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The 11th Annual Conference of Asia Pacific Decision Sciences Institute

作者： C.-H.Sophie Lee Department of Information Systems College of Business Administration California State University Long BeachLong BeachCA 90840USA

＜正＞customer relationship management has become the focus of marketing literature over the past decades. Based on the most comprehensive indicator of customer satisfaction, the American customer Satisfaction Index or the ACSI, the two major concepts that define customer service quality are the extent of customization - how close the product is to the customer’s ideal product, and the reliability. Another growing trend in the information technology （IT） arena is the widely adoption of customer relationship management （CRM） system. This research attempts to maps current CRM features to theoretical constructs of customer satisfaction. It identifies customization to be the distance of the product/service provider’s estimate of the customer’s preference to the customer’s true preference, and the product/service provider’s ability to produce products and services to the estimated customer preference. Reliability is increased by integration of data and processes, organizational incentive design, and close monitoring of break points. This research identifies eight major CRM vendors, and maps their key IT offerings to customer satisfaction constructs.

关键词： customer relationship management Customization Reliability

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customer relationship management AND FINANCIAL SERVICES: THE EFFECTS OF CRM PRACTICES, AND MULTIPLE CHANNELS ON LOYALTY

CUSTOMER RELATIONSHIP MANAGEMENT AND FINANCIAL SERVICES: THE...

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The 11th Annual Conference of Asia Pacific Decision Sciences Institute

作者： Ja-Shen Chen Russell K.H.Ching College of management Yuan Ze University Taiwan College of Business Administration California State University Sacramento USA

＜正＞Expansive growth in the global financial services market spurred by greater demands for services has heightened competition in recent years. As a result, financial institutions must place greater efforts on retaining customers and gaining their loyalty. Recently, many have turned to customer relationship management （CRM） to seek greater understanding of their customers’ need and expectations, and better manage their customer care. The results of a survey conducted on financial services consumers in Taiwan suggest that CRM practices in loyalty programs and cross-selling, and customer service and customization have positive effects on customer loyalty, and multiple channels has a moderating effect on the relationship between customer service and customization, and customer loyalty.

关键词： customer relationship management customer loyalty multiple channels

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Digital Marketing Strategies for Effective customer relationship management

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Journal of Modern Accounting and Auditing 2020年第8期16卷 376-384页

作者： Baisakhi Mitra Mustaphi N.L.Dalmia Institute of management Studies&Research MumbaiIndia

Digital marketing is growing at a rapid *** one in 10 Internet visits ends up at a social network;nearly one in four page views is on a social networking site,thus,making social networking a lucrative option for brand managers to market their brand and to create a brand *** is felt that people’s brand choices used to be heavily influenced by ***,this pattern is *** with access to computers,iPads,or smart phones now take time to reach the brands in a category,such as cars or TV,before making their final *** persons find it very easy to look up information about products on the Internet,ask their Facebook friends,attend to bloggers,and watch *** this backdrop,this paper will address the various digital marketing strategies for effective customer relationship management.

关键词： Internet identity advertising customer relationship management

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Research on the customer relationship management of Real Estate Enterprise

Research on the Customer Relationship Management of Real Est...

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2010 IEEE 2nd Symposium on Web Society

作者： Nan YANG School of Economics and management Zhongyuan University of Technology Zhengzhou China

＜正＞Focusing on customer relationship management model of the real estate enterprise in China,this paper studies the *** purpose of customer relationship management is to extend the management,and improve the competition capability of the *** paper discusses the foreground of the real estate enterprise and the course of developing the information *** analyzed the contents and essentiality of the customer relationship *** are so many difficulties and risks in the course of customer relationship management implementation, so the paper finally established a new customer relationship management model and method of the real estate enterprise in China,which try to provide a basis for further study.

关键词： real estate customer relationship management electronic business core competitiveness

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Case Study of the Development of the Human Systems Component of a customer relationship management Implementation in a U. S. Federal Agency

Case Study of the Development of the Human Systems Component...

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ICSSSM'04国际会议

作者： Arthur Paddock Human Resources Research Organization （HumRRO）

＜正＞ As government agencies have started to implement customer relationship management （CRM） practices in order to improve service to stakeholders/customers, one issue that is often not given appropriate recognition by those implementing CRM in organizations is the need to align human systems to the CRM strategy and activities. In contrast, much of the focus of current CRM practices are centered around technology *** paper first provides background on current CRM efforts being conducted in U. S. Federal agencies and discusses the challenges for government in implementing CRM. Next it outlines potential modifications to human systems that will likely be needed in order to successfully implement CRM in any organization. Finally, it provides a case study based on this work related to efforts by a U. S. Federal agency currently implementing a CRM solution to align employee efforts and provide the appropriate tools needed to manage and develop the workforce to successfully deliver CRM.

关键词： customer relationship management workforce development training

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Successful customer relationship management:Antecedents and Imperatives

Successful Customer Relationship Management:Antecedents and ...

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第四届电子商务国际会议

作者： Frcderick L.Capossela International Business ＆ Marketing Department California State Polytechnic University Pomona 94-219 3801 West Temple Avenue Pomona California 91768 USA

＜正＞ This paper argues that there are four key conceptual techniques used in customer relationship management （CRM） which should be considered Imperatives for contemporary 21st century e-Business today. customer relationship management itself may be defined as an attempt to find the most efficient way to focus the Marketing effort in order to generate revenue. The antecedents of successful customer relationship management techniques may be found in 20th Century and even 19th Century traditional Direct Marketing constructs. Years of data from this sub-discipline of Marketing, data analysis, and testing confirm the efficacy of these key techniques. customer relationship management concepts which are examined as Imperatives for 21st century e-Business are: 1) customer Lifetime Value （LTV）;2) customer Acquisition Cost （CAC）;3) Split-Run （A/B） Testing;and 4) Recency, Frequency, and Monetary Value （RFM） Analysis.

关键词： e-business customer relationship management CRM Lifetime Value LTV CAC A/B Split Testing RFM analysis

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Research on the Application of Data Mining to customer relationship management in the Mobile Communication Industry

Research on the Application of Data Mining to Customer Relat...

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2010 3rd IEEE International Conference on Computer Science and Information Technology—ICCSIT 2010

作者： Gu Guifang1 He Youshi2 1 2 School of Business AdministrationJiangsu University Zhenjiang Jiangsu

market competition of the domestic mobile communications industry is increasingly fierce, with more emphasis on customer-centered perfect customer relationship management and on that the explosive growth of customer data needs the support of data mining technology. This article introduces the connotation of customer relationship management and data mining, analyzes the necessity of the application of data mining to customer relationship management in the mobile communication industry, and researches the field and the steps of such application.

关键词： data mining mobile communications industry customer relationship management application

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Value judgment and reflection on the customer relationship management in domestic tourism projects

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International English Education Research 2014年第4期 48-50页

作者： Geng Junzhen Zhejiang Gongshang University Hangzhou College of Commerce Hangzhou 310018

From the concept of the customer relationship, this article analyzes the current difticulties, and puts forward the value judg- ment and the optimal path of the customer relationship management in the domestic tourism projects. In order to make the discussion more concrete, this paper will take the ＂rural tourism projects in Phoenix City＂ as the object of study. Through the heterogeneity and coordina- tion, establish the value judgment, and the optimization measures under the reflection on the current situation can be constructed from four aspects.

关键词： Domestic tourism project customer relationship management value judgment Phoenix Ancient Town Project

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客户关系管理是我国企业战略研究的当务之急

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工业企业管理 2001年第11期 37-40,44页

作者：齐佳音韩新民李怀祖

客户关系管理是当前的研究热点。由于国内企业发展的特殊轨迹，在此方面的研究和应用明显落后于国外。针对这种情况，本文分析客户关系管理的内涵及其意义的基础上，详细阐述了中国加强这一领域研究与应用的重要性和紧迫性，并探索了国... 详细信息

客户关系管理是当前的研究热点。由于国内企业发展的特殊轨迹，在此方面的研究和应用明显落后于国外。针对这种情况，本文分析客户关系管理的内涵及其意义的基础上，详细阐述了中国加强这一领域研究与应用的重要性和紧迫性，并探索了国内研究的具体方向。

关键词：客户关系管理价值战略 customer relationship management value strategy

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management of Address Information to Improve Quality of customer Contact

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Journal of Electronic Science and Technology of China 2004年第3期2卷 122-127页

作者： CHANG Taiwoo PARK Jinwoo PARK Chankwon JEONG Hanil NAM Yunseok Postal Technology Research Center ETRI Daejeon 305-350 KoreaDepartment of Industrial EngineeringSeoul National University Seoul 151-744 KoreaDepartment of e-BusinessHanyang Cyber University Seoul 133-791 KoreaDepartment of Internet Information EngineeringDaejeon University Daejeon 300-716 S.KoreaPostal Technology Research CenterETRI Daejeon 305-350 Korea

customer relationship management systems are gaining importance in today's business environment since customer satisfaction is crucial to the success of an enterprise, and especially so in e-business environment where customers can find substitute suppliers quite easily. In CRM, the quality of customer information is very important, and the address information even more so. It is because the address information plays a major role for customer contact channel and for timely and effective marketing service. Furthermore, it gives the basic source of geographic information for the offline delivery, the terminal activity of the e-commerce. In this study, we analyze various standards and proposals for the address information, and propose data models for the management of the information focusing on address components, and proto-type systems for management and service.

关键词： customer relationship management customer information address information address component

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