Curtin University Homepage
  • Library
  • Help
    • Admin

    espace - Curtin’s institutional repository

    JavaScript is disabled for your browser. Some features of this site may not work without it.
    View Item 
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item

    A customer relationship management ecosystem that utilizes multiple sources and types of information conjointly

    Access Status
    Fulltext not available
    Authors
    Hussain, Omar
    Chang, Elizabeth
    Ramakonar, V.
    Dillon, T.
    Date
    2012
    Type
    Conference Paper
    
    Metadata
    Show full item record
    Citation
    Hussain, Omar Khadeer and Chang, Elizabeth and Ramakonar, Vish and Dillon, Tharam. 2012. A customer relationship management ecosystem that utilizes multiple sources and types of information conjointly, in Proceedings of the 2012 6th IEEE International Conference on Digital Ecosystems and Technologies (DEST 2012), Jun 18-20 2012, pp. 1-6. Campione d’Italia, Italy: Institute of Electrical and Electronics Engineers (IEEE).
    Source Title
    2012 6th IEEE International Conference on Digital Ecosystems and Technologies
    Source Conference
    DEST 2012
    DOI
    10.1109/DEST.2012.6227911
    ISBN
    9781467317023
    URI
    http://hdl.handle.net/20.500.11937/4928
    Collection
    • Curtin Research Publications
    Abstract

    In the current economic, budget tightening and competitive times, organizations need to be customer focused and provide customized service to customers to ensure their loyalty. To achieve this, Customer Relationship Management (CRM) systems help organizations to deal with and answer various customer queries. However with a change in the type of information being created (for example from structured to semistructured), CRM systems have to make effective use of such information which may be in multiple information sources for effective knowledge management and knowledge synthesis in order to provide customized services to the customers. In this paper, we propose a Customer Relationship Management ecosystem that conjointly utilizes multiple information sources and information types to achieve this. We explain the architecture of the proposed CRM ecosystems framework and demonstrate its application in the real estate domain.

    Related items

    Showing items related by title, author, creator and subject.

    • Managing Information Systems: Ten Essential Topics
      Xu, J.; Quaddus, Mohammed (2013)
      Information systems (IS)/Information technology(IT) has become an essential part and a major resource of the organization. IS/IT is a major resource that can radically affect the structure of an organisation, the way it ...
    • Customer participation and service outcomes: Mediating role of task-related affective well-being
      Asokan, A.; Sharma, Piyush ; Kingshott, Russel; Kaur, A.; Maurya, U. (2018)
      This paper contributes to transformative service research by drawing on self-determination, elicitation of emotions framework, and feelings-as-information theories to explore how customer participation, task-related ...
    • Intercultural service encounters (ICSE): an extended framework and empirical validation
      Sharma, Piyush; Tam, J.L.; Kim, N. (2012)
      Purpose – This paper aims to extend the intercultural service encounters (ICSE) framework using role theory and information asymmetry perspective, to hypothesize differences in the strength of many relationships based on ...
    Advanced search

    Browse

    Communities & CollectionsIssue DateAuthorTitleSubjectDocument TypeThis CollectionIssue DateAuthorTitleSubjectDocument Type

    My Account

    Admin

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Follow Curtin

    • 
    • 
    • 
    • 
    • 

    CRICOS Provider Code: 00301JABN: 99 143 842 569TEQSA: PRV12158

    Copyright | Disclaimer | Privacy statement | Accessibility

    Curtin would like to pay respect to the Aboriginal and Torres Strait Islander members of our community by acknowledging the traditional owners of the land on which the Perth campus is located, the Whadjuk people of the Nyungar Nation; and on our Kalgoorlie campus, the Wongutha people of the North-Eastern Goldfields.