Contemporary perspectives on customer relationship management and the parent concept
of customer management gathered momentum in the mid-1980 s and early 1990s. The …

The successful implementation of customer relationship management (CRM) is not easy and
seems to be a complex task. Almost about 70% of all CRM implementation projects fail to …

Sales organizations are actively pursuing digitalization because they see value through
greater efficiency and effectiveness. In this paper, we examine the challenges in …

Purpose The purpose of this research is to empirically investigate the impact of
organizational culture on implementing customer relationship management (CRM) in the …

Purpose–The paper aims to consider the neglected area of customer relationship
management (CRM) and customer management's “dark side”; and identify the key types of …

Despite the awareness of academics and managers of the impact that Customer
Relationship Management (CRM) can have on firm's performance, contributions on methods …

Purpose This study aimed to provide a critical review of the evolution of customer
relationship management (CRM) research in the hospitality and tourism (H&T) field …

This chapter is an extended research work showing the role of applications of Information
Systems (IS) and importance of data security in Marketing Management. This research …

For the past few years, the pharmaceutical industry has made rapid growth. The changes
are being made in information technology each passing day. This development has …

This study presents a novel approach to design and evaluate 'last-mile'solutions–
encompassing the social and economic perspectives of key stakeholders. While urban …