View Item 

Intelligent CRM on the cloud

Access Status
Open access
Authors
Faed, Alireza
Wu, Chen
Chang, Elizabeth
Date
2010
Type
Conference Paper

Metadata
Show full item record
Citation
Faed, A. and Wu, C. and Chang, E. 2010. Intelligent CRM on the cloud, in Enokido, T. and Xhafa, F. and Barolli, L. and Takizawa, M. and Uehara, M. and Durresi, A. (ed), 13th International Conference on Network-Based Information Systems (NBiS 2010), Sep 14 2010, pp. 216-223. Gifu, Japan: IEEE.
Source Title
Proceedings of the 13th international conference on network-based information systems (NBiS 2010)
Source Conference
13th International Conference on Network-Based Information Systems (NBiS 2010)
DOI
ISSN
School
Digital Ecosystems and Business Intelligence Institute (DEBII)
Remarks

Copyright © 2010 IEEE This material is presented to ensure timely dissemination of scholarly and technical work. Copyright and all rights therein are retained by authors or by other copyright holders. All persons copying this information are expected to adhere to the terms and constraints invoked by each author's copyright. In most cases, these works may not be reposted without the explicit permission of the copyright holder.

URI
Collection
Abstract

This paper presents a new conceptual framework and practical solution for Customer Relationship Management(CRM) and E-Loyalty programs for cutting edge M-Commerce. CRM has come to the world of technology to help companies maximise technology usage. CRM means disciplined business strategy to create and sustain long-term, profitable customer relationships. To this aim, it must concentrate on customer. This paper introduces the notion of Intelligence CRM (i-CRM), and will define and develop i-CRM, E-Loyalty for the M-Commerce environment including Cloud services. The conceptual framework will include solutions for customer complaints and evaluation of the solution through perceived value, interactivity, and acceptance of i-CRM, perceived ease of use, perceived usefulness, loyalty and E-Loyalty. This paper shows how i-CRMcan foresee the threshold of customer feedback creating an innovative solution to minimize negative customer feedback and increase the loyalty and E-Loyalty of an organization.