Intelligent CRM on the cloud
|dc.contributor.editor||Tomoya Enokido, Fatos Xhafa, Leonard Barolli, Makoto Takizawa, Minoru Uehara and Arjan Durresi|
|dc.identifier.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.|
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.publisher||IEEE Computer Society|
|dc.subject||Customer relationship management|
|dc.title||Intelligent CRM on the cloud|
|dcterms.source.title||Proceedings of the 13th international conference on network-based information systems (NBiS 2010)|
|dcterms.source.series||Proceedings of the 13th international conference on network-based information systems (NBiS 2010)|
|dcterms.source.conference||13th International Conference on Network-Based Information Systems (NBiS 2010)|
|dcterms.source.conference-start-date||Sep 14 2010|
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|curtin.department||Digital Ecosystems and Business Intelligence Institute (DEBII)|