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Informationen zum Autor Fjermestad, Jerry; Robertson Jr, Nicholas C Klappentext 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. Zusammenfassung A 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. Inhaltsverzeichnis Chapter 1 Electronic Customer Relationship Management, Nicholas C. RomanoJr., Jerry Fjermestad; Part I The Role of CRM and ECRM; Chapter 2 Success Factors in Online Supply Chain Management and E-Customer Relationship Management, Michael R. Bartolacci, Mary Meixell; Chapter 3 Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction, Yoon Cho, Jerry Fjermestad; Part II Organizational Success Factors of CRM; Chapter 4 Customer Relationship Management Success and Organizational Change, Carl-Erik Wikström; Chapter 5 Success Factors in CRM Implementation, Rainer Alt, Thomas Puschmann; Chapter 6 Collaborative Customer Relationship Management in Financial Services Alliances, Malte Geib, Lutz M. Kolbe, Walter Brenner; Part III Enhancing Performance of CRM; Chapter 7 Improving Customer Interaction with Customer Knowledge Management, Adrian Bueren, Schierholz Ragnar, Lutz M. Kolbe, Walter Brenner; Chapter 8 An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In, Ja-Shen Chen, Russell K.H. Ching; Part IV CRM in Business-to-Customer Commerce; Chapter 9 What Makes Customers Shop Online?, Na Li, Ping Zhang; Chapter 10 Toward Achieving Customer Satisfaction in Online Grocery Shopping, Sherah Kurnia, Petra Schubert;...
