TY  - BOOK
AU  - Fjermestad,Jerry
AU  - Romano,Nicholas C.
TI  - Electronic customer relationship management
T2  - Advances in management information systems
SN  - 0765613271
AV  - HF5415.5 .F55 2006
PY  - 2006///
CY  - New Delhi
PB  - Prentice Hall of India
KW  - Customer relations
KW  - Management
KW  - Electronic commerce
KW  - Relations avec la clientèle
KW  - Gestion
KW  - Commerce électronique
KW  - fast
KW  - Betriebliches Informationssystem
KW  - swd
KW  - Electronic Commerce
KW  - Kundenmanagement
KW  - Aufsatzsammlung
N1  - 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
ER  -