Jerry Fjermestad, Nicholas C Robertson Jr's Electronic Customer Relationship Management PDF

By Jerry Fjermestad, Nicholas C Robertson Jr

ISBN-10: 0765613271

ISBN-13: 9780765613271

This paintings deals a state-of-the paintings survey of knowledge structures study on digital client dating administration (eCRM). It offers very important new frameworks derived from present circumstances and functions during this rising box. each one bankruptcy takes a collaborative method of eCRM that is going past the analytical and operational views pretty much taken via researchers within the box. Chapters additionally rigidity integration with different firm details platforms. The publication is prepared in 4 elements: half I provides an outline of the function of CRM and eCRM in advertising and marketing and provide chain administration; half II makes a speciality of the organizational luck elements at the back of eCRM implementation; half III offers circumstances of eCRM functionality enhancement; and half IV addresses eCRM concerns in business-to-consumer trade.

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Information technology is integral to successful application of CRM, and the definition of CRM may be extended to incorporate the significance of Internet-based technology in managing customer relationships. Plakoyiannaki and Tzokas (2002) formulate a model of the CRM process that revolves around this extended definition. They define the following tasks for the CRM process: • • • • • • • • Creating a corporate culture conducive to customer orientation, learning, and innovations Making customer value a key component of the corporate strategy and planning process Collecting and transforming customer data to aid strategic and operational decision making Appreciating, identifying, and nurturing knowledge creation, dissemination, and use within the organization Developing clear market segments and customer portfolios Defining, developing, and delivering the value proposition Using campaign and channel management as part of the value proposition Measuring performance at each stage of the process to navigate decision making.

Shen, K. and Lee, D. WAP mail service and short message service for mobile CRM. Proceedings of the International Symposium on Multimedia Software Engineering (ISMSE 2000), December 11–13, 2000, Taipei, Taiwan, pp. 201–207. Sriram, V. and Banerjee, S. Electronic data interchange: does its adoption change purchasing policies and procedures? International Journal of Purchasing and Materials Management, 1 (1994), 31–40. ; and Plummer, A. The impact of inter-organizational networks on buyer-seller relationships.

A re-evaluation of information systems publication forums. Journal of Computer Information Systems, 40, 1 (1999), 88–97. Walstrom, K. and Hardgrave, B. Forums for information systems scholars. Information and Management, 39, 1 (2001), 117–124. ; and Wilson, R. Forums for management information systems scholars. Communications of the ACM, 38, 3 (1995), 93–102. ; and Townsend, A. Research commentary—academic rewards for teaching, research and service: Data and discourse. Information Systems Research, 10, 2 (1999), 99–109.

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Electronic Customer Relationship Management by Jerry Fjermestad, Nicholas C Robertson Jr


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