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Language: enSubject: Customer relationship management

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    Conference Object
    Citation - Scopus: 1
    Crm System Implementation in a Multinational Enterprise
    (2009) Mishra,A.; Mishra,D.
    The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of CRM in a multinational organization. This study will facilitate in understanding transition, constraints and implementation of CRM in multinational enterprises. © Springer-Verlag 2009.
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    Article
    Citation - WoS: 67
    Citation - Scopus: 88
    Towards a Social and Context-Aware Mobile Recommendation System for Tourism
    (Elsevier, 2017) Colomo-Palacios, Ricardo; Jose Garcia-Penalvo, Francisco; Stantchev, Vladimir; Misra, Sanjay
    Loyalty in tourism is one of the main concerns for tourist organizations and researchers alike. Recently, technology in general and CRM and social networks in particular have been identified as important enablers for loyalty in tourism. This paper presents POST-VIA 360, a platform devoted to support the whole life-cycle of tourism loyalty after the first visit. The system is designed to collect data from the initial visit by means of pervasive approaches. Once data is analysed, POST-VIA 360 produces accurate after visit data and, once returned, is able to offer relevant recommendations based on positioning and bio-inspired recommender systems. To validate the system, a case study comparing recommendations from the POST-VIA 360 and a group of experts was conducted. Results show that the accuracy of system's recommendations is remarkable compared to previous efforts in the field. (C) 2016 Elsevier B.V. All rights reserved.