An evaluation framework for electronic customer relationship management (eCRM)
Document Type
Conference Proceeding
Publisher
Australasian Chapter of the Association for Information Systems
Faculty
Faculty of Business and Public Management
School
School of Business
RAS ID
3070
Abstract
In order to become more efficient and effective in delivering products and services to customers, organizations have forced themselves to rethink the ways in which they build relationships with their customers by initiating electronic customer relationship management projects. However, inappropriate electronic customer relationship management (eCRM) decision-making and implementation can result in multi-million dollar losses, which can translate into a loss of competitiveness and thus jobs. The costs associated with such losses are invariably passed on to the customer. Therefore, this research aims to develop an evaluation model that can be used to assess the extent of benefits and costs associated of eCRM so as to offer management with a more realistic insight about the impact of their investment on their business.
Access Rights
free_to_read
Comments
Lin, C., & Liu, Y. C. (2005). An Evaluation Framework for Electronic Customer Relationship Management (eCRM). ACIS 2005 Proceedings, 12. Available here