عنوان

Electronic Customer Relationship Management

IR

994853

انگلیسی

IR

Electronic Customer Relationship Management

[Book]

/ Jerry Fjermestad, Nicholas C. Romano, editors

New Delhi

: Prentice Hall of India Private Limited

, 2006.

xiii, 210 p.

: ill.

(Advances in Management Information Systems

3)

; v

Print

Bibliography

Index

Series Editor's Introduction, Vladimir Zwass - Acknowledgments - 1. Electronic Customer Relationship Management: An Introduction, Nicholas C. Romano, Jr. and Jerry Fjermestad - Part I. The Role of CRM and eCRM - 2. Success Factors in Online Supply Chain Management and e-Customer Relationship Management, Michael R. Bartolacci and Mary Meixell-- 3. Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction, Yoon Cho and Jerry Fjermestad - Part II. Organizational Success Factors of CRM - 4. Customer Relationship Management Success and Organizational Change: A Case Study, Carl-Erik Wikstrom - 5. Success Factors in CRM Implementation: Results from a Consortial Benchmarking Study, Rainer Alt and Thomas Puschmann - 6. Collaborative Customer Management in Financial Services Alliances, Malte Geib, Lutz M. Kolbe, and Walter Brenner - Part III. Enhancing Performance of CRM - 7. Improving Customer Interaction with Customer Knowledge Management, Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, and Walter Brenner - 8. An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In, Ja-Shen Chen and Russell K.H. Ching - Part IV. CRM in Business-to-Consumer Commerce - 9. What Makes Customers Shop Online? Na Li and Ping Zhang - 10. Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases, Sherah Kurnia and Petra Schubert - Editors and Contributors - Series Editor - Index

Customer relations -- Management

Electronic commerce

مشتری شناسی -- مدیریت

بازرگانی الکترونیکی

Fjermestad, Jerry

Romano, Nicholas C

ایران

Library of Foreign Languages and Islamic resource

old catalog

p

BL

1

a

Y