Electronic customer relationship management: Origin and opportunities

被引：4
|
作者：
Kabiraj, S [1 ]
机构：
[1] Indian Inst Informat Technol & Management, Gwalior, India
来源：
IEMC-2003: MANAGING TECHNOLOGICALLY DRIVEN ORGANIZATIONS: THE HUMAN SIDE OF INNOVATION AND CHANGE, PROCEEDINGS | 2003年
关键词：
D O I：
10.1109/IEMC.2003.1252320
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
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.
引用
收藏
页码：484 / 488
页数：5
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