Electronic Customer Relationship Management: An Introduction
3
(18)
Nicholas C. Romano, Jr.
Jerry Fjermestad
Part I. The Role of CRM and eCRM
Success Factors in Online Supply Chain Management and e-Customer Relationship Management
21
(13)
Michael R. Bartolacci
Mary Meixell
Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction
34
(19)
Yoon Cho
Jerry Fjermestad
Part II. Organizational Success Factors of CRM
Customer Relationship Management Success and Organizational Change: A Case Study
53
(16)
Carl-Erik Wikstrom
Success Factors in CRM Implementation: Results from a Consortial Benchmarking Study
69
(18)
Rainer Alt
Thomas Puschmann
Collaborative Customer Relationship Management in Financial Services Alliances
87
(22)
Malte Geib
Lutz M. Kolbe
Walter Brenner
Part III. Enhancing Performance of CRM
Improving Customer Interaction with Customer Knowledge Management
109
(18)
Adrian Bueren
Ragnar Schierholz
Lutz M. Kolbe
Walter Brenner
An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In
127
(22)
Ja-Shen Chen
Russell K. H. Ching
Part IV. CRM in Business-to-Consumer Commerce
What Makes Customers Shop Online?
149
(28)
Na Li
Ping Zhang
Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases
177
(20)
Sherah Kurnia
Petra Schubert
Editors and Contributors
197
(6)
Series Editor
203
(2)
Index
205
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