Impact of the Internet and Web 2.0 on Customer Relationship Management (CRM), Supply Chain Management (SCM) and Marketing

The advent of information technology and Internet has imposed major changes in the businesses processes. Large part of operational decisions in supply chain management and customer relationship management are being affected by information provided by the customer based on their demands. Electronic supply chain management with the help of e-commerce and information technology could have an enormous impact on the industries of industrial countries and increase profitability and bring customer satisfaction.Social media as the most important communication tools of cyberspace have influenced the world of business and marketing. Social networks are not only in terms of access to individuals, but also it is of critical importance to obtain valuable information about the willingness and unwillingness towards goods and various products. The face of an organization is determined by its online presence. Online benchmarks offer the opportunity to ensure that you’re always moving forward. The aim of this paper and research was to study the effect of the internet and Web2.0 on some of the pillars of business and create new concepts of marketing such as electronic customer relationship management (e-CRM), electronic supply chain management (e-SCM) and Marketing2.0.

Keywords:

e-SCM , e-CRM , Social Media , Web 2.0 , Marketing 2.0