Electronic Customer Relationship Management
作者： Jerry Fjermestad , Nicholas C. Romano
DOI:
关键词: Customer relationship management 、 Knowledge management 、 Library management 、 Usability 、 Digital library 、 Resistance (psychoanalysis) 、 Order (business) 、 Reference software 、 Computer science 、 Implementation
摘要: Electronic customer relationship management (eCRM) has become the latest paradigm in world of management. Recent business surveys suggest that up to 50 per cent such implementations do not yield measurable returns on investment. A secondary analysis 13 case studies suggests many these limited success can be attributed usability and resistance factors. The objective this paper is review general principles order build an integrative framework for analyzing eCRM studies. conclusions if organizations want get most from their they need revisit apply them thoroughly consistently.
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