Normal view MARC view ISBD view

Electronic customer relationship management / Jerry Fjermestad, Nicholas C. Romano, editors. - xiii, 210 pages : illustrations ; 26 cm. - Advances in management information systems ; v. 3 . - Advances in management information systems ; v. 3. .

Includes bibliographical references and index.

Electronic customer relationship management : an introduction / Success factors in online supply chain management and e-customer relationship management / Using electronic customer relationship management to maximize/minimize customer satisfaction/dissatisfaction / Customer relationship management success and organizational change : a case study / Success factors in CRM Implementation : results from a consortial benchmarking study / Collaborative customer relationship management in financial services alliances / Improving customer Interaction with customer knowledge management / An examination of the effects of Information and communication technology on customer relationship management and customer lock-In / What makes customers shop online? / Toward achieving customer satisfaction in online grocery shopping : lessons learned from Australian and Swiss cases / Nicholas C. Romano, Jr. and Jerry Fjermestad -- Michael R. Bartolacci and Mary Meixell -- Yoon Cho and Jerry Fjermestad -- Carl-Erik Wikstrom -- Rainer Alt and Thomas Puschmann -- Malte Geib, Lutz M. Kolbe, and Walter Brenner -- Adrian Bueren [and others] -- Ja-Shen Chen and Russell K.H. Ching -- Na Li and Ping Zhang -- Sherah Kurnia and Petra Schubert.

ISBN: 0765613271 9780765613271

LCCN: 2015302358

Nat. Bib. Agency Control No.: 013593471 Uk

Subjects--Topical Terms:
Customer relations--Management.
Electronic commerce.
Relations avec la clientèle--Gestion.
Commerce électronique.
Customer relations--Management.
Electronic commerce.
Betriebliches Informationssystem.
Electronic Commerce.
Kundenmanagement.

Index Terms--Genre/Form:
Aufsatzsammlung.

LC Class. No.: HF5415.5 / .E55 2006