Related Literatures

Knox, Simon, Maklan, S., Payne, A., et al. (2003). Customer Relationship Management. Burlington, Massachusetts: Elsevier Science. pp.113-115 Employee relationship management provides employees with a subset of CRM applications available through a web browser. Many of the ERM applications assist the employee in dealing with customers by providing detailed information on company products, services and customer orders.

Baran, Roger, Galka, R., & Strunk, D. (2008). Principles of customer relationship management. USA: Thomson Higher Education. pp.4-14 When viewed as a system, most agree that a comprehensive CRM system should contain a data warehouse component. The data warehouse is the central element in the CRM system and requires that relevant customer data be entered, stored and available for analysis and dissemination to people in the organization.

Baltzan, Paige & Phillips, A. (2009). Business Driven Information System. New York: McGraw-Hill. pp.316-330 Customer Relationship Management; this involves managing all aspects of a customers relationship with an organization, allows gaining insights into customer behaviors and increase customer loyalty and retention and an organizations profitability.

Ul Haq, Inam, Ramay, I., Muhammad, A., et al. (2010). Big Five Personality and Perceived Customer Relationship Management. Pakistan: http://www.eurojournals.com/rjis_15_04.pdf. pp.13-14 The study intended to find the relationship between Big Five personality dimensions i.e. (Conscientiousness, Neuroticism ,Extraversion, Agreeableness,

Openness to experience) and Customer Relationship Management(CRM) that how a customers personality traits influence perception of customer relationship management.

Foreign Studies

Ali, Mohammad, Hashmi, B., Aghai, A., et al. (2011). CRM practices in local & multinational banks; An exploratory study in Karachi. Pakistan: http://www.shipcircle.com/Assets/research.pdf. pp.3-4 The three phases of CRM explained in one of the studies of (Usmani.W, 2010) according to which CRM maintain the relationship between a business and its customers are to acquire, enhance and finally, retain. Once this special and emotional relation is built, it is very easy for any organization to identify the actual needs of customer and help them to provide them in an enhanced way.

Vahid, Pezeshki (2009). Three Dimensional Modelling of Customer Satisfaction, Retention and Loyalty for Measuring Quality of Service. England: http://bura.brunel.ac.uk/bitstream/2438/4350/1/Fulltext(Thesis).pdf. pp. 13-45 Without customers, organizations would simply not exist.

Fadi Amroush and A.Baderddeen Alkhoder and Talal Yusef (2008) Moving to E-CRM in Arab world to increase profit, AqsaCRM a case study ofBuilding an Arabic E-CRM http://mpra.ub.uni-muenchen.de/25752/1/MPRA_paper_25752.pdf.pp.3-4 This paper aimed to discuss the difference between traditional marketing 4Ps and the new generation of marketing 4Cs, and then to explain what does CRM mean, its definition, features,

and how to implement E-CRM success fully, how CRM increase profit to companies using it.

Mrginean Nicolae (2004) A Collaborative Perspective of CRM http://steconomice.uoradea.ro/anale/volume/2009/v4-management-and-marketing/205.pdf In accordance with [Fotache, 2004], Customer Relationship Management (CRM) is an integrated sales, marketing and service strategy who can help organizations to manage better customers relationships. On the same idea, [Pulevska, 2008] says that CRM integrates sales, marketing and service strategies in order to optimize the customer benefits and relationships at long sight.

Luigi Caricato (2006) CRM and Corporate Communicationhttp://webdepot.gsi.unimib.it/symphonya/RePec/pdf/symjournl93.pdf Customer Relationship Management (CRM) has triggered a number of chain reactions that are changing the business communication and the core competencies of managers of businesses, agencies and consultancy companies to direct their processes. From the viewpoint of classic marketing which developed on the basis of American experience in the field of fast moving consumer goods it is no surprise that Direct Marketing was considered a sort of minor discipline, tactical and not strategic, CRM is not a technology, but a new market-oriented strategy at the service of marketing, sales and communication.

Halina Starzyczna and Pavina Pellesova (2007) The Awareness Level of CRM in Czech Production Organizations and Services: http://mpra.ub.uni-muenchen.de/12291/1/MPRA_paper_12291.pdf The primary research was realized within first period of the project. The research was concentrated on main problems of CRM in the practice of Czech companies. We addressed the production and services offering organizations together with colleagues from VSB-TU Ostrava. It was contacted in total 666 production companies and 400 firms from services branch. The rate of questionnaire return was 16,14% from the production enterprises, it means 102 completed questionnaires. The rate of questionnaire return from services was 17,00%, which meant 68 questionnaires. Some of the informants did not complete the questionnaire, but they sent us the reaction by the letter,another informant did not answer all questions in the questionnaire.

Branimir Dukic, Ph.D , Jelena Stanisic (2000) CRM as a key to Business Success of ECommerce http://www.efos.unios.hr/repec/osi/journl/PDF/InterdisciplinaryManagementResearchIX/IMR9a1 1 The potential of CRM use by business entities in the Republic of Croatia is insufficiently used, especially due to poor knowledge and lack of understanding of customer relationship, and CRM concept by the key people who make decisions about business of business entities.

Abdul Alem Mohammed, Basri bin Rashid (2002) Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance http://www.econjournals.com/index.php/irmm/article/view/297/pdf Customer relationship management (CRM) has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship.

Fakhraddin Maroofi, Adel Darabi, Jila Torabi (2005) Effects of e-CRM on CustomerBank Relationship Quality and Results http://www.hrmars.com/admin/pics/1141.pdf This research examines the results of electronic customer relationship management (e-CRM) system carrying out in the Iran banking industry from customer outlooks. Because most e-CRM carrying outs cannot be directly seen or identified by customers, report survey and interviews with experts in the Iran banking industry were used to develop a new construct called customerbased service ascribe to quantify e-CRM results from customers' outlooks. A full-scale field survey of 684 customers of Iran commercial banks was then directed.

Prof. Dr. Mirjana Radovi Markovi (2009) Communication and Procedural Models of the Ecommerce Systems http://mpra.ub.uni-muenchen.de/19248/2/MPRA_paper_19248.pdf E-commerce systems became a standard interface between sellers (or suppliers) and customers. One of basic condition of an e-commerce system to be efficient is correct definitions and describes of the all internal and external processes. All is targeted the customers needs and requirements.

Petr Suchanek and Robert Bucki (2011) Method of supply chain optimization in E-commerce http://mpra.ub.uni-muenchen.de/32366/1/MPRA_paper_32366.pdf In the e-commerce systems there is the need to present an integrated model for the location of a warehouse, the allocation of retailers to warehouses and find the number of means of transport to deliver the demand and the required means of transport routing in order to minimize total transportation costs, fixed and operating costs and routing costs. Such models assume that the number of plants has already been determined and gives us the information what the number of warehouses to open is as well as how warehouses are allocated to plants.

Ali, Mohammad, Hashmi, B., Aghai, A., et al. (2011). CRM practices in local & multinational banks; An exploratory study in Karachi. Pakistan: http://www.shipcircle.com/Assets/research.pdf. pp.3-4 The three phases of CRM explained in one of the studies of (Usmani.W, 2010) according to which CRM maintain the relationship between a business and its customers are to acquire, enhance and finally, retain. Once this special and emotional relation is built, it is very easy for any organization to identify the actual needs of customer and help them to provide them in an enhanced way.

Ul Haq, Inam, Ramay, I., Muhammad, A., et al. (2010). Big Five Personality and Perceived Customer Relationship Management. Pakistan: http://www.eurojournals.com/rjis_15_04.pdf. pp.13-14 The study intended to find the relationship between Big Five personality dimensions i.e. (Conscientiousness, Neuroticism ,Extraversion, Agreeableness, Openness to experience) and Customer Relationship Management(CRM) that how a customers personality traits influence perception of customer relationship management.

Rashem Dhillon, Sukhpreet Kaur(2001) Review Paper on e-Business & CRM http://www.researchmanuscripts.com/isociety2012/64.pdf In this paper we address the concept of business architecture. We explain the concept and, based on a case study, discuss its relevance, operation, relationship with strategy and business models, and value for an organization. Business architectures contribute to clarify the complexity within an organization and form a useful starting point from which to develop functional, information, process and application architectures.

Nicholas C. Romano, JR, Jerry Fjermestad (2003) Electronic Commerce Customer RelationshipManagement: A Research Agenda http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.167.2705&rep=rep1&type=pdf In this paper, we approach electronic commerce Customer Relationship Management (eCRM)from the perspective of ve research areas. Our purpose is to dene a conceptual framework to examine therelationships among and between these ve research areas within eCRM and to propose how they might be integrated to further research this area.

Md. Rashid Farooqi, Dr Devendra Kumar Dhusia (2003) Emerging Impact of E-Commerce on CRM http://www.ijcnwc.org/papers/vol2no12012/7vol2no1.pdf E-commerce only forms a fragment of e-business. Earlier companies had web sites displaying the company products etc. then they started to use the e-commerce as one of the distribution channel in addition to the existing system for sales that is e-commerce.

Local Studies
Madrinico, Judith Claire & Pensaber, I. E. (2008). Cancorp, Inc. Integrated Warehousing System. Manila, Philippines: UST Publishing House. pp.12-13 The complexities of modern corporations with their ever-increasing need for records and reports have imposed a heavy burden of paper work on warehousing. Improvements in gathering data are being made so fast that determining industry's willingness to accept obsolescence has become a real problem.

Hona, Alvin, Dioquino, G., Reyes, D., et al. (2008). Modish Web Catalog and Inventory System. Manila, Philippines: UST Publishing House. pp.8-10 E-commerce introduced the concept of electronic industry that would cater to electronic trading of services and products, money or fund transfers, virtual marketing and electronic billing. Ecommerce does not change the basic principles or core practices of businesses, but it is to establish a new and more effective way of acquiring profit.

Arevalo, Audrey Rose, Te, C.M. & Tuazon, M. (2006). Innove Communications; Customer service and relationship management system. Manila, Philippines: UST Publishing House. pp.322 Innovation benefits both the economy and society by transforming and improving the way how they do business with organizations and companies.

2.2 Review of Related Systems and Technologies

Jan de Leeuw (1997) Server-side Statistics Scripting in PHP For server-side computing, we can configure the server and its resources ourselves, and we need not worry about browser capabilities and configuration. Nothing needs to be downloaded, except the usual HTML pages and graphics. In the same way as on the client side, there is a scripting solution, where code is interpreted, or a object-code solution using compiled code.

Dragos-Paul Pop, Adam Altar (2000) A Model for the Automation of HTML form Creation and Validation Forms are an essential part of web applications, but handling large forms proves to be very time consuming. This article proposes a model for automating HTML form creation and validation and shows how it could be used to greatly speed up web application development.