IJSTR

International Journal of Scientific & Technology Research

IJSTR@Facebook IJSTR@Twitter IJSTR@Linkedin
Home About Us Scope Editorial Board Blog/Latest News Contact Us
CALL FOR PAPERS
AUTHORS
DOWNLOADS
CONTACT
QR CODE
IJSTR-QR Code

IJSTR >> Volume 4 - Issue 7, July 2015 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



The Effectiveness Of The Intelligence E-CRM Application In Enhancing Positive Customer Relationships

[Full Text]

 

AUTHOR(S)

Bashar Ahmed, M.L. Ben Maȃti, Badreddine Al Mohajir

 

KEYWORDS

Keywords: E-CRM, Intelligence, quantitative and qualitative methodologies, technology

 

ABSTRACT

Abstract—E-CRM (electronic customer relationship management) is a derivation from CRM techniques which influenced direct marketing technology and call Centre to promote massively created products and services to small sub-segments of market. When CRM techniques are incorporated in e-commerce environment it becomes E-CRM which involves building a strong and sustainable customer relationship by using Internet. It is a strategy which is purely based on Internet and software development, it requires to create essential integrated software suite to deal with all kinds of customer related issues like customer services, sales and marketing field support. The essential parts of E-CRM are to focus on building new customer base, segmentation of high valued customers, enhancing the profitability of existing customer and maximize the value and life of profitable customers.

 

REFERENCES

[1] Becker, S. A. (2008). Electronic commerce: Concepts, methodologies, tools and applications. Hershey PA: Information Science Reference.

[2] De, M. M. (2012). Information systems: Crossroads for organization, management, accounting and engineering; ItAIS: The Italian Association for Information Systems. Heidelberg: Physica-Verlag.

[3] Dyché, J. (2002). The CRM handbook: A business guide to customer relationship management .Boston: Addison Wesley.

[4] Franklin, M. (2012). Understanding research: Coping with the quantitative - qualitative divide. New York: Routledge.

[5] Huddleston, L. (2011). A Case Study with an Identified Bully: Policy and Practice Implications.(Western Journal of Emergency Medicine.)eScholarship, University of California.

[6] Pierre Hadaya and Luc Cassivi (2009) Collaborative e-product development and product innovation in a demand-driven network: the moderating role of eCRM. Electronic Markets 19(2-3) 71-87

[7] Reichheld, F.F., Markey, R.G., Hopton, C., 2000. E-customer loyalty-applying the traditional rules of business for online success. European Business Journal, 12 (4): 173–180

[8] Simon, A. R., & Shaffer, S. L. (2001). Data warehousing and business intelligence for e-Commerce .San Francisco: Morgan Kaufmann.

[9] Woodcock, N., Stone, M., & Foss, B. (2003). The customer management scorecard: Managing CRM for profit. London: Kogan Page.