Includes bibliographical references and index.

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