Intelligent CRM on the cloud
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 a...
| Main Authors: | , , |
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| Other Authors: | |
| Format: | Conference Paper |
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IEEE Computer Society
2010
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/30840 |
| _version_ | 1848753205667692544 |
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| author | Faed, Alireza Wu, Chen Chang, Elizabeth |
| author2 | Tomoya Enokido |
| author_facet | Tomoya Enokido Faed, Alireza Wu, Chen Chang, Elizabeth |
| author_sort | Faed, Alireza |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T08:20:49Z |
| format | Conference Paper |
| id | curtin-20.500.11937-30840 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:20:49Z |
| publishDate | 2010 |
| publisher | IEEE Computer Society |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-308402023-01-18T08:46:42Z Intelligent CRM on the cloud Faed, Alireza Wu, Chen Chang, Elizabeth Tomoya Enokido Fatos Xhafa Leonard Barolli Makoto Takizawa Minoru Uehara Arjan Durresi E-Loyalty perceived value Complaint Interactivity Customer relationship management 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. 2010 Conference Paper http://hdl.handle.net/20.500.11937/30840 10.1109/NBiS.2010.12 IEEE Computer Society fulltext |
| spellingShingle | E-Loyalty perceived value Complaint Interactivity Customer relationship management Faed, Alireza Wu, Chen Chang, Elizabeth Intelligent CRM on the cloud |
| title | Intelligent CRM on the cloud |
| title_full | Intelligent CRM on the cloud |
| title_fullStr | Intelligent CRM on the cloud |
| title_full_unstemmed | Intelligent CRM on the cloud |
| title_short | Intelligent CRM on the cloud |
| title_sort | intelligent crm on the cloud |
| topic | E-Loyalty perceived value Complaint Interactivity Customer relationship management |
| url | http://hdl.handle.net/20.500.11937/30840 |