Title :
Obtaining Enterprise´s Sustainable Competitive Advantage from eCRM
Author :
Jun, Feng ; Yongcai, Yan
Author_Institution :
Sch. of Manage., Wuhan Univ. of Technol., Wuhan, China
Abstract :
In e-commerce era, successful strategic CRM is the basis for a sustainable and hard-to-imitate competitive advantage, however, how does electronic customer relation management (eCRM) help enterprises to obtain the competitive advantages? This paper just gives an answer to this question. This paper sets out from analyzing the source of enterprise´s sustained competitive advantage, studies the function and tactics of customer relation in the obtainment of enterprise competitive advantage. Meanwhile, through typical case analysis of network enterprise Alibaba, it expounded the fact that enterprises can obtain the competitive advantage through implementing electronic customer relation management in information technology era.
Keywords :
customer relationship management; electronic commerce; sustainable development; e-commerce; eCRM; electronic customer relation management; enterprise sustainable competitive advantage source analysis; information technology; network enterprise Alibaba; Companies; Consumer electronics; Information technology; Internet; Materials; Software; competitive advantage; customer relation management; eCRM; information technology;
Conference_Titel :
E-Business and E-Government (ICEE), 2010 International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-0-7695-3997-3
DOI :
10.1109/ICEE.2010.785