Meet the editor

Dr. Danil Dintsis holds a doctorate degree in system analysis, and his total experience in applied digital math and computer science is more than 25 years. He is the leading lecturer in the Specialist Computer Training Center (Moscow), a visiting professor at the Global Business School Barcelona, and an active consultant and startup mentor. Dr. Dintsis is the author of more than 80 publications (including monographs, 5 publications in the IEEE

proceedings, and several IntechOpen publications) in the field of computer science. His main area of specialization is fuzzy logic and stochastic graph models. Practical applications of Dr. Dintsis's research are in the area of lifelong learning methods and systems. He holds several prestigious business certifications: PMP®, PgMP®, ITIL® 4.0 Managing Professional.

Contents

**Section 1**

"On the Edge" IT Tools

*by Danil Dintsis*

*by Ahmad Rafiki*

*by Titus Okeke*

**Section 3**

Values and e-Consumer Behavior

*by Bhanu Prakash Nunna*

**Section 2**

**Preface XI**

Introduction **1**

**Chapter 1 3**

Analyzing Modern CRM Practices **11**

**Chapter 2 13**

**Chapter 3 35**

**Chapter 4 55**

E-consuming Behavior **69**

**Chapter 5 71**

**Chapter 6 83**

Introductory Chapter: Customer Satisfaction Alignment with

Customer Relationship Management Practices in Islamic Banks

Customer Satisfaction with Online Retail Transactions

Qualitative Analysis of Different CRM Evaluation Models *by Christoph Weiss, Johannes Keckeis and Manfred Kofler*

*by Joan Morales Alcúdia and Marina Romeo Delgado*

A New Paradigm in Customer Relationship Management
