Successful Customer Relationship Management Programs and Technologies: Issues and Trends

Successful Customer Relationship Management Programs and Technologies: Issues and Trends

Riyad Eid (United Arab Emirates University, UAE)
Release Date: March, 2012|Copyright: © 2012 |Pages: 358
DOI: 10.4018/978-1-4666-0288-5
ISBN13: 9781466602885|ISBN10: 1466602880|EISBN13: 9781466602892
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Description & Coverage
Description:

The field of Customer Relationship Management (CRM) has broadened greatly in recent years as technological applications have expanded.

Successful Customer Relationship Management Programs and Technologies: Issues and Trends offers the latest research and developments for researchers, practitioners, and academics alike. This volume contains case studies, methodologies, frameworks, and architectures, and generally the cutting edge in research within the field of customer relationship management. In order to stay abreast of the latest updates in the field, a volume like this serves as a reference book and handbook for semantics and follow-through for managers and decision-makers.

Coverage:

The many academic areas covered in this publication include, but are not limited to:

  • Analytics
  • Business Intelligence
  • Business relationship management
  • Customer Service
  • Data Mining
  • Database marketing
  • Marketing
  • Sales intelligence
  • Social Media
  • Supplier relationship management
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Editor/Author Biographies
Riyad Eid is an Associate Professor of Marketing at the United Arab Emirates University. Dr. Eid received a BSc (Hons) in Business administration from Tanta University (Egypt), an MSc in Business Administration from Tanta University (Egypt), PGDip (2002) and a PhD in Marketing from Bradford University (UK). Prior to the UAEU appointment, he was an Assistant Professor at the Marketing Department, Bradford University, UK, and an Associate Professor at the Marketing Department; Wolverhampton University, UK. Dr. Eid’s main area of marketing expertise and interest is in the domain of International Internet Marketing. Dr. Eid has published in several internationally recognized journals such as Journal of International Marketing, The Service Industries Journal, Journal of Euro-Marketing, Journal of marketing Intelligence and Planning, Journal of Industrial Management & Data Systems, Benchmarking International Journal, The International Journal of E-Business Research and [Journal of] Internet Research. He has also attended numerous numbers of International Refereed Conferences worldwide. Dr. Eid acted as consultant to a number of organizations in Egypt, UAE, and UK. He is a subject Matter Expert (Marketing) for the E-TQM collage in Dubai (UAE) and Umm AL-Qura University in Saudi Arabia. Dr. Eid was presented with Emerald Best Paper Award for one of his publications. He is also the Editor-in-Chief of the International Journal of Customer Relationship Marketing and Management and a member of the Editorial Review Board for a number of international journals.
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Editorial Advisory Board
Associate Editors 
  • Ahmed El-Masry, Plymouth University, UK
  • Ahmed Hassanien, Napier University, UK
  • Salaheldin Ismail, Helwan University, Egypt
  • Roger Mason, Durban University of Technology, South Africa
  • Myfanwy Trueman, Bradford University, UK

List of Reviewers 
  • Omnia Abdel-Salam, Aston University, UK
  • Abdel Moneim Ahmed, Abu Dhabi University, UAE
  • Shaukat Ali, Wolverhampton University, UK
  • Mohammed Ebraheem Al-Madhoun, Islamic University of Gaza, Palestine
  • Faisal Almehmadi, Umm Al-Qura University, Saudi Arabia
  • Mohammed Alomiri, Umm Al-Qura University, Saudi Arabia
  • Paschal Anosike, University of Wolverhampton, UK
  • George J. Avlonitis, Athens University of Economics and Business, Greece
  • Jamie Burton, Manchester Business School - The University of Manchester, UK
  • Ricardo Colomo-Palacios, Universidad Carlos III de Madrid, Spain
  • A. El-Galfy, Gulf University, Kuwait
  • Hisham Farag, University of Birmingham, UK
  • Pennie Frow, The University of Sydney, Australia
  • Christina Goulding, Wolverhampton University, UK
  • Jim Hamill, University of Strathclyde, UK
  • Svend Hollensen, University of Southern Denmark, Denmark
  • Khaled Hussainey, University of Stirling,UK
  • Despina Karayanni, University of Patras, Greece
  • A. Khade, California State University - Stanislaus, USA
  • In Lee, Western Illinois University, USA
  • Neeru Malhotra, Aston University, UK
  • Nur Naha Abu Mansor, Wolverhampton University, UK
  • Luiz Moutinho, University of Glasgow, UK
  • M. Mustafa, Auburn University, USA
  • B. Patel, Myers University, USA
  • Adrian Payne, The University of New South Wales, Australia
  • Mohammed Saleh, Tanta University, Egypt
  • Richard Staelin, Duke University, USA
  • Chanan S. Syan, University of the West Indies, Trinidad
  • Rana Tassabehji, Bradford University, UK
  • Paul Trott, University of Portsmouth, UK