Relevant bibliographies by topics / Customer relationship managemente / Dissertations / Theses
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Dissertations / Theses on the topic 'Customer relationship managemente'

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Published: 10 September 2021
Last updated: 29 July 2025

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1

Awan, Salman Ahmad, and Muzafar Said. "Loyalty Enhancing Communication for Telecom Customer Relationships : A Qualitative Study of Telecom Customers." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-9522.

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The telecommunication business has been transformed in Sweden through the past few years. Previously telecom industry was under monopoly which has now been converted into more competitive market in which more competitors have entered and offering various alternatives of different kinds of services. TeliaSonera has been one of biggest telecommunication service providers in Sweden which is amalgamation between two big companies; Telia, a major Swedish company and Sonera which is Finish counterpart of Telia. Currently, TeliaSonera is offering various communication services to its customers such a
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2

Lönnevik, Helena, and Fiorella Piedra. "Luxury Customer Relationship Management : Customer loyalty through a luxury perspective." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72857.

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Bakgrund och problemdiskussion: Lyxvarumärkesföretag har börjat undersöka implementering av en strategi som erbjuder livslångt kundvärde. De har även visat intresse som tyder på att de vill tillämpa CRM-policys men är osäkra till hur stor del den går att tillämpa inom lyxindustrin. Vi har med inspiration från artikeln ”Is CRM for Luxury brands?” Cailleux, Mignot & Kapferer (2009) konstaterat att det existerar ett problem med den traditionella CRM som inte förstår ”luxury management” och de exakta implikationerna. Då begreppet CRM anses vara otillräcklig samt bristande vid tillämpning på ly
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Wu, Xueying, and Jingfang Zhao. "Relationship Management of key Customers - in B2B." Thesis, Jönköping University, Jönköping University, Jönköping International Business School, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-9557.

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4

Broman, Johanna, and Patricia Lundin. "CRM systems management and use : From retail stores perspective." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-17125.

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The purpose of this thesis is to explore how stores in the retail sector and in business to consumers´ relations, are engaged in the CRM systems use and management. The purpose is also to see if the information that is gathered by the headquarters is transferred down to the stores.   The research follows a realistic philosophy combined with an abductive approach and a qualitative method. The choice of design to this research was an exploratory research combined with a case study strategy over a cross-sectional time horizon. The data was collected through semi-structured interviews with manager
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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.

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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used b
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Nacif, Roberta C. "Online customer loyalty : forecasting the repatronage behavior of online retail customers /." Wiesbaden : Dt. Univ.-Verl, 2003. http://www.gbv.de/dms/zbw/374160546.pdf.

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7

Kuranchie, Frank Kojo. "The Effect of Customer Relationship Marketing on Customer Retention in the Ghanaian Banking Sector : A case study of Intercontinental Bank Ghana Limited." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1102.

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Abstract Customer relationship management as a strategic marketing concept has gained tremendous interest among researchers and practitioners in recent times. Within the last two decades a significant number of research works have been carried out on various issues relating to customer relationship management. However, few empirical studies on market orientation and performance have been established in the Ghanaian banking sector. In an effort to contribute to the existing customer relationship management literature, a study of Intercontinental bank Ghana was conducted. A framework of customer
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8

Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The servic
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Arndt, Oliver H. "Fähigkeiten im Customer Relationship Management /." Bamberg : Difo-Druck, 2009. http://aleph.unisg.ch/hsgscan/hm00264325.pdf.

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10

Voss, Julian. "Customer-Relationship-Management im Agribusiness." Göttingen Sierke, 2008. http://d-nb.info/989845397/04.

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11

Suárez, Néstor Mauricio. "Estrategia CRM (Customer Relationship Management)." Master's thesis, Universidad Nacional de Cuyo. Facultad de Ciencias Económicas, 2011. http://bdigital.uncu.edu.ar/4481.

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Realizar una propuesta metodológica que permita analizar, diseñar e implementar una estrategia CRM en las empresas de servicios públicos de Mendoza.<br>Fil: Suárez, Néstor Mauricio. Universidad Nacional de Cuyo. Facultad de Ciencias Económicas.
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12

Дядечко, Алла Миколаївна, Алла Николаевна Дядечко, Alla Mykolaivna Diadechko, and G. Shaban. "Customer relationship management (crm) strategy." Thesis, Вид-во СумДУ, 2009. http://essuir.sumdu.edu.ua/handle/123456789/16796.

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Maggon, Mohita. "Customer satisfaction, relationship share and customer attitude in context of customer relationship management: a study of Indian hotels." Thesis, IIT Delhi, 2016. http://localhost:8080/iit/handle/2074/7230.

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Crivellaro, Fernanda Furio [UNESP]. "Gestão da informação em ferramentas de CRM para captação e retenção de clientes." Universidade Estadual Paulista (UNESP), 2018. http://hdl.handle.net/11449/154197.

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Submitted by FERNANDA FURIO CRIVELLARO (ffc_fernanda@hotmail.com) on 2018-06-07T19:35:54Z No. of bitstreams: 1 GESTÃO DA INFORMAÇÃO EM FERRAMENTAS DE CRM PARA CAPTAÇÃO E RETENÇÃO DE CLIENTES.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5)<br>Approved for entry into archive by Satie Tagara (satie@marilia.unesp.br) on 2018-06-08T17:12:16Z (GMT) No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5)<br>Made available in DSpace on 2018-06-08T17:12:16Z (GMT). No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes
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Eggert, Sandy, and Norbert Gronau. "Marktüberblick : IT-Unterstützung im Customer Relationship Management." Universität Potsdam, 2005. http://opus.kobv.de/ubp/volltexte/2006/680/.

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Für viele Unternehmen hat sich der Stellenwert der Kundenbeziehung in den letzten Jahren nachhaltig verändert. Da Wettbewerbsfähigkeit häufig über die Beziehung zum Kunden definiert wird, ist den meisten Unternehmen die Bedeutung des Kundenwissens durchaus bewusst. Schon immer war die Beziehung zum Kunden für ein Unternehmen existenzkritisch, jedoch hat sich dazu die Situation auf den eigenen Absatzmärkten stark gewandelt. Durch den steigenden internationalen Wettbewerb kommt es zunehmend zu gesättigten Absatzmärkten und erhöhten Kostendruck. Weiterhin kommt seitens der Kunden ein höheres Erwa
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16

Feliciano, Ana Rita Lemos. "Mobile Customer Relationship Management : questões de privacidade." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/11221.

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Mestrado em Ciências Empresariais<br>As tecnologias de informação permitem um maior contato entre a organização e o cliente, como também auxiliam a perceber as necessidades e as preferências dos clientes, resultando na adoção de estratégias de Marketing com o objetivo de fidelizar o cliente. A gestão de relacionamento com o cliente (CRM - Customer Relationship Management) ajuda as organizações a satisfazer o cliente através de um relacionamento próximo. A gestão móvel de relacionamento com o cliente (MCRM ? Mobile Customer Relationship Management) funciona como uma ferramenta mais rápida e efi
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17

Sinisalo, J. (Jaakko). "Mobile customer relationship management:a communication perspective." Doctoral thesis, Oulun yliopisto, 2010. http://urn.fi/urn:isbn:9789514263910.

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Abstract This study examines communication through the mobile medium in customer relationship management (hereafter mCRM). Although the academic research on mCRM is gradually evolving, there is still a lack of empirical research on this topical issue. Therefore, the purpose of this study is to begin to fill this gap by enhancing the theoretical and practical understanding of mCRM. The empirical part of the study is conducted as a qualitative case study. Seven Finnish companies utilizing the mobile medium as a communication channel in CRM were selected for the empirical analysis. Interviews,
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Carr, Anthony A. "Customer equity management : the impact of strategy drivers and customer data management on customer equity outcomes." Thesis, Queensland University of Technology, 2013. https://eprints.qut.edu.au/62010/1/Anthony_Carr_Thesis.pdf.

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This research contributes to the field of customer equity by examining how important the strategy drivers of consumption and customer data management are in contributing to the value of the customer asset. A mixed methods approach focused on one sector: the Australian accommodation hotels. From this research, a deeper understanding of how to theorise, conceptualise and practice customer equity management has been achieved.
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19

Andresen, Philip. "Acquiring customers through Social Customer Relationship Management : An explorative case study within the telecom industry." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-64521.

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Social media is a rapidly rising phenomenon, providing new opportunities for consumers and businesses to communicate and share information. The development of social media has allowed for customer relationship management (CRM) to extend its area of use, coining the now common concept social CRM. Social CRM allows for new levels of interactivity between companies and consumers, however the effectiveness of social CRM is uncertain in many areas, mainly due to it being hard to tie customer interaction in social CRM to tangibles for the company. One of these areas is customer acquisition, where th
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20

Arndt, Dirk. "Customer-information-Management ein Referenzmodell für die Informationsversorgung im Customer-Relationship-Management." Göttingen Cuvillier, 2008. http://d-nb.info/98980853X/04.

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21

Greve, Goetz. "Erfolgsfaktoren von Customer-Relationship-Management-Implementierungen /." Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://dx.doi.org/10.1007/3-8350-5705-7.

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22

Hedin, Magnus, and Niklas Sjöblom. "Customer Relationship Management och dess implementeringsproblem." Thesis, Uppsala University, Department of Business Studies, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-7574.

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23

Rentzmann, René. "Text mining im Customer-relationship-Management." Hamburg Kovač, 2007. http://d-nb.info/987473808/04.

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Rentzmann, René. "Text Mining im Customer Relationship Management /." Hamburg : Kovač, 2008. http://www.verlagdrkovac.de/978-3-8300-3510-7.htm.

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Greve, Goetz. "Erfolgsfaktoren von Customer-Relationship-Management-Implementierung." Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://www.gbv.de/dms/zbw/510620310.pdf.

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26

Wong, Ka-kuen, and 黃嘉權. "Stochastic models for customer relationship management." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hub.hku.hk/bib/B30289968.

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27

Ligthelm, Verina. "Customer relationship management solutions in organisations." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52753.

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Thesis (MBA)--Stellenbosch University, 2002.<br>ENGLISH ABSTRACT: "Globally, businesses invested about $8 billion in hardware, software and external services in 1999 to design and implement eCRM solutions. And these investments will grow to over $38 billion by 2003. We also see that it is happening everywhere from New York City to Sydney and Frankfurt to Seoul and Rio de Janeiro." Stanley A. Brown (2000:xiii). The ever-changing global environment brings new challenges and opportunities to the business environment. These rapid changes in the marketplace force companies to reconsider th
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28

Hou, Pingyu. "Customer relationship management for banking system." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2635.

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The purpose of this project is to design, build, and implement a Customer Relationship Management (CRM) system for a bank. CRM BANKING is an online application that caters to strengthening and stabilizing customer relationships in a bank.
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Lowther, Dwain Eldred. "Customer relationship management: A financial perspective." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.

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This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.
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Esteves, Paulo Sérgio Filipe Mena. "Social CRM adoption in a higher education institution." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/10395.

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Mestrado em Gestão de Sistemas de Informação<br>Neste estudo foi adoptada a definição proposta por Choy, et al. (2003) e Shaw (1999) onde o Customer Relationship Management é definido como o processo pelo qual uma empresa envereda por uma estratégia de procura de maximização da informação sobre os seus clientes num esforço para aumentar a sua lealdade e pronlogar a relação comercial. A Web 2.0 é o termo geralmente usado para descrever a chamada segunda geração da World Wide Web e está intimamente relacionado com o fenómeno da interacção e partilha de informação online (Barsky & Purdon, 2006).
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Lundgren, Emilie, and Yamila Mingo. "Faktorer som påverkar kunders relation till ICA." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-21962.

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Nooren, Ella. "Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company." Master's thesis, FEUC, 2012. http://hdl.handle.net/10316/21510.

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Dissertação de mestrado em Marketing, apresentada à Faculdade de Economia da Universidade de Coimbra, sob a orientação de Arnaldo Coelho.<br>This case study named “The impact of customer relationship management on fujitsu as service providing company” has as its main aim analysing the impact of CRM on a company’s customer satisfaction. What are the benefits for a company by using CRM and if it would improve, using Fujitsu as our case study. How Fujitsu measures its customer satisfaction is one of the issues developed in this thesis. Some of the methods used are Customer Satisfaction Inter
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Thejaswarup, Sathish. "Strategies for Improving the Effectiveness of Customer Relationship Management Systems." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4334.

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Many banks invest heavily in customer relationship management (CRM) system implementation and expect to increase their profitability. However, the failure rates of CRM projects are significant. The purpose of this multiple case study was to explore the strategies implemented by CRM managers in the banking industry to achieve CRM system effectiveness. CRM implementers from 1 medium and 2 large banks in Minnesota who successfully implemented CRM systems were selected. Data were collected primarily from participant interviews, websites, and social media pages. Bertalanffy's general systems theory
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Kankam, Boadu Ama Achiaa [Verfasser]. "Customer Relationship Management and Customer Retention / Ama Achiaa Kankam Boadu." München : GRIN Verlag, 2019. http://d-nb.info/1199344958/34.

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35

Lam, Hoang Chau, and Qiuyun Li. "Does electronic customer relationship management affect customer satisfaction and trust?" Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24655.

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Aim: This paper aims to explore and to understand how the E-CRM affects customer satisfaction and trust from customer perspectives in electronic commerce. Method: The research is an exploratory and qualitative study. A multiple case study involving 3 Swedish companies with 12 face-to-face interviews in Gävle, Sweden, was chosen to collect the empirical data for this study. Data were coded by hands and structured in the form of tables in accordance with 7 codes categorized in 2 themes. Coded data were interpreted to investigate the research questions by using the inductive method. Result &amp;
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Johansson, Daniel, and Patrik Fredriksson. "Customer Needings : Finding the Relationship Gaps between Rolls Royce and their Industrial Customers." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4263.

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<p><strong>Purpose </strong></p><p>The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.</p><p> </p><p><strong>Method</strong></p><p>A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rol
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Mazmanian, Joseph, and Arbi Babakhanlo. "Utveckling av kundrelationer på Länsförsäkringar." Thesis, University of Gävle, University of Gävle, Department of Business Administration and Economics, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-6270.

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<p><strong>Syfte: </strong>Syftet med denna uppsats är att illustrera vilka faktorer som påverkar kundrelationer och hur ett företag bör gå tillväga för att förbättra dessa samt för att bevara sina kunder. Vi vill ge en illustration på hur en välorganiserad kundrelation kan framkallas. Uppsatsen är även en undersökning som kommer att framhäva Länsförsäkringarnas varianter av strategier och metoder inom kundrelation, detta kommer även att baseras ur kundens perspektiv. Det vitalaste kommer att handla om hur Länsförsäkringarna kan förbättra och utveckla detta.</p><p> </p><p><strong>Metod: </stro
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Li, Pu. "Customer relationship management : a research framework for investigating how customers' detailed preferences are learned and recorded /." View abstract or full-text, 2005. http://library.ust.hk/cgi/db/thesis.pl?ISMT%202005%20LI.

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Botes, Antoon Abraham Adriaan. "Assessing the impact of customer relationship management on customers in ABSA's Western Cape corporate and business banking division." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/80642.

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Thesis (MBA)--Stellenbosch University, 2008.<br>ENGLISH ABSTACT: Many organisations implement customer relationship management (CRM) systems and processes but very few are able to obtain noticeable successes or even measure the successes. The successful implementation of CRM can have a very positive effect on customer service. Not only will it improve customer satisfaction, but it will increase customer loyalty and also lead to repurchases. Improved customer relationships will have a positive effect on profitability since it will reduce costs and the longer the relationship the higher the pro
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Domingos, Gonçalo Henrique Correia Nabais. "Mobilidade como base da estratégia de CRM." Master's thesis, Instituto Superior de Economia e Gestão, 2010. http://hdl.handle.net/10400.5/2873.

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Mestrado em Ciências Empresariais<br>Actualmente, podemos dizer que vivemos na era tecnológica, todos os dias sai para o mercado um novo gadget que poderá ser útil ou não às empresas. Estas tentam a todo o custo reforçar o seu relacionamento com o cliente, porque sabem que este é o seu bem mais precioso. Percebemos então a importância de ter uma ferramenta para gerir o relacionamento com o cliente, a solução é o Customer Relationship Management, mas nos dias que correm estão sempre a surgir melhoramentos e novas ferramentas que se adaptem cada vez mais às necessidades tanto das empresas como d
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Sölgén, Samuel, and Daniel Wiklund. "Customer Relationship Management Strategy in Swedish Football Clubs." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6071.

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<p><strong>Aim of the Thesis:</strong> To investigate the practice of using a CRM strategy in football clubs by comparing earlier successful and unsuccessful CRM implementations by football clubs and study fan relationship theories in a large Swedish football club, thereby presenting guidelines on how to further develop a CRM strategy in a Swedish football club.</p><p> </p><p><strong>Methodology: </strong>A quantitative approach and a qualitative approach have been used, first collecting empirical data on supporter views through a questionnaire further strengthened by gathering empirical data
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Nabseth, Marie, and Brink Andrea Celing. "Customer Relationship Management : En studie om organisatoriska framgångsfaktorer och hinder vid en implementation av ett Customer Relationship Management." Thesis, Uppsala universitet, Institutionen för informatik och media, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-356372.

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Customer Relationship Management (förkortas CRM) är en affärsstrategi som möjliggörs med hjälp av teknologi och används av företag för att registrera samt hantera data och interaktioner med sina dåvarande, nuvarande och potentiella kunder. Att implementera ett CRM-system kräver ofta mycket engagemang och jobb. På grund av den stora omfattningen finns det utrymme för att saker kan gå fel. Studien avser att undersöka vilka organisationella framgångsfaktorer och hinder det finns när ett företag implementerar ett nytt CRM-system i sin organisation. Studien är en förklarande fal
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Lundgren, Andreas, and Erik Lindström. "Customer Relationship Managements fallgropar : En studie för att uppmärksamma kritiska delar och misstag vid införandet och det kontinuerliga arbetet med Customer Relationship Management." Thesis, Uppsala universitet, Institutionen för informatik och media, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-297237.

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Customer Relationship Management blir ett allt vanligare verktyg för att hantera kundvård för företag, det används främst för att hantera kundrelationer och lagra kundinformation. Customer Relationship Management, eller CRM, bygger på en affärsfilosofi som bör genomsyra hela organisationen. Denna filosofi blir en strategi för att hjälpa företag hantera sina nuvarande och kommande kunder. CRM uppkom först på 90-talet då förståelsen för kundvård startade i kombination med automatisering av försäljningsprocesser och analysering av kunddata. Idag är CRM också ett informatio
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Sperl, Friederike. "Customer-Relationship-Management profitabilitätsorientierte Bindung von Wohnungsmietern." Köln Immobilien-Manager-Verl, 2009. http://d-nb.info/995824495/04.

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Gallinaro, Jacopo <1991&gt. "Customer Relationship Management in the airline industry." Master's Degree Thesis, Università Ca' Foscari Venezia, 2017. http://hdl.handle.net/10579/11495.

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In the last few decades the concept of Customer Relationship Management has assumed a major role within certain firms which did not want to renounce to the opportunities deriving from the right understanding of customers’ needs and priorities. The choice to analyse the CRM concept applied to the airline industry has been dictated by the awareness that, in today’s fiercely competitive market, a strategy based mainly on price reductions is no longer a reliable source of competitive advantage for airlines. Rather, a customer-centric strategy on consumer attention is nowadays considered an essenti
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Hua, Lin Chia, and 林佳樺. "Customers Relationshop Management : Customer Valuation Measurment." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/89431987508610496007.

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碩士<br>國立臺北大學<br>企業管理學系<br>90<br>Customer Relationship Management is importance in market competition recently. Measurement of customer valuation depends on defining the customer, estimating the revenue and costs associated with each customer, and combining these elements into an estimated profitability for each customer. Effective use can align the business strategy and the organizational delivery system with customer requirements. This research uses the SMC model to determine the customer valuation. The SMC model can calculate the number of transactions in the next coming year and the sum of
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Roth, Philip. "Organisering för strategisk CRM : Lärande om kundrelationer i en B2B-organisation." Doctoral thesis, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-107120.

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In marketing research, customer relationship management (CRM) is often described as a strategy for collecting customer information through an IT- infrastructure in order to manage customer relationships (e.g. Boulding et al 2005; Keramati et al 2010; Nguyen and Mutum 2012). Most of the existing research within CRM has focused on IT-infrastructure and implementation issues rather than on how CRM can enable knowledge sharing among individuals and working teams. Difficulties regarding information and knowledge creation, as well as sharing knowledge in both formal and informal ways, are not partic
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Ling, Yu-Mei, and 凌毓鎂. "The associated relations of customer relationship management resources, customer relationship management practices and customer voluntary behavior: A case of customers at Taiwan Taoyuan international airport." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/773h5x.

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碩士<br>國立東華大學<br>國際企業學系<br>95<br>In the recent years, as international airlines have emerged into competitive markets, many airlines have turned to customer relationship management (CRM). Moreover, airline companies also take advantage of customer data management to support them to obtain greater insights into their customer needs. This study investigates CRM resources of companies which have customer data management, relational selling behavior, cultural compatibility, and absorptive capacity to CRM practices including transparency and customization and customer voluntary behavior. Sampling
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Li, Pei-Chi, and 李珮齊. "The Relationship among Customer Relationship Management, Relationship Quality, and Customer Life time Value- A Study Based on Customer's Viewpoint." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/77290709801565916239.

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碩士<br>國立勤益科技大學<br>企業管理系<br>97<br>In the customer-oriented era, customers dominate the future of a company. Therefore, customer relationship is an important intangible asset. A company has to understand the real needs of customers so as to effectively catch business opportunities. In the hotel industry, service providers have a direct and close relationship with customers. It is especially necessary for them to maintain customer loyalty through customer relationship management. This paper focuses on the hotel industry to investigate the effect of customer relationship management on relationship
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Tien, Li-Wei, and 田力維. "The Study of Relationships between Customer Relationship Management, Relationship Quality, Customer Satisfaction and Customer Loyalty -A Case of Religion Foundation." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/58398278307936734275.

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碩士<br>明道大學<br>產業創新與經營學系碩士班<br>99<br>The differences between nonprofit orginizations and profit organizations are the earning distributing methods and establishing goals, and we hold nonprofit orginizations need customer loyalty as much as profit organizations do. This comes to our research motivation.We yearn for understanding how this religion foundation operates its customer relationship management and try to figure out the relationship between customer relationship management, relationship quality, customer satisfaction and customer loyalty. The empirical results support our hypothesis. Fir
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