E-CRM development method for e-commerce system owned by small medium enterprises

Author

Moertini, Veronica S. ; Ibrahim, Niko ; Verliyantina

Author_Institution

Inf. Dept., Parahyangan Catholic Univ., Bandung, Indonesia

fYear

2014

fDate

19-21 Aug. 2014

Firstpage

46

Lastpage

51

Abstract

While it is known that to promote business success, e-commerce systems must be supported by effective e-CRM (Electronic Customer Relationship Management), our survey results indicate that Indonesian e-commerce systems owned by SMEs have not provided effective-intelligent e-CRM services. In this paper, we propose an evolutionary e-CRM development method suitable for SMEs that include activities of enhancing the existing e-commerce systems to capture more needed data, data ware house development and e-CRM application development. The method has been being implemented in a case study firm and we find that it is applicable.

Keywords

customer relationship management; data warehouses; electronic commerce; small-to-medium enterprises; Indonesian e-commerce systems; SMEs; data ware house development; e-CRM application development; electronic customer relationship management; evolutionary e-CRM development method; small medium enterprises; Automation; Customer relationship management; Data mining; Data warehouses; Databases; Electronic mail; Electronic Customer Relationship Management in e-Commerce; Evolutionary Development Methodology;

fLanguage

English

Publisher

ieee

Conference_Titel

Technology, Informatics, Management, Engineering, and Environment (TIME-E), 2014 2nd International Conference on

Conference_Location

Bandung

Print_ISBN

978-1-4799-4806-2

Type

conf

DOI

10.1109/TIME-E.2014.7011590

Filename

7011590