THE ROLE OF IT IN ESTABLISHING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)

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JARAHI M.H.; ARDAKANI S.; ZAREIAN M.

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Journal: Roshd-e-Fanavari Year:2010 | Volume:6 | Issue:21 Page(s): 49-59

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Title

THE ROLE OF IT IN ESTABLISHING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)

Author(s)

JARAHI M.H. | ARDAKANI S. | ZAREIAN M. | Issue Writer Certificate

Keywords

INFORMATION TECHNOLOGYQ2

CUSTOMER RELATIONSHIP MANAGEMENTQ4

ELECTRONIC MARKETINGQ2

THE INTERNETQ4

Abstract

Emergence of new technologies such as INFORMATION TECHNOLOGY has extensive and profound effects on different dimensions of organization. One of these Dimensions is CUSTOMER RELATIONSHIP MANAGEMENT (CRM). "INFORMATION TECHNOLOGY" is one of the main aspects of CRM. The application of IT in CRM makes it necessary to make a new concept that is called "Electronic CUSTOMER RELATIONSHIP MANAGEMENT (eCRM)". The purposes of this article are as follows; first, Survey eCRM into multilateral dimension, second, expressing development in traditional CRM and third, studying differences between CRM and eCRM, and last but not the least is recognizing the definition, characteristics and status of eCRM. Next step will be considering the various uses of IT in CRM and presenting opportunities in CRM that provide through IT. Then it come to expressing the simple implementation of eCRM, along with the essential points. In addition, challenges and threats of eCRM and errors in its implementation are discussed. Next part is a review of a successful implementation case of eCRM. At the end, trends and future perspectives of Ecrm are explored.

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APA: Copy

JARAHI, M.H., ARDAKANI, S., & ZAREIAN, M.. (2010). THE ROLE OF IT IN ESTABLISHING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM). ROSHD-E-FANAVARI, 6(21), 49-59. SID. https://sid.ir/paper/144961/en

Vancouver: Copy

JARAHI M.H., ARDAKANI S., ZAREIAN M.. THE ROLE OF IT IN ESTABLISHING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM). ROSHD-E-FANAVARI[Internet]. 2010;6(21):49-59. Available from: https://sid.ir/paper/144961/en

IEEE: Copy

M.H. JARAHI, S. ARDAKANI, and M. ZAREIAN, “THE ROLE OF IT IN ESTABLISHING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM),” ROSHD-E-FANAVARI, vol. 6, no. 21, pp. 49–59, 2010, [Online]. Available: https://sid.ir/paper/144961/en

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