The influence of ecrm capability and coinformation sharing activity on product competitiveness and marketing performance of small and mediumsized enterprises. Electronic customer relationship management e crm is the implementation of etechnology or internetbased technology in order to attain customer relationship management crm objectives. This paper aims at exploring the theoretical foundations. The advent of new technologies has led to a shift from crm to ecrm, and with increasing global penetration of the internet, ecrm has become a more popular communication tool and relationshipbuilding platform lam et al. It is one of the vastest innovations that organizations employ as a customeroriented business strategy, and includes redesigning activities and reengineering processes 7. The purpose of the international journal of educational development is to report new insight and foster critical debate about the role that education plays in development. Exploring the impact of viewers responsibility attribution and. This paper presents a 3x3 typology of ecrm practices, with particular focus on businesstobusiness interactions. International journal of academic research in accounting, finance and management sciences volume 2, issue 3 2012 issn. As what is encompassed by ecommerce differs widely among estimators and prognosticators, so do their estimates and forecasts. He began his career with seven years in consultancy including three years at pe international, working with companies to. Abstractecrm electronic customer relationship management is a derivation from crm techniques. Importance of ecrm in health service industry customer relationship management crm is a customer focus business strategy for acquiring, retaining and increasing. Social crm enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence.
This appendix provides an overview of e crm and its associ. The paper focuses on the objectives, techniques and benefits pertaining to ecrm in indian banking sector. Challenges and success factors of crm and ecrm among selected fmcg in nigeria. Discover the new international journal of epidemiology special issue highlighting mendelian randomization research.
The relationship between ecrm and customer loyalty business. Hisham sayed soliman lecturer department of business management faculty of commerce cairo university abstract purpose. International journal of eeducation, ebusiness, emanagement and. This article proposed a framework that guides research based on banks, customers and markets issues. Effect of electroniccustomer relationship management e crm on business organisations page 78 abuja journal of business and management v ol. Introduction customer relationship management crm is about identifying a companys best customers and maximising the value from them by satisfying and. Google scholar cross ref brady, m saren, m and tzokas, n. Jason wermers, managing editor, cardiovascular revascularization medicine, washington hospital center 110 irving street, nw, suite 4b1 washington, dc 20010 tel. It provides a forum for the convergence and interaction of researchers and practitioners, from all disciplines, that are attempting to answer questions relevant to the current understanding and future advancement of electronic business. Effect of electroniccustomer relationship management e. It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises smes and larger enterprises in a customer relationship. International journal of electronic commerce 9 slower than the rate of increase in the number of internet users 26. The ecrm implementation forms are depending on the organizations objectives. Aspects of development with which the journal is concerned include economic growth and poverty reduction.
Customer relationship management crm processes from. International journal of enterprise information systems, 102, 6280. Integrating information technology into marketing practicethe it reality of contemporary marketing practice. Electronic consumer relationship management ecrm features are among the main factors contributing to. In addition to being available in pmc and pubmed, ijmsc is indexed in. Work must be of a quality and context that the editorial board think would be of interest to an international readership. The international journal of customer relationship marketing and management ijcrmm addresses critical success factors for crm implementation, activities that are affected by the use of crm programs, and consequent performance outcomes.
The role of ecommerce in electronic customer relationship management ecrm and the factors affecting it author. This paper analyzes the availability of electronic customer relationship management ecrm features on retail web sites and their relationship to consumer satisfaction and site traffic. Issue 6 2014 entrepreneurship and service innovation. International journal of innovation, creativity and change. Electronic customer relationship management ecrm is the implementation of etechnology or internetbased technology in order to attain customer relationship management crm objectives. The international journal of ms care participates in pubmed central pmc, a free electronic archive of fulltext biomedical and life sciences journal literature at the national library of medicine nlm.
Electronic crm e crm is the electronically delivered or managed subset of crm. International journal of astronomy and astrophysics scirp. The effect of customer relationship management crm on. According to forrester research 33, the total volume of global b2b and b2c ecommerce at the end of.
International journal of epidemiology oxford academic. The advancement in ict has forced banks into adopting electronic customer relationship management ecrm to improve the relationship with customers in order to increase profits, achieve customer satisfaction and loyalty. A framework for ecrm implementation in health service. Ijel serves as a forum to facilitate the international exchange of information on the current research, development, and practice of elearning in these sectors. International journal of systematic theology wiley. Newly published articles can be accessed in pmc soon after publication, along with older articles dating back to 2011. Although scholarship has discussed public relations as relationship management, the nexus between gives you wings or not. Internet technologies, ecrm capabilities, and performance.
Global journal of management and business research. The role of ecommerce in electronic customer relationship. Ijcrmm documents the role of crm in different sectors and industries and identifies marketing activities that are affected by its usage. Electronic customer relationship management performance ijeeee. Abstract full text pdf 192 kb full text html full text epub 169 kb open access article. More than that some firms adopted crm as a software application, but ecrm is not about technology or software rigby, 2002. Study the effects of customer service and product quality. The purpose of this paper is to link public relations to peacebuilding. Customer relationship management crm has become one of the key. International journal of engineering and innovative technology ijeit volume 4, issue 8, february 2015 21 b. The effect of customer relationship management crm on achieving competitive advantage of manufacturing tractor. International journal of eeducation, ebusiness, emanagement and elearning, vol.
This appendix provides an overview of ecrm and its associ. Research paper publishing, volume 2, issue 8, august 2011 edition keywords. International journal of computer assisted radiology and. Ijcsi international journal of computer science issues, vol. The core of ecrm is aligning business processes with customer strategies which supported with software and technology. International journal of astronomy and astrophysics ijaa is an international scientific journal dedicated to the publication and public discussion of high quality original research in all the fields of astrophysics and space sciences and related technology. In this paper, an attempt has been made to develop a comprehensive model for ecrm which will be helpful for the indian companies. International journal of educational development elsevier. Dr martin westerholm has relinquished his role as managing editor of the international journal of systematic theology. International journal of business and social science vol. Customer relationship building on the internet in b2b.
Social customer relationships management crm is a current business trend providing new channels of twoway communication with customers through social media sites, such as facebook, twitter etc. June 2011 166 customer relationship management and its relationship to the marketing performance dr. The availability of these features was then assessed for their. The international journal of ebusiness research has a unique position among journals. International journal of humanities and social science vol. Importance of e crm in health service industry customer relationship management crm is a customer focus business strategy for acquiring, retaining and increasing. The provision of other assurance services is a rapidly expanding and dynamic market, yet existing assurance research predominantly focuses on the audit of annual financial reports. International journal of electronic customer relationship management 2018 vol. An exploration of 123 articles published in ijecrm was. Electronic customer relationship management ecrm plays an important role in. Examining the combined effect of e crm and sensory. International journal of transitional justice oxford. The editors of the journal are deeply grateful for his thorough, diligent and unfailingly courteous discharge of a demanding and complex task, and for the care and insight which he devoted to the work of the journal over a period of more than five years.
Pros and cons in customer relationship management 351 e business can comprise a range of functions and services, ranging from the development of intranets and extranets to e service, the provision of services and tasks over the internet by application service providers. The aim of ijecrm is to provide an international forum and refereed reference in the field of electronic customer relationship management ecrm. Role of ecrm in indian banks international journal of. The effectiveness of the intelligence ecrm application in. International journal of educational research elsevier. Impact of electronic customer relationship management in. Electronic customer relationship management performance. Special issue june 2011 255 table 1 shows the different kinds of customer services in automotive industry khaksar et al. Provide a journal that reports research on topics that are of international significance across educational contexts. The selection features the best of ije including the most cited, most read, and top scoring altmetric ije. Issue 2 2014 service innovation in businesstobusiness firms. Effect of electroniccustomer relationship management ecrm on business organisations page 78 abuja journal of business and management v ol. International journal of customer relationship marketing. International journal of psychosocial rehabilitation.
Ijtj publishes in the growing field of transitional justice. Electronic crm ecrmis the electronically delivered or managed subset of crm. Ecrm, like any other it innovation, is not only technological. The top 100 specialty store, standard retail store, and internet retailer web sites were analyzed for the presence of 41 ecrm features. International journal of auditing wiley online library. International journal of electronic customer relationship. International journal of business and risk management. Maintaining personalized attention approach, managing database, creating customer value and appropriate retention strategies is the key for growth for banks in the present day scenario. The literature survey highlights the earlier research references in the area of electronic customer relationship management to augment the body of knowledge for this study. International journal of research in marketing, 263, 207. Guide for authors cardiovascular revascularization.
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