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Analysis of the Relationship Existing between Business Commercial Information Technologies
Abstract
The objective of this work is to analyse the importance of firms’ previous experience with different information technologies (Internet, EDI) in their implementation of e-CRM and B2B e-commerce. Moreover, we also study the role of e-CRM in B2B development. With this objective, we have analyzed 109 firms belonging to the IT sector. The results show that experience with IT such as EDI or the Internet has a direct influence on the use of e-CRM. There is also a direct and positive transmission of knowledge from e-CRM to B2B e-commerce, even though they have not yet been adopted intensively by firms. Firms need to be aware of the interrelations that exist between the different information technologies. The experience accumulated from using an IT can be considered an important aspect of organisational knowledge, which allows firms to obtain a number of benefits as a result of applying other IT that are complementary.
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