| Description |
1 online resource (225 pages) |
| Contents |
Cover; Half Title; Title Page; Copyright Page; Table of Contents; Series Editor's Introduction; Acknowledgments; 1. Electronic Customer Relationship Management: An Introduction; Part I. The Role of CRM and eCRM; 2. Success Factors in Online Supply Chain Management and e-Customer Relationship Management; 3. Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction; Part II. Organizational Success Factors of CRM; 4. Customer Relationship Management Success and Organizational Change: A Case Study |
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5. Success Factors in CRM Implementation: Results from a Consortial Benchmarking Study6. Collaborative Customer Relationship Management in Financial Services Alliances; Part III. Enhancing Performance of CRM; 7. Improving Customer Interaction with Customer Knowledge Management; 8. An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In; Part IV. CRM in Business-to-Consumer Commerce; 9. What Makes Customers Shop Online? |
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10. Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss CasesEditors and Contributors; Series Editor; Index |
| Summary |
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 managem |
| Notes |
Print version record |
| Subject |
Customer relations -- Management.
|
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Electronic commerce.
|
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Customer relations -- Management
|
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Electronic commerce
|
| Form |
Electronic book
|
| Author |
Robertson Jr, Nicholas C
|
| ISBN |
9781317472193 |
|
1317472195 |
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