Jerry Fjermestad, Nicholas C Robertson Jr

Electronic Customer Relationship Management

• Broschiertes Buch

Produktbeschreibung

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.

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Produktdetails

• Verlag: Routledge
• Seitenzahl: 226
• Erscheinungstermin: 17. Juni 2016
• Englisch
• Abmessung: 254mm x 178mm x 12mm
• Gewicht: 434g
• ISBN-13: 9781138692800
• ISBN-10: 1138692808
• Artikelnr.: 45636048

Autorenporträt

Fjermestad, Jerry; Robertson Jr, Nicholas C

Inhaltsangabe

Chapter 1 Electronic Customer Relationship Management
Nicholas C. RomanoJr.
Jerry Fjermestad; Part I The Role of CRM and ECRM; Chapter 2 Success Factors in Online Supply Chain Management and E-Customer Relationship Management
Michael R. Bartolacci
Mary Meixell; Chapter 3 Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction
Yoon Cho
Jerry Fjermestad; Part II Organizational Success Factors of CRM; Chapter 4 Customer Relationship Management Success and Organizational Change
Carl-Erik Wikström; Chapter 5 Success Factors in CRM Implementation
Rainer Alt
Thomas Puschmann; Chapter 6 Collaborative Customer Relationship Management in Financial Services Alliances
Malte Geib
Lutz M. Kolbe
Walter Brenner; Part III Enhancing Performance of CRM; Chapter 7 Improving Customer Interaction with Customer Knowledge Management
Adrian Bueren
Schierholz Ragnar
Lutz M. Kolbe
Walter Brenner; Chapter 8 An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In
Ja-Shen Chen
Russell K.H. Ching; Part IV CRM in Business-to-Customer Commerce; Chapter 9 What Makes Customers Shop Online?
Na Li
Ping Zhang; Chapter 10 Toward Achieving Customer Satisfaction in Online Grocery Shopping
Sherah Kurnia
Petra Schubert;