Title :
Electronic customer relationship management: origin and opportunities
Author_Institution :
Indian Inst. of Inf. Technol. & Manage., Gwalior, India
Abstract :
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.
Keywords :
Web sites; customer relationship management; electronic commerce; electronic mail; telecommunication channels; CRM; Web text chat; customer service; eCRM; electronic CRM; electronic customer relationship management; electronic mail; multiple communication channels; online consumer; telephone; Application software; Consumer electronics; Customer relationship management; Customer service; Electronic mail; Human resource management; Marketing and sales; Marketing management; Software systems; Technology management;
Conference_Titel :
Engineering Management Conference, 2003. IEMC '03. Managing Technologically Driven Organizations: The Human Side of Innovation and Change
Print_ISBN :
0-7803-8150-5
DOI :
10.1109/IEMC.2003.1252320
