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Why Do Customer Relationship Management Applications Affect Customer Satisfaction?

The research discussed in this paper evaluates the effect of Customer Relationship Management CRM on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This...

Tags: American Marketing Association, Customer Satisfaction, CRM, Customer Knowledge, Product Marketing, Supply Chain Management (SCM), Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software

White papers 2005-10-01

Strategic Firm Commitments and Rewards for Customer Relationship Management in Online Retailing

Academic studies offer a generally positive portrait of the effect of Customer Relationship Management CRM on firm performance, but practitioners question its value. The authors argue that a firm's strategic commitments may be an overlooked organizational factor that influences the rewards for a firm's investments in CRM. Using the context...

Tags: American Marketing Association, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software

White papers 2005-10-01

Additional Resources

Yahoo: Major businesses have stabilized; update on Microsoft deal

Yahoo delivered a bit of a surprise for its third-quarter earnings, beating Wall Street’s expectations handily and offering signs that CEO Carol Bartz is turning the company around. For the quarter, the company reported net income of $186 million, or 13 cents per share, on revenue of...

Tags: Yahoo! Inc., Microsoft Corp., Operational Accounting, Branding, Finance, Marketing, Sam Diaz

Blog posts 2009-10-20

What's a brick?

Shortly after I posted my blog on CalStar making building materials from coal ash, I heard from the American Brick Industry Association BIA. They feel CalStar is ripping off centuries of brick brand equity. Here is the email with BIA's side of the brick business: "I...

Tags: Brick, CalStar, ASTM STANDARDS Here, Branding, Blogging, Manufacturing, Marketing, Internet, Harry Fuller

Blog posts 2009-10-20

Open source can save your life

Quick, if your life depended on it, which health care information system would you rather your hospital used: A proprietary system developed by software engineers based on marketing input, bug reports and customer requests? An open source system developed by thousands of health care practitioners including...

Tags: Hospital, Open Source, Health Care, VA, Healthcare, Vertical Industries, Benefits, Human Resources, Robin Harris

Blog posts 2009-08-23

Lawyer files a full-throated attack on Google Books deal

Lawyers and the New York Times are sitting up to take notice of a new "sweeping" objection to the Google Books deal. The objector is Scott E. Gant, an author and partner at the Washington law firm of Boies Schiller & Flexner. In an interview, he told the Times: ...

Tags: Google Inc., Class Action, Attack, Gant, Litigation, Business Operations, Richard Koman

Blog posts 2009-08-19

Survey: Majority of American households now have HDTVs

Despite the recession, we still haven't completely put the brakes on when it comes to buying new TV sets. According to a new report by the Cable & Telecommunications Association for Marketing CTAM, 53 percent of U.S. households now own an HDTV, the first time a majority of the country's...

Tags: HDTV, Survey, TVs, Tv & Home Theater, Personal Technology, Home Entertainment, Sean Portnoy

Blog posts 2009-08-06

Inside Curve: Lane Bryant Scores Plus Plus

Who doesn't love style and fashion?  Well, I suppose I don't love fashion, judging from my incredibly poor clothing selection skills (I rely 100% on my wife, who has mad skills when it comes to picking out good looking clothes) but I am in love with style. I love to...

Tags: Apparel, Exclusion, Community, Brand, Women, Network, American Eagle, Bebe, Curve, Jay, Kate Moss, Gender And Diversity, Social Networking, Branding, Human Resources, Online Communications, Marketing, Advertising & Promotion, Paul Greenberg

Blog posts 2009-08-03

Rural energy grant deadline approaches: Aids renewable energy technology investments

I'm not sure how many farmers and ranchers read these posts, but certainly I can claim some rural business owners among my readers. So, if you are in a rural area of the United States AND you are a small business with fewer than 15 employees, you have until July...

Tags: Turbine, Renewable Energy, Telecom & Utilities, Heather Clancy

Blog posts 2009-07-03

The Groundswell of Social Media Backlash

There appears to be a fully fledged backlash against 'social media' marketing emerging, with commentary in both areas you'd expect and in places you might not. This is tough on the people who have solid foundations for what marketing messaging is all about,...

Tags: Facebook, Procter & Gamble Co., Social Media, Burger King Corp., Josh, Desktop Publishing, Marketing Research, Software, Marketing, Oliver Marks

Blog posts 2009-05-23

Overused words of the decade: 'open' and 'enterprise'

"Open" is what we would like every piece of code to aspire to, and "enterprise" means a harmonious collection of industrious people and purring machines. They are the magical marketing words, evoking images of all that is good and wholesome. But perhaps they are getting overused. Everything...

Tags: Open Standard, Seth Godin, Enterprise, Service-Oriented Architecture (SOA), Enterprise Software, Web Services, Software, Joe McKendrick

Blog posts 2009-05-13

Google's Schmidt carefully scripted at newspaper powwow

Google CEO Eric Schmidt declared his love for newspapers today in front of an audience at the Newspaper Association of America's annual convention in San Diego. You know: freedom of speech, in-depth reporting, policing government and the elite and so on. For just about an hour, Schmidt...

Tags: Google Inc., Journalist, Eric Schmidt, Internet, Sam Diaz

Blog posts 2009-04-07

Who's to blame for America's loss of innovation?

Who's to blame for America's loss of innovation?Mr Fuller. There are a bunch of people that can share this blame. Teacher, Unions,Students,State Gov,Federal Gov and whomever else you would like to throw in hell maybe the bus driver. Anyway the point is that all of parties need to open there...

Tags: innovation

Discussion threads 2009-02-26

Social media...dirty word or essential skill?

Social media...dirty word or essential skill?Striking a balanceInteresting piece. I guess your assertion makes the assumption that we learn ANYTHING at school that is useful in business. If the curriculum does include genuinely useful sales and marketing modules alongside maths and economics, then there is much to be...

Tags: social media, dirty Word, essential skill, education, job

Discussion threads 2008-10-22

Elementeo, a game for learning chemistry

At the 235th National Meeting of the American Chemical Society ACS in New Orleans, Anshul Samar, a 14-year-old CEO, has introduced Elementeo, a trading card game intended to teach chemistry while having fun. The game is based on a 121-card deck of chemical elements, compounds and catalysts. And players have...

Tags: Card, Elementeo, Games, Personal Technology, Roland Piquepaille

Blog posts 2008-04-09

Microsoft's $235 million PIL is not so bitter

Microsoft's $235 million PIL is not so bitterMicrosoft is a for profit entity...whose only agenda is to maximize the value of its stock.Philanthropy with any expected return is not philanthropy.Summing upMicrosoft's "charitable" contributions are the same sorts of things that other companies add to their marketing budget: promoting their products...

Tags: OpenDocument Format (ODF), Free trade, Microsoft Corp., PIL, not-so

Discussion threads 2008-01-22

Battle for the network will mark 2008

Battle for the network will mark 2008Deep Packet Inspection & Message Steam EncryptionDeep packet inspection CANNOT decrypt what is in the TCP message stream when [url=http://en.wikipedia.org/wiki/Message_Stream_Encryption]Message Stream Encryption[/url] is enabled.With MSE enabled, at best it can make inferences about types of download activity, but not 'what' specifically is being transferred.Moreover,...

Tags: Linux, OPEN SOURCE, NETWORKING, C/C++, Microsoft Corp., F/OSS, network

Discussion threads 2007-12-19

Intel CEO Paul Otellini woos the Oracle crowd

Intel CEO Paul Otellini went highbrow in his keynote slot at Oracle OpenWorld, invoking American architectural icon Frank Lloyd Wright. He was preceded yesterday by rival AMD's CEO Hector Ruiz, who chatted with partners during his keynote see below. Both essentially gave promotional talks, which they...

Tags: Oracle Corp., Paul Otellini, Advanced Micro Devices Inc., Intel Corp., Data Centers, Corporate Communications, Storage, Semiconductors, Processors, Hardware, Data Management, Marketing, Components, Dan Farber

Blog posts 2007-11-13

The governmental-communications complex: net neutrality now!

This isn't about technology George Ou ought to be in marketing: his impassioned apology for Comcast's intrusive "network management" see A rational debate on Comcast traffic management almost makes sense. By dragging the discussion down into the details of cable's technical inadequacies he glosses over the...

Tags: Telecommunications Company, Liberty, Net Neutrality, Government, Telecom & Utilities, Telecommunications, Robin Harris

Blog posts 2007-11-07

Microsoft appoints Linux interoperability chief

Microsoft appoints Linux interoperability chiefYes, controversialThe idea of interoperability will indeed be verrry controversial, and downright blasphemous. How dare Microsoft recognize that they have to live with the existence of Linux in this world and thus make an effort to interoperate.Loverock, who seems to be absent these days, would...

Tags: UNIX, OPEN SOURCE, Operating systems, Linux, Microsoft Corp.

Discussion threads 2007-06-11