An Integrated Framework for Managing eCRM Evaluation Process
Electronic Customer Relationship Management (eCRM) has received a lot of attention from researchers and practitioners over the last decade. The main objectives of this paper are to determine the key eCRM evaluation issues and factors as well as to present an evaluation framework for eCRM from th...
| Main Authors: | , |
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| Format: | Journal Article |
| Published: |
Inderscience Enterprises Ltd
2007
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| Online Access: | http://www.inderscience.com/ijeb/ http://hdl.handle.net/20.500.11937/13619 |
| _version_ | 1848748393898180608 |
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| author | Lin, Chad Huang, Y. |
| author_facet | Lin, Chad Huang, Y. |
| author_sort | Lin, Chad |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Electronic Customer Relationship Management (eCRM) has received a lot of attention from researchers and practitioners over the last decade. The main objectives of this paper are to determine the key eCRM evaluation issues and factors as well as to present an evaluation framework for eCRM from the perspective of strategic alignment (Parker, 1996). The main contribution of this study is the development of an integrated eCRM evaluation framework that can be used to manage the eCRM evaluation process as well as to offer management with a more realistic insight into the impact of the eCRM on their business. |
| first_indexed | 2025-11-14T07:04:20Z |
| format | Journal Article |
| id | curtin-20.500.11937-13619 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T07:04:20Z |
| publishDate | 2007 |
| publisher | Inderscience Enterprises Ltd |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-136192017-02-28T01:34:35Z An Integrated Framework for Managing eCRM Evaluation Process Lin, Chad Huang, Y. electronic customer relationship management critical - success factors eCRM CSFs IT evaluation Electronic Customer Relationship Management (eCRM) has received a lot of attention from researchers and practitioners over the last decade. The main objectives of this paper are to determine the key eCRM evaluation issues and factors as well as to present an evaluation framework for eCRM from the perspective of strategic alignment (Parker, 1996). The main contribution of this study is the development of an integrated eCRM evaluation framework that can be used to manage the eCRM evaluation process as well as to offer management with a more realistic insight into the impact of the eCRM on their business. 2007 Journal Article http://hdl.handle.net/20.500.11937/13619 http://www.inderscience.com/ijeb/ Inderscience Enterprises Ltd restricted |
| spellingShingle | electronic customer relationship management critical - success factors eCRM CSFs IT evaluation Lin, Chad Huang, Y. An Integrated Framework for Managing eCRM Evaluation Process |
| title | An Integrated Framework for Managing eCRM Evaluation Process |
| title_full | An Integrated Framework for Managing eCRM Evaluation Process |
| title_fullStr | An Integrated Framework for Managing eCRM Evaluation Process |
| title_full_unstemmed | An Integrated Framework for Managing eCRM Evaluation Process |
| title_short | An Integrated Framework for Managing eCRM Evaluation Process |
| title_sort | integrated framework for managing ecrm evaluation process |
| topic | electronic customer relationship management critical - success factors eCRM CSFs IT evaluation |
| url | http://www.inderscience.com/ijeb/ http://hdl.handle.net/20.500.11937/13619 |