ENGLISH

Electronic Customer Relationship Management

By Jerry Fjermestad , Nicholas C. , Jr. Romano

Book information

Publisher
M.E. Sharpe
Year
2006
ISBN
9780765613271, 0765613271
Open Library ID
OL8054955M
Language
english
Format
PDF
Filesize
5 MB (5755823 bytes)
Series
Advances in Management Information Systems
Pages
225\225
Topic
Business Management
Library
avaxhome.ws
Time added
2010-05-31 15:29:46

Description

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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