Electronic Customer Relationship Management: Opportunities and Challenges of Digital World
Publish place: International Journal of Management, Accounting and Economics (IJMAE)، Vol: 2، Issue: 6
Publish Year: 1394
Type: Journal paper
Language: English
View: 470
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Document National Code:
JR_IJMAE-2-6_010
Index date: 5 September 2016
Electronic Customer Relationship Management: Opportunities and Challenges of Digital World abstract
Management information systems (MIS) considerably changed businessprocesses. According to this, Electronic customer relationship management(ECRM) emerged in conjunction with evolution of traditional customerrelationship management in e-business contexts. In an analogy, Electroniccustomer relationship management is similar to a double-edged sword i.e. itprovides some opportunities for the system performers, on one side; andchallenges the firms, on the other side. In this paper we are seeking formarketing opportunities such as better communication and interactions withcustomers as well as created choices regarding any customer data storage thatECRM offered as a potential source to benefit from firms’ competitiveadvantages. On the other hand, it studies the challenges including on-linechannel management as well as integrating data and issues related toinformation technology architecture firms encounter in implementing ECRM.
Electronic Customer Relationship Management: Opportunities and Challenges of Digital World Keywords:
E-business , Electronic customer relationship management (ECRM)
Electronic Customer Relationship Management: Opportunities and Challenges of Digital World authors
Hamid Sadeghi Rad
Dean of Tax Applied Sciences University, Mashhad, Iran
Mojtaba Ghorabi
Department of Management, Neyshabur Branch, Islamic Azad University, Neyshabur, Iran
Mahdi Rafiee
Invited Lecturer, Tax Applied Sciences University, Mashhad, Iran
Vahid Sadeghi Rad
Department of Islamic Jurisprudence and Law, Mashhad Branch, IslamicAzad University, Mashhad, Iran