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Electronic customer relationship management / / Jerry Fjermestad, Nicholas C. Romano, Jr., editors
| Electronic customer relationship management / / Jerry Fjermestad, Nicholas C. Romano, Jr., editors |
| Pubbl/distr/stampa | London ; ; New York : , : Routledge, , 2015 |
| Descrizione fisica | 1 online resource (224 p.) |
| Disciplina | 658.8120285 |
| Altri autori (Persone) |
FjermestadJerry
RomanoNicholas C |
| Collana | Advances in management information systems |
| Soggetto topico |
Customer relations - Management
Electronic commerce |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-315-70488-9
1-317-47219-5 1-280-91234-0 9786610912346 0-7656-2015-4 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910457673303321 |
| London ; ; New York : , : Routledge, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Electronic customer relationship management / / Jerry Fjermestad, Nicholas C. Romano, Jr., editors
| Electronic customer relationship management / / Jerry Fjermestad, Nicholas C. Romano, Jr., editors |
| Pubbl/distr/stampa | London ; ; New York : , : Routledge, , 2015 |
| Descrizione fisica | 1 online resource (224 p.) |
| Disciplina | 658.8120285 |
| Altri autori (Persone) |
FjermestadJerry
RomanoNicholas C |
| Collana | Advances in management information systems |
| Soggetto topico |
Customer relations - Management
Electronic commerce |
| ISBN |
1-315-70488-9
1-317-47219-5 1-280-91234-0 9786610912346 0-7656-2015-4 |
| Classificazione | QP 300 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910784467603321 |
| London ; ; New York : , : Routledge, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||