{"id":"https://openalex.org/W2090828691","doi":"https://doi.org/10.4018/ijcac.2014040105","title":"Integration between Cloud Computing Benefits and Customer Relationship Management (CRM) Processes to Improve Organization's Performance","display_name":"Integration between Cloud Computing Benefits and Customer Relationship Management (CRM) Processes to Improve Organization's Performance","publication_year":2014,"publication_date":"2014-04-01","ids":{"openalex":"https://openalex.org/W2090828691","doi":"https://doi.org/10.4018/ijcac.2014040105","mag":"2090828691"},"language":"en","primary_location":{"id":"doi:10.4018/ijcac.2014040105","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijcac.2014040105","pdf_url":null,"source":{"id":"https://openalex.org/S4210173373","display_name":"International Journal of Cloud Applications and Computing","issn_l":"2156-1826","issn":["2156-1826","2156-1834"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Cloud Applications and Computing","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5018826975","display_name":"Sana\u2019a Nawaf Al-Nsour","orcid":null},"institutions":[{"id":"https://openalex.org/I3132651366","display_name":"World Islamic Sciences and Education University","ror":"https://ror.org/051mkwn17","country_code":"JO","type":"education","lineage":["https://openalex.org/I3132651366"]}],"countries":["JO"],"is_corresponding":true,"raw_author_name":"Sana'a Al-nsour","raw_affiliation_strings":["The World Islamic Sciences and Education University, Amman, Jordan","The World Islamic Sciences and Education University, Amman, Jordan#TAB#"],"affiliations":[{"raw_affiliation_string":"The World Islamic Sciences and Education University, Amman, Jordan","institution_ids":["https://openalex.org/I3132651366"]},{"raw_affiliation_string":"The World Islamic Sciences and Education University, Amman, Jordan#TAB#","institution_ids":["https://openalex.org/I3132651366"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5058509827","display_name":"Haroun Alryalat","orcid":null},"institutions":[{"id":"https://openalex.org/I3132651366","display_name":"World Islamic Sciences and Education University","ror":"https://ror.org/051mkwn17","country_code":"JO","type":"education","lineage":["https://openalex.org/I3132651366"]}],"countries":["JO"],"is_corresponding":false,"raw_author_name":"Haroun Alryalat","raw_affiliation_strings":["The World Islamic Sciences and Education University, Amman, Jordan","The World Islamic Sciences and Education University, Amman, Jordan#TAB#"],"affiliations":[{"raw_affiliation_string":"The World Islamic Sciences and Education University, Amman, Jordan","institution_ids":["https://openalex.org/I3132651366"]},{"raw_affiliation_string":"The World Islamic Sciences and Education University, Amman, Jordan#TAB#","institution_ids":["https://openalex.org/I3132651366"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5006806804","display_name":"Samer Alhawari","orcid":"https://orcid.org/0000-0002-6059-4213"},"institutions":[{"id":"https://openalex.org/I3132651366","display_name":"World Islamic Sciences and Education University","ror":"https://ror.org/051mkwn17","country_code":"JO","type":"education","lineage":["https://openalex.org/I3132651366"]}],"countries":["JO"],"is_corresponding":false,"raw_author_name":"Samer Alhawari","raw_affiliation_strings":["The World Islamic Sciences and Education University, Amman, Jordan","The World Islamic Sciences and Education University, Amman, Jordan#TAB#"],"affiliations":[{"raw_affiliation_string":"The World Islamic Sciences and Education University, Amman, Jordan","institution_ids":["https://openalex.org/I3132651366"]},{"raw_affiliation_string":"The World Islamic Sciences and Education University, Amman, Jordan#TAB#","institution_ids":["https://openalex.org/I3132651366"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5018826975"],"corresponding_institution_ids":["https://openalex.org/I3132651366"],"apc_list":null,"apc_paid":null,"fwci":1.6275,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.89702369,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"4","issue":"2","first_page":"73","last_page":"86"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9983999729156494,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9983999729156494,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14064","display_name":"Organizational and Employee Performance","score":0.9882000088691711,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/cloud-computing","display_name":"Cloud computing","score":0.8710379004478455},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.67396080493927},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.6137530207633972},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4785098135471344},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4736681580543518},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4478081166744232},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2118123471736908},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.1509213149547577}],"concepts":[{"id":"https://openalex.org/C79974875","wikidata":"https://www.wikidata.org/wiki/Q483639","display_name":"Cloud computing","level":2,"score":0.8710379004478455},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.67396080493927},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6137530207633972},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4785098135471344},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4736681580543518},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4478081166744232},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2118123471736908},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.1509213149547577},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijcac.2014040105","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijcac.2014040105","pdf_url":null,"source":{"id":"https://openalex.org/S4210173373","display_name":"International Journal of Cloud Applications and Computing","issn_l":"2156-1826","issn":["2156-1826","2156-1834"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Cloud Applications and Computing","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jcac00:v:4:y:2014:i:2:p:73-86","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/ijcac.2014040105","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","display_name":"Partnerships for the goals","score":0.4099999964237213}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":37,"referenced_works":["https://openalex.org/W190520186","https://openalex.org/W392435464","https://openalex.org/W1503599674","https://openalex.org/W1541126504","https://openalex.org/W1558467047","https://openalex.org/W1791587663","https://openalex.org/W1965820694","https://openalex.org/W1970777180","https://openalex.org/W1978947145","https://openalex.org/W1980126189","https://openalex.org/W1985603506","https://openalex.org/W2010123231","https://openalex.org/W2012546482","https://openalex.org/W2060914048","https://openalex.org/W2070164835","https://openalex.org/W2092414635","https://openalex.org/W2093440027","https://openalex.org/W2100577171","https://openalex.org/W2100801555","https://openalex.org/W2104719746","https://openalex.org/W2104996229","https://openalex.org/W2114413663","https://openalex.org/W2127396574","https://openalex.org/W2146858779","https://openalex.org/W2151387100","https://openalex.org/W2159685477","https://openalex.org/W2163430566","https://openalex.org/W2164427870","https://openalex.org/W2165385958","https://openalex.org/W2177802445","https://openalex.org/W2271464039","https://openalex.org/W2463104170","https://openalex.org/W2569378140","https://openalex.org/W2611503334","https://openalex.org/W2977256144","https://openalex.org/W3125993702","https://openalex.org/W4249581448"],"related_works":["https://openalex.org/W2383532021","https://openalex.org/W2318636398","https://openalex.org/W4283661749","https://openalex.org/W2379162918","https://openalex.org/W831794578","https://openalex.org/W1607677064","https://openalex.org/W2370652759","https://openalex.org/W2169893622","https://openalex.org/W4306701966","https://openalex.org/W2100127921"],"abstract_inverted_index":{"Due":[0],"to":[1,33,64,200,203,214,232,243,291],"the":[2,6,35,47,73,98,137,155,182,208,226,253,260],"rapid":[3],"growth":[4],"in":[5,143,185,252,288,300],"electronic":[7],"business,":[8],"information":[9],"technology":[10,189],"has":[11],"become":[12],"very":[13,30],"necessary":[14],"for":[15,129,259],"building":[16],"up":[17],"efficiency":[18],"and":[19,46,60,67,84,106,110,117,132,146,162,166,173,193,223,229,274,307],"effective":[20],"transactions":[21],"among":[22],"organizations.":[23],"Consequently,":[24],"Cloud":[25,43,65,76,102,130,144,158,195,218,227,271],"Computing":[26,44,66,77,103,131,145,159,196,219,228,272],"(CC)":[27,45],"becomes":[28],"a":[29,53,93,126,293],"important":[31],"area":[32],"achieve":[34],"organization's":[36,121,278],"performance.":[37,122],"The":[38,149],"process":[39,231,276],"of":[40,75,101,108,139,157,164],"integration":[41,224,269],"between":[42,225,270],"Customer":[48],"Relationship":[49],"Management":[50],"(CRM)":[51],"is":[52,152,298],"new":[54],"research":[55,59],"area.":[56],"Therefore,":[57,210],"scientific":[58],"literature":[61],"review":[62],"related":[63],"CRM":[68,79,111,133,147,167,202,221,230,275],"processes":[69,80,112,168],"are":[70],"limited.":[71],"Yet,":[72],"impact":[74],"on":[78,92,120,136,154,207],"remains":[81],"under":[82],"exploration":[83],"investigation.":[85],"To":[86],"this":[87,89,187,211],"effect,":[88],"paper":[90,212],"takes":[91],"holistic":[94],"approach":[95],"that":[96,180,282],"examines":[97],"combined":[99],"effects":[100],"Benefits":[104,160,273],"(cost":[105,161],"ease":[107,163],"use)":[109,165],"(customer":[113,169],"acquisition,":[114,170],"customer":[115,118,171,174],"retention":[116,172],"expansion)":[119,175],"It":[123],"also":[124],"presents":[125],"conceptual":[127],"framework":[128],"processes,":[134],"based":[135],"analysis":[138],"various":[140],"models":[141],"presented":[142],"processes.":[148],"main":[150],"emphasis":[151],"focused":[153],"concept":[156],"by":[176,255],"examining":[177],"some":[178],"reasons":[179],"make":[181],"organization":[183,234,247],"interested":[184],"using":[186],"modern":[188],"from":[190],"one":[191],"hand":[192],"how":[194,245,266],"can":[197],"encourage":[198],"organizations":[199],"implement":[201],"improve":[204,233],"their":[205],"performance":[206,235,251,279],"other.":[209],"contributes":[213],"develop":[215],"three":[216,301],"models:":[217],"Benefits,":[220],"process,":[222],"model.":[236],"Also,":[237],"it":[238],"describes":[239],"more":[240],"valid":[241],"factors":[242],"identify":[244],"an":[246,257,267],"deals":[248],"with":[249],"its":[250],"future":[254],"providing":[256],"advice":[258],"Information":[261],"Technology":[262],"(IT)":[263],"industry":[264],"as":[265],"analytical":[268],"improves":[277],"\u2013":[280],"something":[281],"should":[283],"be":[284],"taken":[285],"into":[286],"account":[287],"developing":[289],"countries":[290],"attain":[292],"competitive":[294],"advantage.":[295],"This":[296],"study":[297],"divided":[299],"sections:":[302],"Literature":[303],"Review,":[304],"Research":[305],"Model,":[306],"Conclusion.":[308]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}