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dc.contributor.authorFaed, Alireza
dc.contributor.authorWu, Chen
dc.contributor.authorChang, Elizabeth
dc.contributor.editorTomoya Enokido, Fatos Xhafa, Leonard Barolli, Makoto Takizawa, Minoru Uehara and Arjan Durresi
dc.identifier.citationFaed, 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.

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.

dc.publisherIEEE Computer Society
dc.subjectperceived value
dc.subjectCustomer relationship management
dc.titleIntelligent CRM on the cloud
dc.typeConference Paper
dcterms.source.titleProceedings of the 13th international conference on network-based information systems (NBiS 2010)
dcterms.source.seriesProceedings of the 13th international conference on network-based information systems (NBiS 2010)
dcterms.source.conference13th International Conference on Network-Based Information Systems (NBiS 2010)
dcterms.source.conference-start-dateSep 14 2010
dcterms.source.conferencelocationGifu, Japan

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curtin.departmentDigital Ecosystems and Business Intelligence Institute (DEBII)
curtin.accessStatusOpen access

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