Electronic customer relationship management: origin and opportunities

Author

Kabiraj, Sajal

Author_Institution

Indian Inst. of Inf. Technol. & Manage., Gwalior, India

fYear

2003

fDate

2-4 Nov. 2003

Firstpage

484

Lastpage

488

Abstract

Today\´s online consumer has more complex needs and much higher expectations than ever before. Customers not only want to shop and get customer service through multiple communication channels, such as the telephone, Web text chat, electronic mail, and the Web, they desire the ability to move seamlessly from one medium to another. To support this capability, customer relationship management (CRM) is evolving into electronic CRM-"eCRM". This paper presents the evolution of eCRM, describes several current trends, and looks at the future of eCRM.

Keywords

Web sites; customer relationship management; electronic commerce; electronic mail; telecommunication channels; CRM; Web text chat; customer service; eCRM; electronic CRM; electronic customer relationship management; electronic mail; multiple communication channels; online consumer; telephone; Application software; Consumer electronics; Customer relationship management; Customer service; Electronic mail; Human resource management; Marketing and sales; Marketing management; Software systems; Technology management;

fLanguage

English

Publisher

ieee

Conference_Titel

Engineering Management Conference, 2003. IEMC '03. Managing Technologically Driven Organizations: The Human Side of Innovation and Change

Print_ISBN

0-7803-8150-5

Type

conf

DOI

10.1109/IEMC.2003.1252320

Filename

1252320