Overview of eCRM

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.

Approach and Perspectives

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.

Organization of the Book

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.