Cover -- Half Title -- Title Page -- Copyright Page -- Table of Contents -- Series Editor's Introduction -- Acknowledgments -- 1. Electronic Customer Relationship Management: An Introduction -- Part I. The Role of CRM and eCRM -- 2. Success Factors in Online Supply Chain Management and e-Customer Relationship Management -- 3. Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction -- Part II. Organizational Success Factors of CRM -- 4. Customer Relationship Management Success and Organizational Change: A Case Study -- 5. Success Factors in CRM Implementation: Results from a Consortial Benchmarking Study -- 6. Collaborative Customer Relationship Management in Financial Services Alliances -- Part III. Enhancing Performance of CRM -- 7. Improving Customer Interaction with Customer Knowledge Management -- 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-Consumer Commerce -- 9. What Makes Customers Shop Online? -- 10. Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases -- Editors and Contributors -- Series Editor -- Index.