Successful Customer Relationship Management Programs and Technologies: Issues and Trends

  • 8h 38m
  • Riyad Eid (ed)
  • IGI Global
  • 2012

The field of Customer Relationship Management (CRM) has broadened greatly in recent years as technological applications have expanded.

Successful Customer Relationship Management Programs and Technologies: Issues and Trends offers the latest research and developments for researchers, practitioners, and academics alike. This volume contains case studies, methodologies, frameworks, and architectures, and generally the cutting edge in research within the field of customer relationship management. In order to stay abreast of the latest updates in the field, a volume like this serves as a reference book and handbook for semantics and follow-through for managers and decision-makers.

About the Editor

Riyad Eid is a senior lecturer of marketing in the School of Business at the University of Wolverhampton (UK). Dr. Eid received a BSc (Hons) in Business administration from Tanta university (Egypt), an MSc in business administration from Tanta University (Egypt), PGDip (2002) and a PhD in marketing from Bradford University (UK). Dr. Eid’s main area of marketing expertise and interest is in the domain of Internet marketing and customer relationship management. He has acted as a consultant to a number of organizations in Egypt, Saudi Arabia, United Arab Emirates and the UK.

Dr. Eid has published in several international refereed journals such as the Journal of International Marketing, the Service Industries Journal, the Journal of Euro-Marketing, the Journal of Marketing Intelligence and Planning, the Journal of Industrial Management and Data Systems, the Benchmarking International Journal, the Journal of Internet Research, the International Journal of E-Business Research and the Journal of Manufacturing Technology Management. He also has attended numerous international refereed conferences worldwide.

He is a subject matter expert (marketing) for the E-TQM College in (Dubai, Unaited Arab Emirates) and Umm Al-Qura University (Saudi Arabia). Dr. Eid was presented with Emerald Best Paper Award for one of his publications. He is also a member of editorial review boards for a number of international journals.

In this Book

  • Effective Implementation of Sales-Based CRM Systems: Theoretical and Practical Issues
  • The Goals of Customer Relationship Management
  • Global Account Management (GAM): Creating Companywide and Worldwide Relationships to Global Customers
  • Can Firms Develop a Service-Dominant Organisational Culture to Improve CRM?
  • Identifying the Determinants of Customer Retention in a Developing Country Context
  • Customer Relationship Management in Social and Semantic Web Environments
  • CRM in the Context of Airline Industry: A Case Study of Mexican Airline
  • Role of Time in Development of Trust within Hi-Tech SME Business Relationships
  • A Conceptual Model of Customer Innovation Centric
  • Customers Knowledge and Relational Marketing: A Web 2.0 Perspective
  • Customer Relationship Management Through Communication Strategy: Fibres Industry Case Study
  • Media Richness Theory and the Intention to Use Online Stores
  • Do Managerial Strategies Influence Service Behaviours? Insights from a Qualitative Study
  • Applications of Customer Relationship Marketing in the UK Hospitality Industry
  • Determinants and Antecedents of Relationship Marketing Orientation: The Impact of Bank Ownership Style on the Bank's Orientation Towards Relationship Marketing
  • Consumer Demand in the Egyptian Market of University Education: An Empirical Investigation
  • A Cluster Analysis of Physician's Values, Prescribing Behaviour and Attitudes Towards Firms' Marketing Communications
  • Adoption of Electronic Payment Services by Iranian Customers
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