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A Conceptual Framework for Electronic Customer Relationship Management (e-CRM): A Strategic Approach

A Conceptual Framework for Electronic Customer Relationship Management (e-CRM): A Strategic Approach
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Author(s): Forough Karimi (University of Tehran, Iran) and Reza Sarkhosh (University of Tehran, Iran)
Copyright: 2006
Pages: 3
Source title: Emerging Trends and Challenges in Information Technology Management
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59904-019-6.ch193
ISBN13: 9781616921286
EISBN13: 9781466665361

Abstract

Electronic customer relationship management is one of the most challenging approaches. This is because of there is no accepted and general definition for it, and also most firms have only a technologic view of it. The purpose of this paper is giving a definition for e-CRM and by giving a conceptual framework which is based on Porter value chain, e-CRM would be divided into smaller and manageable activities so then competitive position would be achieved. In addition, firms and customers can have a more effective and efficient relationship to gain maximum value, which leads to gaining competitive advantage for the firms.

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