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. Hisham sayed soliman lecturer department of business management faculty of commerce cairo university abstract purpose. The international journal of educational research publishes research manuscripts in the field of education. Challenges and success factors of crm and ecrm among selected fmcg in nigeria. Google scholar cross ref brady, m saren, m and tzokas, n. 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. Work must be of a quality and context that the editorial board think would be of interest to an international readership. June 2011 166 customer relationship management and its relationship to the marketing performance dr. Role of ecrm in indian banks international journal of. Ijel serves as a forum to facilitate the international exchange of information on the current research, development, and practice of elearning in these sectors. The aim of ijecrm is to provide an international forum and refereed reference in the field of electronic customer relationship management ecrm. This article proposed a framework that guides research based on banks, customers and markets issues. International journal of transitional justice oxford.
The role of ecommerce in electronic customer relationship. Customer relationship building on the internet in b2b. Customer relationship management crm has become one of the key. This paper aims at exploring the theoretical foundations. International journal of electronic commerce 9 slower than the rate of increase in the number of internet users 26.
International journal of electronic customer relationship management 2018 vol. The paper focuses on the objectives, techniques and benefits pertaining to ecrm in indian banking sector. Dr martin westerholm has relinquished his role as managing editor of the international journal of systematic theology. Issue 6 2014 entrepreneurship and service innovation. Although scholarship has discussed public relations as relationship management, the nexus between gives you wings or not. 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. 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. Issue 2 2014 service innovation in businesstobusiness firms. Ecrm, like any other it innovation, is not only technological. Ijcsi international journal of computer science issues, vol. 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.
Research paper publishing, volume 2, issue 8, august 2011 edition keywords. Electronic customer relationship management e crm is the implementation of etechnology or internetbased technology in order to attain customer relationship management crm objectives. Provide a journal that reports research on topics that are of international significance across educational contexts. Integrating information technology into marketing practicethe it reality of contemporary marketing practice.
Examining the combined effect of e crm and sensory. 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. An exploration of 123 articles published in ijecrm was. Ijcrmm documents the role of crm in different sectors and industries and identifies marketing activities that are affected by its usage. International journal of eeducation, ebusiness, emanagement and elearning, vol.
Special issue june 2011 255 table 1 shows the different kinds of customer services in automotive industry khaksar et al. The effect of customer relationship management crm on achieving competitive advantage of manufacturing tractor. 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. International journal of computer assisted radiology and. 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. Importance of e crm in health service industry customer relationship management crm is a customer focus business strategy for acquiring, retaining and increasing. More than that some firms adopted crm as a software application, but ecrm is not about technology or software rigby, 2002.
Abstractecrm electronic customer relationship management is a derivation from crm techniques. International journal of enterprise information systems, 102, 6280. International journal of academic research in accounting, finance and management sciences volume 2, issue 3 2012 issn. The availability of these features was then assessed for their. Electronic customer relationship management performance. Electronic customer relationship management ecrm plays an important role in. International journal of engineering and innovative technology ijeit volume 4, issue 8, february 2015 21 b. Guide for authors cardiovascular revascularization. The top 100 specialty store, standard retail store, and internet retailer web sites were analyzed for the presence of 41 ecrm features.
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. International journal of educational development elsevier. The ecrm implementation forms are depending on the organizations objectives. However, to encourage research on these emerging areas of assurance, we call for researchers to examine other assurance services. International journal of business and risk management. Ijtj publishes in the growing field of transitional justice. International journal of electronic customer relationship. Effect of electroniccustomer relationship management ecrm on business organisations page 78 abuja journal of business and management v ol. The effectiveness of the intelligence ecrm application in. 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. The relationship between ecrm and customer loyalty business. 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. Customer relationship management crm processes from. As what is encompassed by ecommerce differs widely among estimators and prognosticators, so do their estimates and forecasts.
Exploring the impact of viewers responsibility attribution and. Internet technologies, ecrm capabilities, and performance. Importance of ecrm in health service industry customer relationship management crm is a customer focus business strategy for acquiring, retaining and increasing. International journal of eeducation, ebusiness, emanagement and. The international journal of human resource management. International journal of business and risk management issn print. 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. International journal of epidemiology oxford academic. International journal of psychosocial rehabilitation. According to forrester research 33, the total volume of global b2b and b2c ecommerce at the end of. This appendix provides an overview of e crm and its associ.
International journal of astronomy and astrophysics scirp. It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises smes and larger enterprises in a customer relationship. Abstract full text pdf 192 kb full text html full text epub 169 kb open access article. The effect of customer relationship management crm on.
In this paper, an attempt has been made to develop a comprehensive model for ecrm which will be helpful for the indian companies. He began his career with seven years in consultancy including three years at pe international, working with companies to. The core of ecrm is aligning business processes with customer strategies which supported with software and technology. A framework for ecrm implementation in health service. The role of ecommerce in electronic customer relationship management ecrm and the factors affecting it author. Effects of ecrm on customer bank relationship quality and. The selection features the best of ije including the most cited, most read, and top scoring altmetric ije.
Electronic crm ecrmis the electronically delivered or managed subset of crm. Study the effects of customer service and product quality. International journal of systematic theology wiley. It arises from the consolidation of traditional crm with the ebusiness applications marketplace and covers the broad range of information technologies used to support a companys crm strategy. Global journal of management and business research. 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. 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. Aspects of development with which the journal is concerned include economic growth and poverty reduction.
Electronic crm e crm is the electronically delivered or managed subset of crm. Jason wermers, managing editor, cardiovascular revascularization medicine, washington hospital center 110 irving street, nw, suite 4b1 washington, dc 20010 tel. 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 ebusiness research has a unique position among journals. Introduction customer relationship management crm is about identifying a companys best customers and maximising the value from them by satisfying and. 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. Discover the topquality epidemiological research from the international journal of epidemiology. Despite the large number of customer relationship marketing crm applications currently in use on the internet, there is a lack of an organizing structure. International journal of innovation, creativity and change. Discover the new international journal of epidemiology special issue highlighting mendelian randomization research. Newly published articles can be accessed in pmc soon after publication, along with older articles dating back to 2011. Electronic customer relationship management performance ijeeee. This appendix provides an overview of ecrm and its associ. Impact of electronic customer relationship management in.
Electronic consumer relationship management ecrm features are among the main factors contributing to. International journal of auditing wiley online library. The purpose of this paper is to link public relations to peacebuilding. This paper presents a 3x3 typology of ecrm practices, with particular focus on businesstobusiness interactions. The state of electronic customer relationship management. International journal of educational research elsevier. Effect of electroniccustomer relationship management e.
It is one of the vastest innovations that organizations employ as a customeroriented business strategy, and includes redesigning activities and reengineering processes 7. International journal of customer relationship marketing. The influence of ecrm capability and coinformation sharing activity on product competitiveness and marketing performance of small and mediumsized enterprises. International journal of business and social science vol. Effect of electroniccustomer relationship management e crm on business organisations page 78 abuja journal of business and management v ol. In addition to being available in pmc and pubmed, ijmsc is indexed in. International journal of humanities and social science vol.
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