Investigating factors affecting adoption of eCRM in the Australian service industry
© 2015 by IGI Global. All rights reserved. In order to grow and survive in a highly competitive market like the service industry, Electronic Customer Relationship Management (eCRM) has become a popular tool for Australian service organizations to attract, manage, and enhance customer relationships....
| Main Authors: | , |
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| Format: | Book Chapter |
| Published: |
IGI Global
2015
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| Online Access: | http://hdl.handle.net/20.500.11937/31022 |
| _version_ | 1848753259231051776 |
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| author | Lin, Chad Jalleh, Geoffrey |
| author_facet | Lin, Chad Jalleh, Geoffrey |
| author_sort | Lin, Chad |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | © 2015 by IGI Global. All rights reserved. In order to grow and survive in a highly competitive market like the service industry, Electronic Customer Relationship Management (eCRM) has become a popular tool for Australian service organizations to attract, manage, and enhance customer relationships. However, due to increased competition and decreased product/services marketing cycle time, managing and building customer relationships have become a challenge for most service organizations. Ineffective eCRM adoption process can result in financial losses for the organizations. Hence, case studies are conducted to identify and examine potential IT costs and risk factors involved in the adoption of eCRM projects. The findings in the chapter provide senior executives with a more realistic insight into dealing with issues and challenges arising from the adoption of eCRM. |
| first_indexed | 2025-11-14T08:21:40Z |
| format | Book Chapter |
| id | curtin-20.500.11937-31022 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:21:40Z |
| publishDate | 2015 |
| publisher | IGI Global |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-310222017-09-13T15:11:56Z Investigating factors affecting adoption of eCRM in the Australian service industry Lin, Chad Jalleh, Geoffrey © 2015 by IGI Global. All rights reserved. In order to grow and survive in a highly competitive market like the service industry, Electronic Customer Relationship Management (eCRM) has become a popular tool for Australian service organizations to attract, manage, and enhance customer relationships. However, due to increased competition and decreased product/services marketing cycle time, managing and building customer relationships have become a challenge for most service organizations. Ineffective eCRM adoption process can result in financial losses for the organizations. Hence, case studies are conducted to identify and examine potential IT costs and risk factors involved in the adoption of eCRM projects. The findings in the chapter provide senior executives with a more realistic insight into dealing with issues and challenges arising from the adoption of eCRM. 2015 Book Chapter http://hdl.handle.net/20.500.11937/31022 10.4018/978-1-4666-6547-7.ch002 IGI Global restricted |
| spellingShingle | Lin, Chad Jalleh, Geoffrey Investigating factors affecting adoption of eCRM in the Australian service industry |
| title | Investigating factors affecting adoption of eCRM in the Australian service industry |
| title_full | Investigating factors affecting adoption of eCRM in the Australian service industry |
| title_fullStr | Investigating factors affecting adoption of eCRM in the Australian service industry |
| title_full_unstemmed | Investigating factors affecting adoption of eCRM in the Australian service industry |
| title_short | Investigating factors affecting adoption of eCRM in the Australian service industry |
| title_sort | investigating factors affecting adoption of ecrm in the australian service industry |
| url | http://hdl.handle.net/20.500.11937/31022 |