A survey of information systems research on electronic customer relationship management (eCRM). This book provides frameworks taken from cases and applications in this field. Each chapter takes a collaborative approach that goes beyond the analytical and operational perspectives, and stresses integration with other enterprise information systems.
A survey of information systems research on electronic customer relationship management (eCRM). This book provides frameworks taken from cases and applications in this field. Each chapter takes a collaborative approach that goes beyond the analytical and operational perspectives, and stresses integration with other enterprise information systems.
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;
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;
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