03856oam 2200721I 450 991045767330332120200520144314.01-315-70488-91-317-47219-51-280-91234-097866109123460-7656-2015-410.4324/9781315704883 (CKB)1000000000348486(EBL)302429(OCoLC)476081689(SSID)ssj0000085158(PQKBManifestationID)11120637(PQKBTitleCode)TC0000085158(PQKBWorkID)10005989(PQKB)11619167(MiAaPQ)EBC2051883(MiAaPQ)EBC302429(Au-PeEL)EBL2051883(CaPaEBR)ebr10178047(CaONFJC)MIL91234(OCoLC)910446264(OCoLC)958107640(Au-PeEL)EBL302429(EXLCZ)99100000000034848620180706e20152006 uy 0engur|n|---|||||txtccrElectronic customer relationship management /Jerry Fjermestad, Nicholas C. Romano, Jr., editorsLondon ;New York :Routledge,2015.1 online resource (224 p.)Advances in management information systems ;v. 3"First published 2006 by M.E. Sharpe"--t.p. verso.0-7656-1327-1 Includes bibliographical references and index.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 CRMCHAPTER 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 COMMERCECHAPTER 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; INDEXA 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.Advances in management information systems ;v. 3.Customer relationsManagementElectronic commerceElectronic books.Customer relationsManagement.Electronic commerce.658.8120285Fjermestad Jerry953457Romano Nicholas C950880MiAaPQMiAaPQMiAaPQBOOK9910457673303321Electronic customer relationship management2155640UNINA