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Full-Text Articles in Business
A Quantitative Model For Crm Performance Evaluations, Sanjeev K. Bordoloi, Prabhu Aggarwal, Tom Tobin
A Quantitative Model For Crm Performance Evaluations, Sanjeev K. Bordoloi, Prabhu Aggarwal, Tom Tobin
Journal of International Technology and Information Management
This paper identifies important performance measurements for the operation of CRM units in the call center industry, and then uses Data Envelopment Analysis (DEA) to compare the performances of a selected set of call centers. The results provide several managerial insights that will assist CRM managers in effective decision making, especially in the areas of increasing efficiencies and improving customer service. Overall, this paper contributes towards managing resources and processes that would aid in the acquisition and support of information technology within a firm.
Improving Credit Card Operations With Data Mining Techniques, Malini Krishnamurthi
Improving Credit Card Operations With Data Mining Techniques, Malini Krishnamurthi
Journal of International Technology and Information Management
Consumer credit is ubiquitous and lending poses credit risk – the risk of economic loss due to the failure of a borrower to repay according to the terms of his or her contract with the lender. And so, managing credit risk entails estimating the potential ability of borrowers to repay their debts. Researchers have sought to identify factors that contribute to consumer risk, by using quantitative models. However, the presence of data mining techniques to identify credit risk cannot be ignored. There is a paucity of research to demonstrate the use of data mining techniques in this context, and such …
The Role Of Quantitative Analysis In The Information Security Systems Development Lifecycle, Stephen R. Rosenkranz, Michael E. Busing, Faye P. Teer, Karen A. Forcht
The Role Of Quantitative Analysis In The Information Security Systems Development Lifecycle, Stephen R. Rosenkranz, Michael E. Busing, Faye P. Teer, Karen A. Forcht
Journal of International Technology and Information Management
Today’s numerous Quantitative Analysis (QA) tools have been successfully utilized to solve business problems in diverse applications. However, the application of QA tools in solving information security problems has been sparse. Devising the means and ways to use QA tools in resolving industry-wide security problems has the potential to yield enormous global economic benefit. The purpose of this paper is to explore the use of QA tools as a means of improving the processes involved in the Information Security Systems Development Lifecycle (SecSDL). Information security professionals use the SecSDL as a guide for formulating a comprehensive information security program. The …