Privacy and Security in the Age of Electronic Customer Relationship Management

2011 ◽  
pp. 1279-1301
Author(s):  
Nicholas C. Romano Jr. ◽  
Jerry Fjermestad
Keyword(s):  
Customer Relationship Management ◽  
Personal Information ◽  
Relationship Management ◽  
Unintended Consequences ◽  
Customer Relationship ◽  
Security And Privacy ◽  
Exchange Relationship ◽  
Privacy And Security ◽  
Goods And Services ◽  
A Value

This article presents a value exchange model of privacy and security for electronic customer relationship management within an electronic commerce environment. Enterprises and customers must carefully manage these new virtual relationships in order to ensure that they both derive value from them and minimize unintended consequences that result from the concomitant exchange of personal information that occurs in e-commerce. Based upon a customer’s requirements of privacy and an enterprise requirement to establish markets and sell goods and services, there is a value exchange relationship. The model is an integration of the customer sphere of privacy, sphere of security, and privacy/security sphere of implementation.

Privacy and Security in the Age of Electronic Customer Relationship Management

2009 ◽  
pp. 310-332
Author(s):  
Nicholas C. Romano Jr. ◽  
Jerry Fjermestad
Keyword(s):  
Customer Relationship Management ◽  
Personal Information ◽  
Relationship Management ◽  
Unintended Consequences ◽  
Customer Relationship ◽  
Security And Privacy ◽  
Exchange Relationship ◽  
Privacy And Security ◽  
Goods And Services ◽  
A Value

This article presents a value exchange model of privacy and security for electronic customer relationship management within an electronic commerce environment. Enterprises and customers must carefully manage these new virtual relationships in order to ensure that they both derive value from them and minimize unintended consequences that result from the concomitant exchange of personal information that occurs in e-commerce. Based upon a customer’s requirements of privacy and an enterprise requirement to establish markets and sell goods and services, there is a value exchange relationship. The model is an integration of the customer sphere of privacy, sphere of security, and privacy/security sphere of implementation.

Privacy and Security in the Age of Electronic Customer Relationship Management

2011 ◽  
pp. 1302-1312
Author(s):  
Nicholas C. Romano Jr. ◽  
Jerry Fjermestad
Keyword(s):  
Customer Relationship Management ◽  
Personal Information ◽  
Relationship Management ◽  
Unintended Consequences ◽  
Customer Relationship ◽  
Security And Privacy ◽  
Exchange Relationship ◽  
Privacy And Security ◽  
Goods And Services ◽  
A Value

This article presents a value exchange model of privacy and security for electronic customer relationship management within an electronic commerce environment. Enterprises and customers must carefully manage these new virtual relationships in order to ensure that they both derive value from them and minimize unintended consequences that result from the concomitant exchange of personal information that occurs in e-commerce. Based upon a customer’s requirements of privacy and an enterprise requirement to establish markets and sell goods and services, there is a value exchange relationship. The model is an integration of the customer sphere of privacy, sphere of security, and privacy/security sphere of implementation.

Privacy and Security in the Age of Electronic Customer Relationship Management

2008 ◽  
pp. 3045-3066
Author(s):  
Nicholas C. Romano Jr. ◽  
Jerry Fjermestad
Keyword(s):  
Customer Relationship Management ◽  
Personal Information ◽  
Relationship Management ◽  
Unintended Consequences ◽  
Customer Relationship ◽  
Security And Privacy ◽  
Exchange Relationship ◽  
Privacy And Security ◽  
Goods And Services ◽  
A Value

This article presents a value exchange model of privacy and security for electronic customer relationship management within an electronic commerce environment. Enterprises and customers must carefully manage these new virtual relationships in order to ensure that they both derive value from them and minimize unintended consequences that result from the concomitant exchange of personal information that occurs in e-commerce. Based upon a customer’s requirements of privacy and an enterprise requirement to establish markets and sell goods and services, there is a value exchange relationship. The model is an integration of the customer sphere of privacy, sphere of security, and privacy/security sphere of implementation.

Privacy and Security in the Age of Electronic Customer Relationship Management

2011 ◽  
pp. 2365-2386
Author(s):  
Nicholas C. Romano Jr. ◽  
Jerry Fjermestad
Keyword(s):  
Customer Relationship Management ◽  
Personal Information ◽  
Relationship Management ◽  
Unintended Consequences ◽  
Customer Relationship ◽  
Security And Privacy ◽  
Exchange Relationship ◽  
Privacy And Security ◽  
Goods And Services ◽  
A Value

This article presents a value exchange model of privacy and security for electronic customer relationship management within an electronic commerce environment. Enterprises and customers must carefully manage these new virtual relationships in order to ensure that they both derive value from them and minimize unintended consequences that result from the concomitant exchange of personal information that occurs in e-commerce. Based upon a customer’s requirements of privacy and an enterprise requirement to establish markets and sell goods and services, there is a value exchange relationship. The model is an integration of the customer sphere of privacy, sphere of security, and privacy/security sphere of implementation.

Information Privacy and Security for e-CRM

2010 ◽  
pp. 48-70
Author(s):  
Jerry Fjermestad ◽  
Nicholas C. Romano
Keyword(s):  
Electronic Commerce ◽  
Personal Information ◽  
Relationship Management ◽  
Unintended Consequences ◽  
Customer Relationship ◽  
Security And Privacy ◽  
Exchange Relationship ◽  
Privacy And Security ◽  
Goods And Services ◽  
A Value

This chapter presents a value exchange model of privacy and security for electronic customer relationship management within an electronic commerce environment. Enterprises and customers must carefully manage these new virtual relationships in order to ensure that they both derive value from them and minimize unintended consequences that result from the concomitant exchange of personal information that occurs in e-commerce. Based upon a customer’s requirements of privacy and an enterprise requirement to establish markets and sell goods and services, there is a value exchange relationship. The model is an integration of the customer sphere of privacy, sphere of security and privacy/security sphere of implementation.

Managing the Customer Relationship

2011 ◽  
pp. 1-13
Author(s):  
Keith F. Ward ◽  
Erik Rolland ◽  
Raymond A. Patterson
Keyword(s):  
Customer Relationship Management ◽  
Value Creation ◽  
Firm Value ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Creation Process ◽  
Goods And Services ◽  
A Value ◽  
Value Creation Process

Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value creation relationship, such that an increase in customer value, leads to an increase in firm value (Mithas et al., 2005). The value for the customers comes from the provision of goods and services that match their needs. However, the research to date on using e-CRM systems to both foster and monitor this value creation process is somewhat mixed. This chapter proposes to cross-functionally integrate organizational assets with customers’ interests via technology. The resulting framework can assist managers in improving services, through the use of e-CRM, to understand what is important to the customer.

scholarly journals Implementing a Data Mining Solution Approach to Identify the Valuable Customers for Facilitating Electronic Banking

2020 ◽  
Vol 14 (15) ◽  
pp. 157
Author(s):  
Mohammad Vahid Sebt ◽  
Elahe Komijani ◽  
Shiva S. Ghasemi
Keyword(s):  
Neural Network ◽  
Data Mining ◽  
Decision Tree ◽  
Customer Relationship Management ◽  
Personal Information ◽  
Banking System ◽  
Relationship Management ◽  
Customer Relationship ◽  
Solution Approach ◽  
C4.5 Decision Tree

<p class="0abstract">Nowadays, the banking system is known as one of the inherent sectors of customer relationship management systems. Its main advantage is to redesign a more responsive organization to satisfy the customers. The banking system aims to improve the structure of organizations to provide a better customer service through a set of automated and integrated processes. The final goal is to collect and reprocess the personal information of customers. To handle this dilemma, a number of new techniques in data mining provide a powerful tool to explore customers’ information regarding a set of data and tools for customer relationship management. Accordingly, the customers’ classification and coordination of banking system are the main challenging issues of today's world. These reasons motivate the attempts of this study to apply a composition of neural network by considering the C4.5 decision tree and the k-closest neighbor method as a variant of core boosting methodology with maximal strategy. To validate the proposed solution approach, a case study of Ansar Bank in Iran is utilized. From the results, it is observed that the proposed method provides a competitive output with the rate of 95% for the customers’ classification. It also outperforms other existing methods with the rate of C4.5 decision tree, neural network, Naive Bayes and KNN with the rate of 1.04%. The main finding of this research is to propose an algorithm with the error rate of 1.9% and error squared of 0.72% as the best performance among other methods from the literature.<strong></strong></p>

A Strategic Framework for Customer Relationship Management

2005 ◽  
Vol 69 (4) ◽  
pp. 167-176 ◽  
Author(s):  
Adrian Payne ◽  
Pennie Frow
Keyword(s):  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Assessment Process ◽  
Strategy Development ◽  
A Value ◽  
And Function ◽  
Role And Function

In this article, the authors develop a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value. The authors explore definitional aspects of CRM, and they identify three alternative perspectives of CRM. The authors emphasize the need for a cross-functional, process-oriented approach that positions CRM at a strategic level. They identify five key cross-functional CRM processes: a strategy development process, a value creation process, a multichannel integration process, an information management process, and a performance assessment process. They develop a new conceptual framework based on these processes and explore the role and function of each element in the framework. The synthesis of the diverse concepts within the literature on CRM and relationship marketing into a single, process-based framework should provide deeper insight into achieving success with CRM strategy and implementation.

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