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.
Table of Contents
Series Editor's Introduction, Vladimir Zwass; Acknowledgments; 1. Electronic Customer Relationship Management: An Introduction, Nicholas C. Romano, Jr. and Jerry Fjermestad; Part I. The Role of CRM and eCRM; 2. Success Factors in Online Supply Chain Management and e-Customer Relationship Management, Michael R. Bartolacci and Mary Meixell; 3. Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction, Yoon Cho and Jerry Fjermestad; Part II. Organizational Success Factors of CRM; 4. Customer Relationship Management Success and Organizational Change: A Case Study, Carl-Erik Wikstrom; 5. Success Factors in CRM Implementation: Results from a Consortial Benchmarking Study, Rainer Alt and Thomas Puschmann; 6. Collaborative Customer Management in Financial Services Alliances, Malte Geib, Lutz M. Kolbe, and Walter Brenner; Part III. Enhancing Performance of CRM; 7. Improving Customer Interaction with Customer Knowledge Management, Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, and Walter Brenner; 8. An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In, Ja-Shen Chen and Russell K.H. Ching; Part IV. CRM in Business-to-Consumer Commerce; 9. What Makes Customers Shop Online? Na Li and Ping Zhang; 10. Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases, Sherah Kurnia and Petra Schubert; Editors and Contributors; Series Editor; Index.