Results 51 to 60 of about 12,083 (228)
The Past, Present, and Future of Customer Knowledge Management: A Review and Research Agenda
Knowledge and Process Management, EarlyView.ABSTRACT We develop and present a framework for research in customer knowledge management (CKM) that synthesizes insights from a comprehensive literature review spanning 2000 to 2024. This framework highlights the determinants, impacts, and moderators shaping CKM and its role in contemporary organizations.
Victoria Y. Ourzik
wiley +1 more source
The effect of organizational culture on CRM success [PDF]
, 2013 Copyright @ 2013 EMCIS.The aim of this paper is to develop a theoretical framework exemplifying the effect of organizational culture on the success of Customer Relationship Management (CRM) systems' implementation.
Al Duwailah, F, Ali, M
core
Knowledge and Process Management, EarlyView.ABSTRACT This study examines how business process management (BPM) maturity shapes digital transformation in a large financial institution operating in a highly regulated, emerging‐economy context. Drawing on a qualitative single case study, the research applies Rosemann and De Bruin's BPM Maturity Model to analyse how different maturity dimensions ...
Shirley Xavier Segala +2 more
wiley +1 more source
Dynamic capabilities: the missing link in CRM investments [PDF]
, 2009 The purpose of this paper is to illustrate the practical application of dynamic capabilities theory to improve investment decisions in customer relationship management (CRM).
Maklan, Stan +3 more
core +1 more source
Administrative SciencesThis study examines the collaborative impact of Customer Relationship Management (CRM) between shopping mall management and retailers on customer traffic.
Manuel García-Nieto +2 more
doaj +1 more source
From Green Strategy to Sustainable Development: Corporate Efforts Toward SDG 12 and SDG 13
Sustainable Development, EarlyView.ABSTRACT Firms are increasingly integrating United Nations Development Goals 12 (Responsible consumption and production) and 13 (Climate action) as a part of their sustainability strategies. However, prior research has rarely examined how these SDGs interact as a unified capability rather than as isolated practices.
Post Raj Pokharel
wiley +1 more source
Developing a comprehensive framework for Customer Relationship Management System evaluation: A Case Study of Power Industry [PDF]
بهبود مدیریت, 2011 This research reviews the key factors affecting the concept of Customer Relationship Management, and develops a comprehensive model for CRM deployment and evaluation.
Peyman Akhavan +2 more
doaj
Exploring the Management Literature of Sustainable Healthcare: A Bibliometric and Content Analysis
Sustainable Development, EarlyView.ABSTRACT This study aims to provide a comprehensive overview of sustainable healthcare from the perspective of the management literature. Relevant publications were retrieved from the Scopus database. A total of 85 publications from 1997 to July 2024 were analyzed using the R bibliometrix package. Findings suggest this is a nascent area of study in the
Donna V. Jones +2 more
wiley +1 more source
Making customers pay: measuring and managing customer risk and returns [PDF]
, 2003 CRM (Customer Relationship Management) builds on the Relationship Marketing idea that lifetime relationships with customers are more profitable than short-term transactional relationships. However, subsequent work on the profitability of customers has
Ryals, Lynette
core +1 more source
Thunderbird International Business Review, EarlyView.ABSTRACT Small and medium‐sized enterprises (SMEs) face significant institutional barriers when expanding across borders, including regulatory constraints, financial accessibility issues, and market entry challenges. Institutional theory provides a useful framework for understanding how external regulative, normative, and cognitive institutional forces
Sharmin Nahar, Muntasir Alam
wiley +1 more source