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Electronic customer relationship management /
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 integr...
| Clasificación: | Libro Electrónico |
|---|---|
| Otros Autores: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Armonk, N.Y. ; London :
M.E. Sharpe,
©2006.
|
| Colección: | Advances in management information systems ;
v. 3. |
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Electronic customer relationship management : an introduction / Nicholas C. Romano, Jr. and Jerry Fjermestad
- Success factors in online supply chain management and e-customer relationship management / Michael R. Bartolacci and Mary Meixell
- Using electronic customer relationship management to maximize/minimize customer satisfaction/dissatisfaction / Yoon Cho and Jerry Fjermestad
- Customer relationship management success and organizational change : a case study / Carl-Erik Wikstrom
- Success factors in CRM Implementation : results from a consortial benchmarking study / Rainer Alt and Thomas Puschmann
- Collaborative customer relationship management in financial services alliances / Malte Geib, Lutz M. Kolbe, and Walter Brenner
- Improving customer Interaction with customer knowledge management / Adrian Bueren [and others]
- An examination of the effects of Information and communication technology on customer relationship management and customer lock-In / Ja-Shen Chen and Russell K.H. Ching
- What makes customers shop online? / Na Li and Ping Zhang
- Toward achieving customer satisfaction in online grocery shopping : lessons learned from Australian and Swiss cases / Sherah Kurnia and Petra Schubert.