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Electronic Customer Relationship Management

Jerry Fjermestad Nicholas C. Robertson Jr



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17 June 2016
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This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.
By:   Jerry Fjermestad, Nicholas C. Robertson Jr
Imprint:   Routledge
Country of Publication:   United Kingdom
Dimensions:   Height: 254mm,  Width: 178mm, 
Weight:   408g
ISBN:   9781138692800
ISBN 10:   1138692808
Pages:   224
Publication Date:   17 June 2016
Audience:   College/higher education ,  Professional and scholarly ,  A / AS level ,  Further / Higher Education
Format:   Paperback
Publisher's Status:   Active

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