Business Commons^™

Essays On Customer Relationship Management, Nan Zhao

Olin Business School Electronic Theses and Dissertations

The general topic of my dissertation is customer relationship management. Specifically, I use quasi-experimental causal inference methods, randomized field experiments, and machine learning methods to study and measure consumer response to co-branded credit cards and email communications promoting subscriptions.

In Chapter 1, “The Impact of Co-branded Credit Card Adoption on Customer Loyalty”, we estimate the treatment effects of adopting a co-branded credit card on spending and loyalty behaviors using a comprehensive longitudinal dataset from a North American airline. Our data set contained detailed records of both airline credit card adopters and non-adopters, including their travel and loyalty program activities over …

Predicting And Mitigating Reactance Impact On Attitude And Behavioral Intention, Matthew Ryan

UNLV Theses, Dissertations, Professional Papers, and Capstones

At times messaging may be of an instructive nature that can be perceived as an attempt to threaten or limit an individual’s freedom. This freedom limitation can range from individual choice to physical requirements. How a message is framed, or positioned, is very important. In certain instances, even when the message has the best intentions, if framed incorrectly can have the opposite, or boomerang, effect on people. This state is known as psychological reactance. When invoked, consumers will act in a way that eliminates the threat of freedom to restore balance. Such a state can also lead to negative implications …

Strategies For Implementing A Successful Customer Relationship Management System, Samuel Adebayo

Walden Dissertations and Doctoral Studies

Customer relationship management (CRM) software implementation fails in thepackaging industry because of ineffective CRM implementation strategies. Effective strategies for CRM software implementation are essential to CRM managers for improving CRM project success rates. Grounded in Kano’s customer satisfaction theory, the purpose of this qualitative multiple case study was to explore the strategies CRM managers in the packaging industry used to operate a profitable business. Data were collected through semi-structured interviews and documents of CRM strategies. Participants were four CRM managers located in Illinois who had a minimum of 10 years of successfully managing CRM systems with high success rates. Data …

Strategies For Implementing A Successful Customer Relationship Management System, Samuel Adebayo

Walden Dissertations and Doctoral Studies

Customer relationship management (CRM) software implementation fails in thepackaging industry because of ineffective CRM implementation strategies. Effective strategies for CRM software implementation are essential to CRM managers for improving CRM project success rates. Grounded in Kano’s customer satisfaction theory, the purpose of this qualitative multiple case study was to explore the strategies CRM managers in the packaging industry used to operate a profitable business. Data were collected through semi-structured interviews and documents of CRM strategies. Participants were four CRM managers located in Illinois who had a minimum of 10 years of successfully managing CRM systems with high success rates. Data …

Project Management And The Temporary Relocation Of The Decoupling Point: Hermeneutical Phenomenological Study, Christopher Hicks

Doctoral Dissertations and Projects

This study investigates, understands, and describes the value of engaging a project manager to support a customer-driven project that creates a random supply chain demand event. Specifically such an event would require the temporary re-positioning of the decoupling point between the supply push and demand pull within the supply chain. In response to the challenges of this type of event, this study will focus on two specific project manager roles. First, the project manager would act as an extension of a customer-driven project and serve as a conduit for the voice of the customer (VOC) into the supply chain. Secondly, …

Strategies For Insurance Agency Managers To Retain Customers And Improve Revenue, Daniel Lee Jackson

Walden Dissertations and Doctoral Studies

The cost of creating new property and casualty insurance accounts is much greater than the costs associated with sustaining current accounts. Property and casualty insurance agency managers lack strategies to retain customers, the retention of whom has been found to improve revenue. The purpose of this qualitative case study was to explore strategies for insurance agency managers to retain customers and improve revenue. The population used for the study was 4 insurance agency managers in the Northeastern United States. The conceptual framework was customer relationship management, which is a technological and organizational mechanism for buffering market instability by understanding customer …

Kundenprozessorientierung Durch Service-Portale: Das Beispiel W@M Von Endress+Hauser, Marc A. Caesar, Christine Legner, Hubert Oesterle, Jean-Gyl Capt

Hubert Oesterle

No abstract provided.

Erfolgsfaktoren Im Customer Relationship Management, Rainer Alt, Thomas Puschmann, Hubert Oesterle

Hubert Oesterle

No abstract provided.

Customer Relationship Management Architecture In The Pharmaceutical Industry, Rainer Alt, Hubert Oesterle, Thomas Puschmann, Vladimir Barak, Thomas Huber

Hubert Oesterle

No abstract provided.

Lessons Learned From Coordination Theory: Towards A Model Of The Networked Enterprise, Hubert Oesterle, Elgar Fleisch

Hubert Oesterle

This paper discusses IT-enabled collaboration of business units (Business Networking) on the business processlevel. It’s goal is to develop a model which helps companies in the networked economy to design and managetheir cross-company business processes. We elaborate an approach which combines findings of network theoryand business process re-engineering using results of coordination theory. To reduce complexity, we split thenetworking problem into five coordination areas. We find that describing business networks with the aid ofcoordination areas allows a networked enterprise to consistently orient itself towards the processes of itspartners, in particular those of its customers and suppliers. The model of the …