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Electronic Customer Relationship Management.
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 bey...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken :
Taylor and Francis,
2015.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- 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 Study6. 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 CasesEditors and Contributors; Series Editor; Index.