Reference architecture for enterprise intergration
Journal of Systems and Software
Building Data Mining Applications for CRM
Building Data Mining Applications for CRM
Crm at the Speed of Light: Capturing and Keeping Customers in Internet Real Time
Crm at the Speed of Light: Capturing and Keeping Customers in Internet Real Time
ARDIN extension for virtual enterprise integration
Journal of Systems and Software
Proceedings of the 2007 international ACM conference on Supporting group work
Methodology for the implementation of knowledge management systems
Journal of the American Society for Information Science and Technology
A novel decision rules approach for customer relationship management of the airline market
Expert Systems with Applications: An International Journal
A recommender system to avoid customer churn: A case study
Expert Systems with Applications: An International Journal
A strategy-based process for effectively determining system requirements in eCRM development
Information and Software Technology
Customer portfolio analysis using the SOM
International Journal of Business Information Systems
Customer oriented enterprise IT architecture framework
Telematics and Informatics
An integrative framework for customer relationship management: towards a systems view
International Journal of Business Information Systems
International Journal of Information Management: The Journal for Information Professionals
International Journal of Strategic Information Technology and Applications
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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.