Jerry Fjermestad, Nicholas C Robertson Jr

Electronic Customer Relationship Management (eBook, PDF)

• Format: PDF

Produktbeschreibung

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.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 224
• Erscheinungstermin: 15. Mai 2015
• Englisch
• ISBN-13: 9781317472193
• Artikelnr.: 42887209

Autorenporträt

Fjermestad, Jerry; Robertson Jr, Nicholas C

Inhaltsangabe

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;