Electronic Customer Relationship Management

Electronic Customer Relationship Management

Series Editor's Introduction

Chapter 1

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Electronic Customer Relationship Management—An Introduction

Part I - The Role of CRM and eCRM

Chapter 2

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Success Factors in Online Supply Chain Management and E-Customer Relationship Management

Chapter 3

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Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction

Part II - Organizational Success Factors of CRM

Chapter 4

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Customer Relationship Management Success and Organizational Change—A Case Study

Chapter 5

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Success Factors in CRM Implementation—Results from a Consortial Benchmarking Study

Chapter 6

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Collaborative Customer Relationship Management in Financial Services Alliances

Part III - Enhancing Performance of CRM

Chapter 7

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Improving Customer Interaction with Customer Knowledge Management

Chapter 8

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An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In

Part IV - CRM in Business-to-Customer Commerce

Chapter 9

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What Makes Customers Shop Online?

Chapter 10

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Toward Achieving Customer Satisfaction in Online Grocery Shopping—Lessons Learned from Australian and Swiss Cases