International Journal of Electronic Customer Relationship Management http://www.inderscience.com/browse/index.php?journalID=199&year=2011&vol=5&issue=3/4 Inderscience Publishers Ltd en-uk International Journal of Electronic Customer Relationship Management 1750-0664 1750-0672 © 2011 Inderscience Publishers Ltd editor@inderscience.com https://www.inderscience.com/images/files/coverImgs/ijecrm_scoverijecrm.jpg http://www.inderscience.com/browse/index.php?journalID=199&year=2011&vol=5&issue=3/4 http://www.inderscience.com/link.php?id=44687 With the advancement in communication technologies in the last decade firms have implemented technology initiatives that enable sales professionals to have access to customer data and enable them to increase workplace efficiency by communicating electronically with their clients and colleagues. Many sales professionals work remotely outside the traditional office and technology, in the form of customer relationship marketing (CRM), allows sales professionals to devote more flexible time to better serve their customers. By utilising CRM technology, today's sales professionals can communicate and collaborate with clients and managers anytime, anywhere. Findings of this study support the hypotheses that CRM utilisation has positive impacts on sales performance, namely sales process effectiveness, performance with customers, and administrative efficiency. Among the three performance measures, CRM usage has the greatest impact on sales process effectiveness. The study also supports that when sales professionals work in a virtual environment they are more likely to utilise CRM. Utilisation of CRM and its impact on sales performance: a study of sales professionals working in a virtual environment
Michael Rodriguez; Frederick Yim
International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 203 - 219
With the advancement in communication technologies in the last decade firms have implemented technology initiatives that enable sales professionals to have access to customer data and enable them to increase workplace efficiency by communicating electronically with their clients and colleagues. Many sales professionals work remotely outside the traditional office and technology, in the form of customer relationship marketing (CRM), allows sales professionals to devote more flexible time to better serve their customers. By utilising CRM technology, today's sales professionals can communicate and collaborate with clients and managers anytime, anywhere. Findings of this study support the hypotheses that CRM utilisation has positive impacts on sales performance, namely sales process effectiveness, performance with customers, and administrative efficiency. Among the three performance measures, CRM usage has the greatest impact on sales process effectiveness. The study also supports that when sales professionals work in a virtual environment they are more likely to utilise CRM.

]]> 10.1504/IJECRM.2011.044687 International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 203 - 219 Michael Rodriguez; Frederick Yim Department of Marketing and Entrepreneurship, Elon University, Elon, NC 27244, USA. ' Department of Marketing, Hong Kong Baptist University, Kowloon Tong, Kowloon, Hong Kong customer relationship management marketing CRM sales performance virtual environments sales professionals process effectiveness administrative efficiency performance measurement ICT. 2012-01-02T23:20:50-05:00 5 3/4 203 219 2012-01-02T23:20:50-05:00 http://www.inderscience.com/link.php?id=44688 Customer segmentation and profiling are increasingly significant issues in today's competitive commercial area. Many studies have reviewed the application of data mining technology in customer segmentation, and achieved sound effectives. But in the most cases, it is performed using customer data from especial point of view, rather than from systematical method considering all stages of CRM. This paper constructs a new customer segmentation method based on RFM, LTV, and demographic parameters with the aid of data mining tools. In this method, first different combinations of RFM and demographic variables are used for clustering. Second, using LTV, the best clustering is chosen. Finally, to build customer profiles each segment is compared to other segments regarding different features. The method has been applied to a dataset from a food chain stores and resulted in some useful management measures and suggestions. An approach to optimised customer segmentation and profiling using RFM, LTV, and demographic features
Morteza Namvar; Sahand Khakabimamaghani; Mohammad Reza Gholamian
International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 220 - 235
Customer segmentation and profiling are increasingly significant issues in today's competitive commercial area. Many studies have reviewed the application of data mining technology in customer segmentation, and achieved sound effectives. But in the most cases, it is performed using customer data from especial point of view, rather than from systematical method considering all stages of CRM. This paper constructs a new customer segmentation method based on RFM, LTV, and demographic parameters with the aid of data mining tools. In this method, first different combinations of RFM and demographic variables are used for clustering. Second, using LTV, the best clustering is chosen. Finally, to build customer profiles each segment is compared to other segments regarding different features. The method has been applied to a dataset from a food chain stores and resulted in some useful management measures and suggestions.

]]> 10.1504/IJECRM.2011.044688 International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 220 - 235 Morteza Namvar; Sahand Khakabimamaghani; Mohammad Reza Gholamian No. 23, Syasat 11 Alley, Modaress Street, Kashan, 87196-87384, Iran. ' 3rd Floor, No.86, Shahid Beheshti Blvd., 1st Phase, 13888-17165, Western Tehransar, Tehransar, Tehran, Iran. ' School of Industrial Engineering, Iran University of Science and Technology (IUST), Narmak, 16844, Tehran, Iran customer relationship management CRM optimisation customer segmentation data mining clustering customer profiling demographics food chain stores recency frequency monetary value lifetime value. 2012-01-02T23:20:50-05:00 5 3/4 220 235 2012-01-02T23:20:50-05:00 http://www.inderscience.com/link.php?id=44689 The study is part of Trane Thailand's preparation for the Thailand quality award application. A management system is a critical component as it deals with the process relating to performance measurement, analysis, and knowledge management. Despite the ongoing of this process at Trane Thailand, the company cannot overlook the need to assess and evaluate the suitability of its current performance measurement. The use of the correlation analysis and the consideration into the time-lag effects are applied to look at the usefulness of its customer-satisfaction survey. Only four out of the 11 customer-satisfaction aspects have significantly related to the desirable outcomes when achieving the high level of satisfaction. Finally, this study helps revise and improve the contents of the company's customer satisfaction survey. This is essential for its award preparation. Learning and preparing for Thailand Quality Award: customer satisfaction analysis
Kongkiti Phusavat; Pornthep Anussornnitisarn; Sarocha Lopakulkiat; Alain Y.L. Chong
International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 236 - 249
The study is part of Trane Thailand's preparation for the Thailand quality award application. A management system is a critical component as it deals with the process relating to performance measurement, analysis, and knowledge management. Despite the ongoing of this process at Trane Thailand, the company cannot overlook the need to assess and evaluate the suitability of its current performance measurement. The use of the correlation analysis and the consideration into the time-lag effects are applied to look at the usefulness of its customer-satisfaction survey. Only four out of the 11 customer-satisfaction aspects have significantly related to the desirable outcomes when achieving the high level of satisfaction. Finally, this study helps revise and improve the contents of the company's customer satisfaction survey. This is essential for its award preparation.

]]> 10.1504/IJECRM.2011.044689 International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 236 - 249 Kongkiti Phusavat; Pornthep Anussornnitisarn; Sarocha Lopakulkiat; Alain Y.L. Chong Center for Advanced Studies of Industrial Technology; Department of Industrial Engineering, Kasetsart University, Bangkean, Bangkok 10900, Thailand. ' Center for Advanced Studies of Industrial Technology; Department of Industrial Engineering, Kasetsart University, Bangkean, Bangkok 10900, Thailand. ' Center for Advanced Studies of Industrial Technology; Department of Industrial Engineering, Kasetsart University, Bangkean, Bangkok 10900, Thailand. ' Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, 6/F, Chan Sui Wai Building, Hung Hom, Hong Kong management systems performance measurement performance analysis knowledge management Thailand quality award quality awards customer satisfaction quality management. 2012-01-02T23:20:50-05:00 5 3/4 236 249 2012-01-02T23:20:50-05:00 http://www.inderscience.com/link.php?id=44690 The new communications technologies and the convergence of the internet and the mobile phone create possibilities as never seen before in the world. Mobile phones have now become an indispensable tool for man. Attacks on mobile networks and devices have grown in number and sophistication. The need for highly secure identification and personal verification technologies is becoming apparent. Biometric authentication is gaining significance, with these systems offering several advantages over traditional authentication methods. This paper proposes the incorporation of a 'low quality image' based face recognition method to prevent the loss of mobile phones. The camera in the mobile phone captures the image of the user and verifies it with the authentication list. The recognised users are allowed to access the mobile. Any mismatch can facilitate the automatic blocking of the SIM card and the permanent locking of the mobile phone to prevent the access to confidential data. An image-based authentication for mobile phone to prevent unauthorised usage
S. Mohamed Mansoor Roomi; S.L. Virasundarii; S. Selvamegala; B. Gururevathi
International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 250 - 258
The new communications technologies and the convergence of the internet and the mobile phone create possibilities as never seen before in the world. Mobile phones have now become an indispensable tool for man. Attacks on mobile networks and devices have grown in number and sophistication. The need for highly secure identification and personal verification technologies is becoming apparent. Biometric authentication is gaining significance, with these systems offering several advantages over traditional authentication methods. This paper proposes the incorporation of a 'low quality image' based face recognition method to prevent the loss of mobile phones. The camera in the mobile phone captures the image of the user and verifies it with the authentication list. The recognised users are allowed to access the mobile. Any mismatch can facilitate the automatic blocking of the SIM card and the permanent locking of the mobile phone to prevent the access to confidential data.

]]> 10.1504/IJECRM.2011.044690 International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 250 - 258 S. Mohamed Mansoor Roomi; S.L. Virasundarii; S. Selvamegala; B. Gururevathi Thiagarajar College of Engineering, Thiruparankundram, Madurai, Tamil Nadu, 625015, India. ' Thiagarajar College of Engineering, Thiruparankundram, Madurai, Tamil Nadu, 625015, India. ' Thiagarajar College of Engineering, Thiruparankundram, Madurai, Tamil Nadu, 625015, India. ' Thiagarajar College of Engineering, Thiruparankundram, Madurai, Tamil Nadu, 625015, India biometrics image-based authentication face recognition mobile phones cell phones unauthorised usage secure identification phone security personal verification low quality images confidential data. 2012-01-02T23:20:50-05:00 5 3/4 250 258 2012-01-02T23:20:50-05:00 http://www.inderscience.com/link.php?id=44691 A growing trend in sales management is the shift toward enhancing customer relationships and productivity through the use of sales force automation (SFA) tools. Although there is a growing significance and potential of SFA, success rates for SFA implementations have been found to be quite low. Adoption of an SFA tools by the sales force has been found to be a critical factor for its successful implementation. If the sales force considers SFA as a tool to increase productivity, or efficiency then the system is more likely to be accepted. We explore various individual characteristics that moderate the relationship between technology and sales performance. In this paper, we identify the value drivers and critical success factors for successful implementation of technology enabled SFA. This paper presents the understanding of the SFA in the context of developing economies. Using extensive literature review, the value drivers for technology enabled SFA are identified. Value drivers for technology enabled sales force automation
Sandeep Puri; Jayanthi Ranjan
International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 259 - 271
A growing trend in sales management is the shift toward enhancing customer relationships and productivity through the use of sales force automation (SFA) tools. Although there is a growing significance and potential of SFA, success rates for SFA implementations have been found to be quite low. Adoption of an SFA tools by the sales force has been found to be a critical factor for its successful implementation. If the sales force considers SFA as a tool to increase productivity, or efficiency then the system is more likely to be accepted. We explore various individual characteristics that moderate the relationship between technology and sales performance. In this paper, we identify the value drivers and critical success factors for successful implementation of technology enabled SFA. This paper presents the understanding of the SFA in the context of developing economies. Using extensive literature review, the value drivers for technology enabled SFA are identified.

]]> 10.1504/IJECRM.2011.044691 International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 259 - 271 Sandeep Puri; Jayanthi Ranjan Institute of Management Technology, Raj Nagar, Ghaziabad-201001, India. ' Institute of Management Technology, Raj Nagar, Ghaziabad-201001, India sales force automation SFA implementation technology sales management customer relationship management CRM value drivers critical success factors CSFs developing economies. 2012-01-02T23:20:50-05:00 5 3/4 259 271 2012-01-02T23:20:50-05:00 http://www.inderscience.com/link.php?id=44692 This pilot study examined the antecedents of consumers' intention to purchase from apparel retail websites, including website attractiveness, consumer-website identification, and website trustworthiness. A structural equation model was used to test hypotheses that were derived from social identity theory and previous research concerning online consumer behaviour. The results of this study indicated that consumers' perceptions of the attractiveness of an apparel retail website directly and positively influence the degree to which they identify with that website. Furthermore, the degree to which consumers identify with an apparel retail website directly and positively influences consumers' perceptions of the trustworthiness of the website. Lastly, the level of trust consumers experience with apparel retail websites is directly and positively related to their intentions to purchase from the website. The impact of website attractiveness, consumer-website identification, and website trustworthiness on purchase intention
Zui Chih Lee; Jennifer Yurchisin
International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 272 - 287
This pilot study examined the antecedents of consumers' intention to purchase from apparel retail websites, including website attractiveness, consumer-website identification, and website trustworthiness. A structural equation model was used to test hypotheses that were derived from social identity theory and previous research concerning online consumer behaviour. The results of this study indicated that consumers' perceptions of the attractiveness of an apparel retail website directly and positively influence the degree to which they identify with that website. Furthermore, the degree to which consumers identify with an apparel retail website directly and positively influences consumers' perceptions of the trustworthiness of the website. Lastly, the level of trust consumers experience with apparel retail websites is directly and positively related to their intentions to purchase from the website.

]]> 10.1504/IJECRM.2011.044692 International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 272 - 287 Zui Chih Lee; Jennifer Yurchisin Department of Business Administration, Susquehanna University, 514 University Ave., Selinsgrove, PA 17870, USA. ' Department of Consumer, Apparel and Retail Studies, University of North Carolina, 210 Stone Building, P.O. Box 26170, Greensboro, NC 27402, USA website attractiveness identification trust purchase intention apparel industry garment industry clothing industry retail websites website trustworthiness consumer purchasing structural equation modelling social identity theory online behaviour consumer behaviour consumer perceptions. 2012-01-02T23:20:50-05:00 5 3/4 272 287 2012-01-02T23:20:50-05:00 http://www.inderscience.com/link.php?id=44693 This paper examines how Web 2.0 supports customer relationship management (CRM) in Amazon, a thriving online business. Drawing data from a variety of sources including news articles and scholarly publications, three findings were yielded. First, Amazon deploys a wide range of Web 2.0 tools to support its CRM efforts. Next, through Web 2.0, Amazon redefines the roles of its customers by transforming them from passive recipients of products and services into co-creators of knowledge. Finally, Amazon adds a new dimension to its CRM strategy by using Web 2.0 as a means to nurture a participatory ecosystem of third-party retailers and developers. This paper concludes with implications for research and practice. How Web 2.0 supports customer relationship management in Amazon
Alton Y.K. Chua
International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 288 - 304
This paper examines how Web 2.0 supports customer relationship management (CRM) in Amazon, a thriving online business. Drawing data from a variety of sources including news articles and scholarly publications, three findings were yielded. First, Amazon deploys a wide range of Web 2.0 tools to support its CRM efforts. Next, through Web 2.0, Amazon redefines the roles of its customers by transforming them from passive recipients of products and services into co-creators of knowledge. Finally, Amazon adds a new dimension to its CRM strategy by using Web 2.0 as a means to nurture a participatory ecosystem of third-party retailers and developers. This paper concludes with implications for research and practice.

]]> 10.1504/IJECRM.2011.044693 International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 288 - 304 Alton Y.K. Chua Wee Kim Wee School of Communication and Information, Nanyang Technological University, WKWSCI Building 05-08, 31 Nanyang Link, 637718 Singapore Web 2.0 customer relationship management CRM online business Amazon knowledge co-creation. 2012-01-02T23:20:50-05:00 5 3/4 288 304 2012-01-02T23:20:50-05:00 http://www.inderscience.com/link.php?id=44694 Retailers can achieve superior shop floor performance through deployment of RFID. Reduced stock out, reduced labour cost, reduced inventory cost, enhanced visibility, and increased customer satisfaction are some of the key benefits of RFID adoption. This paper aims to examine how retailers can adopt radio frequency identification (RFID) to achieve overall business excellence through value added-customer centric approach. The paper gives a better understanding of potential benefits of RFID deployment for retailers by presenting retail marketing mix model. This paper offers a conceptual framework for identifying business value added for a retailer upon the RFID deployment and formulates a list of propositions, which form the broad basis of an empirical research agenda. The paper provides an evaluation framework for NOPAT, ROI and EVA measurement for RFID initiatives. Future research may be directed to calculate economy value added (EVA) of such investment in RFID by retailers. Business value added through RFID deployment in retail: a synthesis, conceptual framework and research propositions
Pankaj M. Madhani
International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 305 - 322
Retailers can achieve superior shop floor performance through deployment of RFID. Reduced stock out, reduced labour cost, reduced inventory cost, enhanced visibility, and increased customer satisfaction are some of the key benefits of RFID adoption. This paper aims to examine how retailers can adopt radio frequency identification (RFID) to achieve overall business excellence through value added-customer centric approach. The paper gives a better understanding of potential benefits of RFID deployment for retailers by presenting retail marketing mix model. This paper offers a conceptual framework for identifying business value added for a retailer upon the RFID deployment and formulates a list of propositions, which form the broad basis of an empirical research agenda. The paper provides an evaluation framework for NOPAT, ROI and EVA measurement for RFID initiatives. Future research may be directed to calculate economy value added (EVA) of such investment in RFID by retailers.

]]> 10.1504/IJECRM.2011.044694 International Journal of Electronic Customer Relationship Management, Vol. 5, No. 3/4 (2011) pp. 305 - 322 Pankaj M. Madhani ICFAI Business School (IBS), IBS House, Near GNFC Tower, SG Road, Bodakdev Ahmedabad 380 054, India business value added economy value added EVA marketing mix retailing radio frequency identification RFID retail industry retailing shop floor performance. 2012-01-02T23:20:50-05:00 5 3/4 305 322 2012-01-02T23:20:50-05:00