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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