What Lies behind the Concept of Customer Relationship Management? Discussing the Essence of CRM through a Phenomenological Approach
Keywordscustomer relationship management (CRM)
information and communication technologies (ICT)
Management. Industrial management
Industries. Land use. Labor
DOAJ:Business and Management
DOAJ:Business and Economics
Full recordShow full item record
AbstractSeveral authors and consulting firms show statistics indicating that at least 50% of all CRM projects fail. Some of them attempt to point out a list of factors in order to guarantee successful CRM implementation and application. However, few people (either academics or practitioners) attempt to discuss or consider the essence of the idea of CRM. The main goal of this exploratory research is to discuss the CRM essence through a phenomenological approach. This paper assumes that one of the main reasons for CRM failure is the lack of understanding about the true meaning and implication of practices for managing the relationship with customers. Therefore, we need to question the essence of CRM itself and discuss the very concept of relationship. We claim that the idea of CRM involves very serious issues about institutions, roles, power and ethical values that have to be considered. In this article, we attempt to analyze the essence of relationship, trying to go beyond the common meaning of CRM. As the main results of this paper, we offer a critical reflection related to the different faces and aspects of the CRM phenomenon, not only as a matter of IT applications, but also as a strategy and even as an organizational philosophy.
Showing items related by title, author, creator and subject.
Grow in Concert with Nature : Sustaining East Asia's Water Resources through Green Water DefenseTurner, Graeme; Li, Xiaokai; Jiang, Liping (Washington, DC: World Bank, 2012-07-02)As countries develop, the demand for water increases while water supply becomes less certain and is often not enough to meet demand. In general, pressures from both environment and human activities can increase the likelihood of water scarcity. Such pressures include increased socio-economic development and population growth, change in people's diets, competition for available water among different user sectors and growing climate variability. Climate change is likely to exacerbate the existing demand and supply stresses, particularly when more frequent and extreme droughts and floods, as well as rising sea level are becoming more evident. In temperate, sub-temperate regions, less rainfall and longer dry seasons are expected. In tropical areas, rainfall is predicted to be similar or greater in terms of annual average volumes, more intense and severe storms and seasonal droughts (IPCC, 2007). These pressures will test the effectiveness of water resource management systems in providing a consistent and secure water supply for all users, with minimum externalities. This study will assess advances in management practices, institutional and technological innovations for managing water scarcity sustainably under a changing climate. This study of 'sustaining East Asia's water resources through Green Water Defense (GWD) is a sub-study of the 'towards GWD in East Asia' study and is complemented by another sub-study 'green water defense for flood risk management in East Asia' that focuses on flood management in delta regions.
VIDEO: Opening Remarks and Session 1: The Challenge of Water Scarcity in Basins Around the World: An IntroductionBrandes, Oliver M.; Cosens, Barbara; MacDonnell, Larry; McCoy, Amy; Oglesby, Adrian; McLeod, Tony; Estrela, Teodoro; Empinotti, Vanessa; Muller, Mike; Chokkakula, Srinivas (Colorado Law Scholarly Commons, 2016-06-09)VIDEO: 8:00 a.m. - 8:10 a.m. Welcoming Remarks Speakers: Charles Wilkinson, Moses Lasky Professor of Law, University of Colorado School of Law Doug Kenney, Getches-Wilkinson Center SESSION ONE: The Challenge of Water Scarcity in Basins Around the World: An Introduction Moderator: Doug Kenney, Getches-Wilkinson Center Cases from North America 8:10 a.m. - 8:30 a.m. British Columbia (Canada): Oliver M. Brandes, University of Victoria 8:30 a.m. - 8:50 a.m. Columbia River Basin (Canada and US): Barbara Cosens, University of Idaho 8:50 a.m. - 9:10 a.m. Colorado River Basin (US and Mexico): Larry MacDonnell, University of Colorado 9:10 a.m. - 9:30 a.m. Arizona (US): Amy McCoy, University of Arizona 9:30 a.m. - 9:50 a.m. Rio Grande (US and Mexico): Adrian Oglesby, University of New Mexico Some Other Cases From Around the World 10:20 a.m. - 10:40 a.m. Murray-Darling River Basin (Australia): Tony McLeod, MDBA, Murray-Darling Basin Authority 10:40 a.m. - 11:00 a.m. Spain: Teodoro Estrela, Júcar River Basin Authority 11:00 a.m. - 11:20 a.m. São Francisco River Basin (Brazil): Vanessa Empinotti, Federal University of ABC 11:20 a.m. - 11:40 a.m. South Africa: Mike Muller, University of Witwatersrand 11:40 a.m. - 12:00 p.m. India: Srinivas Chokkakula, Centre for Policy Research
VIDEO: Session 4: Modern Challenges and Modern Solutions, and Session 5: The Future of our Public LandsTheobald, Dave; Culver, Nada; Birdsong, Brett; Leshy, John D.; Lance, Linda; Dombeck, Mike (Colorado Law Scholarly Commons, 2016-10-21)VIDEO: 2:50 p.m. - 4:10 p.m. SESSION 4: Modern Challenges and Modern Solutions Moderator and Commentator: Mark Squillace, University of Colorado School of Law Panelists: Dave Theobald, Conservation Science Partners Nada Culver, The Wilderness Society Bret Birdsong, University of Nevada, Las Vegas, School of Law 4:10 p.m. - 5:10 p.m. SESSION 5: The Future of our Public Lands Panelists: John D. Leshy, University of California, Hastings College of the Law Linda Lance, Bureau of Land Management (Invited) Mike Dombeck, University of Wisconsin, Stevens Point