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ISBN 10: 0765613271
ISBN 13: 978-0765613271
Author: Jerry Fjermestad, Nicholas Robertson Jr
This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.
Chapter 1 Electronic Customer Relationship Management An Introduction
Introduction
CRM and ECRM
The State of IS-CRM Research
Theory Development
Hypothesis Testing
Instrument Validation
Cumulative Tradition of Research
Publication of IS-CRM Research in Top MIS Journals
New Classification Schemes
Overview of Chapters
Part I. The Role of CRM and eCRM
Chapter 2: Success Factors in Online Supply Chain Management and e-Customer Relationship Management, Michael R. Bartolacci and Mary Meixell
Chapter 3: Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction, Yoon Cho and Jerry Fjermestad
Part II. Organizational Success Factors of CRM
Chapter 4: Customer Relationship Management Success and Organizational Change: A Case Study, Carl-Erik Wikström
Chapter 5: Success Factors in CRM Implementation: Results from a Consortial Benchmarking Study, Rainer Alt and Thomas Puschmann
Chapter 6: Collaborative Customer Relationship Management in Financial Services Alliances, Malte Geib, Lutz M. Kolbe, and Walter Brenner
Part III. Enhancing Performance of CRM
Chapter 7: Improving Customer Interaction with Customer Knowledge Management, Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, and Walter Brenner
Chapter 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
Chapter 9: What Makes Customers Shop Online? Na Li and Ping Zhang
Chapter 10: Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases, Sherah Kurnia and Petra Schubert
Information Systems Customer Relationship Management: Issues and Challenges
Resistance and Usability
Integration of CRM with Other Enterprise Systems
Integration of Analytical, Operational, and Collaborative CRM
Interfaces with Other Disciplines
Summary
Appendix 1.1 Publications by Journal
International Journal of Electronic Commerce
Communications of the Association for Computing Machinery
Decision Support Systems
Information and Management
Information Systems Research
Journal of Management Information Systems
MIS Quarterly
Management Science
Decision Sciences
References
Part I The Role of CRM and ECRM
Chapter 2 Success Factors in Online Supply Chain Management and E-Customer Relationship Management
Introduction
Nature of eCRM
Nature of Supply Chain Management and its Online Equivalent
The Value of Information
Technological Aspects of Electronic Commerce
Behavioral Aspects of Electronic Commerce
Summary
References
Chapter 3 Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction
Introduction
Defining Electronic Customer Relationship Management
Maximizing/Minimizing Customer Satisfaction/Dissatisfaction as Major Components of ECRM
Theories Applied to ECRM Studies
Model of Customer Satisfaction/Dissatisfaction
Consequences of Customer Satisfaction/Dissatisfaction
Customer Loyalty as a Consequence of Customer Satisfaction
Managing Customer Complaints as a Consequence of Customer Dissatisfaction
Conclusion
References
Online Resources
Part II Organizational Success Factors of CRM
Chapter 4 Customer Relationship Management Success and Organizational Change A Case Study
Introduction
Prior Research Into CRM and Organizational Change
Relationship Marketing
Customer Relationship Management
Identified Problem Areas of CRM Success
Research into Organizational Change
Organizational Change and CRM Success: A Research Framework
Research Setting and Methodology
Site
Data Collection and Analysis
Results
Implications and Conclusions
Acknowledgments
References
Chapter 5 Success Factors in CRM Implementation Results from a Consortial Benchmarking Study
Introduction
Literature and Research Methodology
Literature on CRM and Success Factors
Benchmarking Methodology
Successful Practice Organizations
Benchmarking Results
Introduction Project
CRM Organization and Processes
System Architecture
Operational Efficiency
Culture
Success Factors and Outlook
Identification of Success Factors
Assignment of Success Factors to Literature
Outlook
Acknowledgments
Notes
References
Chapter 6 Collaborative Customer Relationship Management in Financial Services Alliances
Introduction
Theoretical Background
The Emergence of Financial Services Alliances
An Analytical Framework Based on Business Engineering
Customer Relationship Management in the Financial Services Industry
Research Methodology
Case Sites
Data Collection
Data Analysis
Analysis and Discussion of CRM in Financial Services Alliances
Strategy Level
Process Level
System Level
Recommendations
Case Study: Collaborative Customer Relationship Management at MLP
Strategy Level
Process Level
System Level
How MLP Realized the Four Recommendations
Conclusions and Further Research
Notes
References
Part III Enhancing Performance of CRM
Chapter 7 Improving Customer Interaction with Customer Knowledge Management
Introduction
Challenges for Businesses in the Information Age
Research Goals and Structure
Research Methodology
A Model for Customer Knowledge Management
Customer Relationship Management
Knowledge Management
Deriving an Integrated Customer Knowledge Management Process Model
CRM Process Model.
Integrating Customer Relationship Management and Knowledge Management.
Action Research Cases of Customer Knowledge Management
Case 1. Knowledge Support for the Customer Communication Center of Union Investment
CKM Challenges.
Relevant Knowledge Aspects.
Results.
Case 2. Skill Management as a Customer-Oriented Human Resource Management Instrument at Helsana Health Insurance
CKM Challenges.
Relevant Knowledge Aspects.
Results.
Case 3. Global Collaboration at Winterthur Life & Pensions
CKM Challenges.
Relevant Knowledge Aspects.
Results.
Case 4. Enhancing the Performance of the Call Center of Signal Iduna Bausparen AG
CKM Challenges.
Relevant Knowledge Aspects.
Results.
Conclusions
Suggestions for Further Research
References
Chapter 8 An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In
Introduction
Background
CRM and ICT
CRM Elements and ICT
Market Orientation.
Mass Customization.
IT Investments.
Partnership Quality
CRM Performance and Lock-in Effect
Research Model and Test of Hypothesis
Methodology
Data Collection
Measures
Analysis and Discussion
Future Research
Conclusion
References
Part IV CRM in Business-to-Customer Commerce
Chapter 9 What Makes Customers Shop Online?
Introduction
Research Method
Journal and Article Selection
Research Framework
Classification of Variables
Results
Results of Topical Coverage
Results of Significant Relationships
Online Shopping Behavior.
Customer Satisfaction.
Beliefs about Online Shopping Phenomenon.
A Refined Model
Discussion
Moderating Effects
Theoretical Models
Terminology
Instruments
Student Subjects
Affective Constructs
Impacts and Antecedents of Customer Satisfaction
Conclusion
Appendix 9.1 Forty-Four Papers Examined in this Study
References
Chapter 10 Toward Achieving Customer Satisfaction in Online Grocery Shopping Lessons Learned from Australian and Swiss Cases
Introduction
The Extended Web Assessment Method (EWAM)
Evaluation Criteria
The EWAM Tool: Data Collection and Analysis
The Web Assessment Study of the Swiss and Australian Grocery Sector
Importance Ratings
Australian Results
Swiss Results
Comparative Analysis and Findings
Lessons Learned
Product
Place
Price
Promotion
Conclusions and Limitations to this Study
References
Editors and Contributors
Series Editor
Index
explain the need of electronic customer relationship management
components of electronic customer relationship management
features of electronic customer relationship management
ecrm electronic customer relationship management
impact of electronic customer relationship management in banking sector
Tags: Jerry Fjermestad, Nicholas Robertson Jr, Electronic Customer
