Electronic customer relationship management / Jerry Fjermestad, Nicholas C. Romano, editors.

Format:

Book

Contributor:

Fjermestad, Jerry.

Romano, Nicholas C.

Series:

Advances in management information systems ; v. 3.

Advances in management information systems ; v. 3

Language:

English

Subjects (All):

Customer relations--Management.

Customer relations.

Electronic commerce.

Physical Description:

1 online resource (224 p.)

Edition:

1st ed.

Place of Publication:

Armonk, N.Y. ; London : M.E. Sharpe, c2006.

Language Note:

English

Summary:

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.

Contents:

CONTENTS; SERIES EDITOR'S INTRODUCTION; ACKNOWLEDGMENTS; CHAPTER 1 ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT An Introduction; INTRODUCTION; CRM AND ECRM; THE STATE OF IS-CRM RESEARCH; OVERVIEW OF CHAPTERS; SUMMARY; APPENDIX 1.1. PUBLICATIONS BY JOURNAL; REFERENCES; PART I THE ROLE OF CRM AND ECRM; CHAPTER 2 SUCCESS FACTORS IN ONLINE SUPPLY CHAIN MANAGEMENT AND E-CUSTOMER RELATIONSHIP MANAGEMENT; CHAPTER 3 USING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT TO MAXIMIZE/MINIMIZE CUSTOMER SATISFACTION/DISSATISFACTION; PART II ORGANIZATIONAL SUCCESS FACTORS OF CRM

CHAPTER 4 CUSTOMER RELATIONSHIP MANAGEMENT SUCCESS AND ORGANIZATIONAL CHANGE A Case StudyCHAPTER 5 SUCCESS FACTORS IN CRM IMPLEMENTATION Results from a Consortial Benchmarking Study; CHAPTER 6 COLLABORATIVE CUSTOMER RELATIONSHIP MANAGEMENT IN FINANCIAL SERVICES ALLIANCES; PART III ENHANCING PERFORMANCE OF CRM; CHAPTER 7 IMPROVING CUSTOMER INTERACTION WITH CUSTOMER KNOWLEDGE MANAGEMENT; CHAPTER 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-CUSTOMER COMMERCE

CHAPTER 9 WHAT MAKES CUSTOMERS SHOP ONLINE?CHAPTER 10 TOWARD ACHIEVING CUSTOMER SATISFACTION IN ONLINE GROCERY SHOPPING Lessons Learned from Australian and Swiss Cases; EDITORS AND CONTRIBUTORS; SERIES EDITOR; INDEX

Notes:

"First published 2006 by M.E. Sharpe"--t.p. verso.

Includes bibliographical references and index.

Description based on publisher supplied metadata and other sources.

ISBN:

1-315-70488-9

1-317-47219-5

1-280-91234-0

9786610912346

0-7656-2015-4

9781315704883

OCLC:

476081689