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This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.

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Book Details

ISBN: 9780765613271
ISBN-10: 0765613271
Format: Hardback
(254mm x 178mm x 21mm)
Pages: 224
Imprint: M.E. Sharpe
Publisher: Taylor & Francis Inc
Publish Date: 31-Jan-2006
Country of Publication: United States

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Books By Author Jerry Fjermestad