A Study on the Influencing Relationship of Key Factors in CRM [chapter]

Wenxing Wang, Shuying Sun, Xianglu Li
IFIP International Federation for Information Processing  
In today's highly competitive business world, customer relationship management (CRM) is emerging as a core marketing activity. Based investigation of the factors that influence the customers' willingness to engage in a relationship CWER and the customer relationship share (CRS), a conceptual model is derived by using theories taken from multi-disciplinary literature, including marketing, management, information systems, and ecommerce. It is mainly tested to determine (1) the effect of CWER and
more » ... effect of CWER and the customer satisfaction (CS) on CRS; (2) the effect of customers' attitude toward the firm on CWER; and (3) how customers' knowledge and belief about CRM program affect customers' attitude. Finally, this study also provides a framework for several avenues for scholarly research and lays a foundation for future research aimed at enhancing extant knowledge about factors influencing CWER and RS. Abstract. This paper systematically provides an enterprise application integration (EAI) approach for the complex product design industry in which the application integration has long been difficult. In addition, the complex product's data sources are distributed in different enterprise application systems which resulted in the design ontology's heterogeneousness. Similarly, the differences in enterprise application systems bring about the heterogeneousness of the application ontology. Based on an actual project, this paper studies the nonobjective characteristic of the heterogeneous design ontology and heterogeneous application ontology in the complex product design industry, and establishes the common semantic description models for the two types of ontology respectively. In the actual project, an information system is developed and has been successfully applied to an enterprise.
doi:10.1007/978-0-387-76312-5_20 dblp:conf/ifip8/WangSL07 fatcat:6fhwp4cpl5airk62ee2axsv3yu