Electronic customer relationship management
Title:
Electronic customer relationship management
Author:
Fjermestad, Jerry.
ISBN:
9780765620156
Publication Information:
Armonk, N.Y. ; London : M.E. Sharpe, c2006.
Physical Description:
1 online resource (xiii, 210 p.) : ill.
Series:
Advances in management information systems ; v. 3
Advances in management information systems ; v. 3.
Contents:
Electronic customer relationship management : an introduction / Success factors in online supply chain management and e-customer relationship management / Using electronic customer relationship management to maximize/minimize customer satisfaction/dissatisfaction / Customer relationship management success and organizational change : a case study / Success factors in CRM Implementation : results from a consortial benchmarking study / Collaborative customer relationship management in financial services alliances / Improving customer Interaction with customer knowledge management / An examination of the effects of Information and communication technology on customer relationship management and customer lock-In / What makes customers shop online? / Toward achieving customer satisfaction in online grocery shopping : lessons learned from Australian and Swiss cases
Abstract:
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.
Electronic Access:
EBSCOhost http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=199753