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: 453g
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
Chapter 1 Electronic Customer Relationship Management, Nicholas C. RomanoJr., Jerry Fjermestad; Part I The Role of CRM and ECRM; Chapter 2 Success Factors in Online Supply Chain Management and E-Customer Relationship Management, Michael R. Bartolacci, Mary Meixell; Chapter 3 Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction, Yoon Cho, Jerry Fjermestad; Part II Organizational Success Factors of CRM; Chapter 4 Customer Relationship Management Success and Organizational Change, Carl-Erik Wikström; Chapter 5 Success Factors in CRM Implementation, Rainer Alt, Thomas Puschmann; Chapter 6 Collaborative Customer Relationship Management in Financial Services Alliances, Malte Geib, Lutz M. Kolbe, Walter Brenner; Part III Enhancing Performance of CRM; Chapter 7 Improving Customer Interaction with Customer Knowledge Management, Adrian Bueren, Schierholz Ragnar, Lutz M. Kolbe, Walter Brenner; Chapter 8 An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In, Ja-Shen Chen, Russell K.H. Ching; Part IV CRM in Business-to-Customer Commerce; Chapter 9 What Makes Customers Shop Online?, Na Li, Ping Zhang; Chapter 10 Toward Achieving Customer Satisfaction in Online Grocery Shopping, Sherah Kurnia, Petra Schubert;
Fjermestad, Jerry; Robertson Jr, Nicholas C
