Category Archives: Uncategorized

INFORMATION AND COMMUNICATION TECHNOLOGY AND CRM METHODOLOGY

Data Collection   A survey was conducted of Taiwan’s 1,000 largest companies, as published by the Ministry of Economic Affairs for the year 2000. Letters were sent that briefly explained the purpose of this research project, funded by the National Science Council (NSC) of Taiwan, and provided general instructions on completing the enclosed questionnaire. Sales… Read More »

CRM Performance and Lock-in Effect

CRM performance focuses on derived relationship benefits concerned with revenue and profit- ability, the acquisition and retention of customers resulting from more appealing product and service offerings, and the ability to customize product and service offerings to better fit cus- tomers’ individuality (Swift 2001; Winer 2001). As the customer-business relationship flour- ishes (i.e., the business… Read More »

CRM and ICT

CRM can be viewed as an extension of relationship marketing (RM), a marketing paradigm that focuses on satisfying customers’ needs through the development of close personal relationships, interactions, and social exchanges between the business and its customers, with ICT. Enhancing the business’s competitive response to continually changing markets lies at the core of RM (Zineldin… Read More »

AN EXAMINATION OF THE EFFECTS OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMER RELATIONSHIP MANAGEMENT AND CUSTOMER LOCK-IN

INTRODUCTION   Continual advances in information technology (IT) have led to increased use of information and communication technologies (ICT) throughout business organizations. In seeking new opportu- nities, many businesses have turned to advanced ICT to strategically position themselves to com- pete in global electronic marketplaces. With its maturity, ICT has begun playing key roles in… Read More »

Global Collaboration at Winterthur Life & Pensions

The third case concerns Winterthur Life & Pensions, a Swiss insurance company which is one of the major players in Europe and worldwide. The company had experienced strong growth, especially with acquisitions. As a result, in the area of life insurance products, abundant infor- mation systems were in use to manage contracts. To enable a… Read More »

ACTION RESEARCH CASES OF CUSTOMER KNOWLEDGE MANAGEMENT

Case 1. Knowledge Support for the Customer Communication Center of Union Investment   The following action research case of Union Investment, a large mutual fund company in Ger- many, shows the importance of explicated knowledge for the CRM subprocess service manage- ment. The case focuses on a major element within modern service management, the customer… Read More »

Customer Knowledge Management Process Model

cuses particularly on aspects of collaboration and knowledge sharing when individuals interact. The goal of knowledge development supports the business process in defining current gaps that require the future creation or acquisition of To assess knowledge gaps on a process level, knowledge dissemination and transparency are required, because when com- bined they offer an overview… Read More »

Knowledge Management

Up to now, there has been an abundance of publications concerning KM, which fall into two broad categories, epistemologically and ontologically oriented KM models. Within epistemol- ogy, mainly the cognitivistic and the autopoietic approaches have been of significance to the area of KM (von Krogh et al. 1994). The cognitivistic approach describes knowledge as stored… Read More »

IMPROVING CUSTOMER INTERACTION WITH CUSTOMER KNOWLEDGE MANAGEMENT

INTRODUCTION   Challenges for Businesses in the Information Age   Ever-increasing demands of customers concerning quality and innovativeness of products and services put companies under pressure. In combination with global competition, they change  the rules of the market and force companies to adapt swiftly (Österle and Winter 2000). This challenge, together with rising pressure to… Read More »