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Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

A Comparison of CRM Implementation Across Internet and Wireless Channels

A Comparison of CRM Implementation Across Internet and Wireless Channels
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Author(s): Susy S. Chan (DePaul University, Chicago, USA) and Jean Lam (IBM, USA)
Copyright: 2003
Pages: 2
Source title: Information Technology & Organizations: Trends, Issues, Challenges & Solutions
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-066-0.ch298
ISBN13: 9781616921248
EISBN13: 9781466665330

Abstract

This research-in-progress paper outlines our current research in comparing the deployment of customer relationship management (CRM) features on the wired and mobile Internet. Our study examines the current practice of 15 selected e-commerce sites. From this research, we expect to identify strategies and research questions regarding cross-channel coordination of CRM services, content mapping, and interface design.

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