior literature lacks discussing the important role of customer strategies in eCRM development. Empirical findings reveal that this strategy-based view positively improves the performance of requirements elicitation.
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paper_title: HOW CAN THE WEB HELP BUILD CUSTOMER RELATIONSHIPS? AN EMPIRICAL STUDY ON E-TAILING

paper_content:

The Web is increasingly being viewed as a tool and place to enhance customer relationship. In this paper we defined a model to analyze the Web characteristics that aid in building customer relationships and then used this model to examine consumer relationship building mechanisms in online retailing (e-tailing). Through a survey of 177 shoppers who had bought books, CDs, or DVDs online, the causal model was validated using LISREL; 13 out of 14 hypotheses were supported. This research has contributed to both theory and practice by providing a validated model to analyze online consumer relationship building and suggesting mechanisms to help e-tailers focus on online consumer relationship management.
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paper_title: Multi-Channel Customer Management: Delighting Consumers, Driving Efficiency

paper_content:

In today’s maturing consumer markets, emphasis is shifting from straightforward sales to a more holistic approach to customer life cycle management, with a stronger emphasis on how sales are generated and service provided all along the customer journey. Effectively managing these different marketing, sales and service channels poses a signifi cant challenge. Companies need new strategies, structures, processes and tools to deliver customer value across all channels. A multi-channel, integrative customer model that delivers customer value and significant return on investment (ROI) requires both a strong understanding of customer preferences and behaviours and a robust IT architecture that supports the overarching customer relationship management (CRM) strategy. Even those organizations that have embraced the need for sophisticated multi-channel orchestration often still fall short in their execution. We offer strategic guidelines in four areas to ensure success with multi-channel orchestration. First, marketing operations need to explicitly define a channel strategy with respect to customer segmentation, the channel journey (how and where sales and services are delivered) and targeted incentives that reward multi-channel sales and service support. Secondly, marketers need to optimize the online channel, which is fast becoming the primary platform for accessing product and service information, and completing an ever-growing number of transactions. It is also the entry hub to other touch points; customers go online to contact the company or to fi nd store locations or telephone numbers. Thirdly, companies need to build an IT foundation that underpins their CRM strategy. This CRM IT architecture needs to enable the transformation from vertical, single-channel operations to true horizontal business processes that deliver cross-channel integration. Fourthly, marketers can learn by example. Companies across the consumer products spectrum are experimenting with the multi-channel experience. Marketers should broadly consider the best practices that they could adapt to their own industry.
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paper_title: Data Mining for Retail Inventory Management

paper_content:

A composite structural frame component which has a high quality appearance and substantial structural rigidity. The component comprises an elongated substantially flat member having a plurality of V-shaped grooves extending through the thickness of such member and tapered marginal edges, such grooves and tapered edges being mutually parallel and parallel to the longitudinal axis of such member. A flexible member, for example having a thickness substantially less than the thickness of the flat member, is secured to the surface of the flat member at which the apexes of the grooves are directed. The flexible member has a surface facing away from the flat member which is of a high quality appearance. Therefore, when the flat member is folded along the grooves to form an elongated structure of rectangular cross-section with a hollow interior, such structure is encased by flexible member. The resulting composite structure thus has a high quality appearance with substantial structural rigidity.
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paper_title: The Effects of Mobile Customer Relationship Management on Customer Loyalty: Brand Image Does Matter

paper_content:

With the expansive growth of mobile commerce come opportunities for business and mobile service providers. To distinguish its service from another's and build a loyal customer base, a mobile service provider must look beyond technology and appeal to their customers' individuality through CRM. A study to examine the relationships of CRM practices and mobile services with customer loyalty, and the moderating effects of brand image was conducted. The results suggest that all contribute to loyalty. However, brand image moderates the relationships of customer service and customization, and mobile usage with customer loyalty
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paper_title: A novel decision rules approach for customer relationship management of the airline market

paper_content:

Customer churn means the loss of existing customers to a competitor. Accurately predicting customer behavior may help firms to minimize this loss by proactively building a lasting relationship with their customers. In this paper, the application of the factor analysis and the Variable Consistency Dominance-based Rough Set Approach (VC-DRSA) in the customer relationship management (CRM) of the airline market is introduced. A set of ''if...then...'' decision rules are used as the preference model to classify customers by a set of criteria and regular attributes. The proposed method can determine the competitive position of an airline by understanding the behavior of its customers based on their perception of choice, and so develop the appropriate marketing strategies. A large sample of customers from an international airline is used to derive a set of rules and to evaluate its prediction ability.
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paper_title: Customer preferred channel attributes in multi‐channel electronic banking

paper_content:

Purpose – The purpose of the study is to increase the understanding of the diverse retail channel preferences of online bank customers by examining their channel attribute preferences in electronic bill paying. Two different groups of online customers were examined: those who pay their bills over the internet and those who, in addition, have experience of using a mobile phone for this service.Design/methodology/approach – A large internet survey was implemented and conjoint analysis was used in order to identify the utilities of the attribute levels and relative importance of the different attributes. Moreover, cluster analysis was used to group the individuals into homogenous attribute preference segments.Findings – The empirical findings indicate that internet users and mobile users differ in their channel attribute preferences. The results suggest coherent customer preference segments in both groups. In addition, the study identifies a group of potential mobile banking users among those who have never ...
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paper_title: Integration of E-CRM in Healthcare Services: A Framework for Analysis

paper_content:

The quality of service which could be delivered by the U.S. healthcare system is in contrast with the customerâ€™s perceived expectations and reported levels of satisfaction. Due to the uncertainty about stakeholder views and the anomaly of the third-party payment system, healthcare service providers are accused of not relating to their patients. This article examines howâ€”by using an analytical frameworkâ€”a healthcare provider can develop competitive advantage through implementing electronic customer relationship management (e-CRM) systems that create per-ceived customer value for its patients. This framework allows the firm to systematically look at points where the customer interacts with specific organizational assets. By examining individual interactions and understanding how the customer perceives an interaction, the firm may then develop specific e-CRM systems to maximize the value a customer may realize through that in-teraction. Due to the in-depth and lengthy nature of most patient relationships with a healthcare provider, the healthcare industry is used as an example of how this framework can be used by all service providers.
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paper_title: Strategic relationships between boundary-spanning functions: Aligning customer relationship management with supplier relationship management

paper_content:

Abstract This review focuses on the potential impact of enhanced strategic relationships between the boundary-spanning functions in supplier organizations. Specifically, the concern is with alignment between the organizational groups managing: marketing, sales and strategic account management; purchasing and supply strategy; and, collaborations and external partnerships. The topic is framed by the organizational evolution being driven by market change, and the search for superior innovation capabilities and business agility. These changes bring new challenges in cross-boundary integration and managing complex market networks. The logic is that strategic external relationships (with customers, supplier and partners) should be mirrored in strategic internal relationships (between the functions with lead responsibilities for managing relationships with customers, supplier and partners). Approaches to enhancing this capability include process management, internal partnering strategies and internal marketing activities. The discussion identifies a number of implications for practice and new research directions.
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paper_title: Customer-centric strategy: a longitudinal study of implementation of a customer relationship management solution

paper_content:

This paper aims to contribute to extant literature on how to integrate IT to support the successful implementation of a Customer Relationship Management (CRM) solution. Relevant writings are reviewed to address the question of: What are the key factors that influence the integration of IT to enhance business efficiency, focusing on CRM and its implementation? A longitudinal case study was conducted. Findings include: the importance of managerial commitment and a corporate vision that incorporates a relationship orientation; wider actor involvement from the project's inception; and managers who themselves are convinced of the value of customer-centric strategy, who communicate their commitment to their subordinates and develop positive attitude towards change in order to properly manage the change process. Among other conclusions, the paper finds that there is currently too much reliance on a technological perspective of CRM. The paper recommends that the business problem first be defined, the business processes be defined for the solution, and that technology then be used as an enabler.
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paper_title: Business/IT-alignment for customer relationship management: framework and case studies

paper_content:

In this paper we apply business/IT-alignment principles to create a framework for CRM. We build upon earlier related work that showed that CRM performance has a positive correlation with the degree of maturity and alignment between business and IT. The business/IT alignment CRM framework facilitates assessing an organisation's current CRM maturity and identifying future CRM improvements. The framework is validated by two different cases, a Caribbean telecommunications firm and a Dutch insurance company. The results of these applications support the validity and applicability of the framework.
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Title: Adoption of CRM technology in multichannel environment: a review (2006‐2010)

Section 1: Introduction
Description 1: This section introduces CRM technology and outlines the purpose and objectives of the paper.

Section 2: Previous literature reviews in CRM
Description 2: This section presents existing literature reviews in the field of CRM and establishes the positioning of the current review.

Section 3: Review methodology
Description 3: This section explains the structured review methodology used for selecting and classifying relevant articles for the review.

Section 4: Findings from literature review
Description 4: This section discusses the results obtained from the literature review, including the distribution of articles and main themes identified.

Section 5: Discussion
Description 5: This section synthesizes the findings from the literature review, highlighting key issues and trends in CRM implementation in multichannel environments.

Section 6: Future research directions
Description 6: This section outlines potential future research areas and questions that have emerged from the literature review.

Section 7: Conclusion and limitations
Description 7: This section provides a summary of the study's findings, acknowledges its limitations, and offers concluding remarks.