| Description |
1 online resource (xiii, 210 pages) : illustrations |
| Series |
Advances in management information systems ; v. 3 |
|
Advances in management information systems ; v. 3.
|
| Contents |
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 |
| Summary |
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 |
| Bibliography |
Includes bibliographical references and index |
| Notes |
English |
|
Print version record |
| Subject |
Customer relations -- Management.
|
|
Electronic commerce.
|
|
BUSINESS & ECONOMICS -- Customer Relations.
|
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Customer relations -- Management
|
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Electronic commerce
|
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Betriebliches Informationssystem
|
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Electronic Commerce
|
|
Kundenmanagement
|
| Form |
Electronic book
|
| Author |
Fjermestad, Jerry.
|
|
Romano, Nicholas C.
|
| ISBN |
9780765620156 |
|
0765620154 |
|
9781317472186 |
|
1317472187 |
|
1315704889 |
|
9781315704883 |
|
1317472195 |
|
9781317472193 |
|
1280912340 |
|
9781280912344 |
|
9786610912346 |
|
6610912343 |
|
