Electronic customer relationship management / / Jerry Fjermestad, Nicholas C. Romano, Jr., editors

• Record Nr.: UNINA9910457673303321
• Pubbl/distr/stampa: London ; ; New York : , : Routledge, , 2015
• ISBN: 1-315-70488-9; 1-317-47219-5; 1-280-91234-0; 9786610912346; 0-7656-2015-4
• Descrizione fisica: 1 online resource (224 p.)
• Collana: Advances in management information systems ; ; v. 3
• Altri autori (Persone): FjermestadJerry; RomanoNicholas C
• Disciplina: 658.8120285
• Soggetti: Customer relations - Management; Electronic commerce; Electronic books.
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Note generali: "First published 2006 by M.E. Sharpe"--t.p. verso.
• Nota di bibliografia: Includes bibliographical references and index.
• Nota di contenuto: CONTENTS; SERIES EDITOR'S INTRODUCTION; ACKNOWLEDGMENTS; CHAPTER 1 ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT An Introduction; INTRODUCTION; CRM AND ECRM; THE STATE OF IS-CRM RESEARCH; OVERVIEW OF CHAPTERS; SUMMARY; APPENDIX 1.1. PUBLICATIONS BY JOURNAL; REFERENCES; PART I THE ROLE OF CRM AND ECRM; CHAPTER 2 SUCCESS FACTORS IN ONLINE SUPPLY CHAIN MANAGEMENT AND E-CUSTOMER RELATIONSHIP MANAGEMENT; CHAPTER 3 USING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT TO MAXIMIZE/MINIMIZE CUSTOMER SATISFACTION/DISSATISFACTION; PART II ORGANIZATIONAL SUCCESS FACTORS OF CRM; CHAPTER 4 CUSTOMER RELATIONSHIP MANAGEMENT SUCCESS AND ORGANIZATIONAL CHANGE A Case StudyCHAPTER 5 SUCCESS FACTORS IN CRM IMPLEMENTATION Results from a Consortial Benchmarking Study; CHAPTER 6 COLLABORATIVE CUSTOMER RELATIONSHIP MANAGEMENT IN FINANCIAL SERVICES ALLIANCES; PART III ENHANCING ; PERFORMANCE OF CRM; CHAPTER 7 IMPROVING CUSTOMER INTERACTION WITH CUSTOMER KNOWLEDGE MANAGEMENT; CHAPTER 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-CUSTOMER COMMERCE; CHAPTER 9 WHAT MAKES CUSTOMERS SHOP ONLINE?CHAPTER 10 TOWARD ACHIEVING CUSTOMER SATISFACTION IN ONLINE GROCERY SHOPPING Lessons Learned from Australian and Swiss Cases; EDITORS AND CONTRIBUTORS; SERIES EDITOR; INDEX
• Sommario/riassunto: 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.