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Record Nr. |
UNINA9910828427003321 |
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Titolo |
Electronic customer relationship management / / Jerry Fjermestad, Nicholas C. Romano, editors |
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Pubbl/distr/stampa |
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Armonk, N.Y. ; ; London, : M.E. Sharpe, c2006 |
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ISBN |
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1-315-70488-9 |
1-317-47219-5 |
1-280-91234-0 |
9786610912346 |
0-7656-2015-4 |
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Edizione |
[1st ed.] |
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Descrizione fisica |
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1 online resource (224 p.) |
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Collana |
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Advances in management information systems ; ; v. 3 |
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Classificazione |
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Altri autori (Persone) |
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FjermestadJerry |
RomanoNicholas C |
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Disciplina |
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Soggetti |
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Customer relations - Management |
Electronic commerce |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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"First published 2006 by M.E. Sharpe"--t.p. verso. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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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 |
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