An Evaluation Framework for Electronic Customer Relationship Management (eCRM)
In order to become more efficient and effective in delivering products and services to customers, organizations have forced themselves to rethink the ways in which they build relationships with their customers by initiating electronic customer relationship management projects. However, inappropriate...
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| Other Authors: | |
| Format: | Conference Paper |
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Australasian Chapter of the Association for Information Systems
2005
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| Online Access: | http://depts.it.uts.edu.au/is/ACIS2005/index.php4 http://hdl.handle.net/20.500.11937/35196 |
| _version_ | 1848754430160142336 |
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| author | Lin, Chad Liu, Y. |
| author2 | Bruce Campbell |
| author_facet | Bruce Campbell Lin, Chad Liu, Y. |
| author_sort | Lin, Chad |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | In order to become more efficient and effective in delivering products and services to customers, organizations have forced themselves to rethink the ways in which they build relationships with their customers by initiating electronic customer relationship management projects. However, inappropriate electronic customer relationship management (eCRM) decision-making and implementation can result in multi-million dollar losses, which can translate into a loss of competitiveness and thus jobs. The costs associated with such losses are invariably passed on to the customer. Therefore, this research aims to develop an evaluation model that can be used to assess the extent of benefits and costs associated of eCRM so as to offer management with a more realistic insight about the impact of their investment on their business. |
| first_indexed | 2025-11-14T08:40:17Z |
| format | Conference Paper |
| id | curtin-20.500.11937-35196 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:40:17Z |
| publishDate | 2005 |
| publisher | Australasian Chapter of the Association for Information Systems |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-351962022-10-20T06:10:13Z An Evaluation Framework for Electronic Customer Relationship Management (eCRM) Lin, Chad Liu, Y. Bruce Campbell Jim Underwood Deborah Bunker Electronic CRM Evaluation framework Benefits realization Investment evaluation In order to become more efficient and effective in delivering products and services to customers, organizations have forced themselves to rethink the ways in which they build relationships with their customers by initiating electronic customer relationship management projects. However, inappropriate electronic customer relationship management (eCRM) decision-making and implementation can result in multi-million dollar losses, which can translate into a loss of competitiveness and thus jobs. The costs associated with such losses are invariably passed on to the customer. Therefore, this research aims to develop an evaluation model that can be used to assess the extent of benefits and costs associated of eCRM so as to offer management with a more realistic insight about the impact of their investment on their business. 2005 Conference Paper http://hdl.handle.net/20.500.11937/35196 http://depts.it.uts.edu.au/is/ACIS2005/index.php4 Australasian Chapter of the Association for Information Systems restricted |
| spellingShingle | Electronic CRM Evaluation framework Benefits realization Investment evaluation Lin, Chad Liu, Y. An Evaluation Framework for Electronic Customer Relationship Management (eCRM) |
| title | An Evaluation Framework for Electronic Customer Relationship Management (eCRM) |
| title_full | An Evaluation Framework for Electronic Customer Relationship Management (eCRM) |
| title_fullStr | An Evaluation Framework for Electronic Customer Relationship Management (eCRM) |
| title_full_unstemmed | An Evaluation Framework for Electronic Customer Relationship Management (eCRM) |
| title_short | An Evaluation Framework for Electronic Customer Relationship Management (eCRM) |
| title_sort | evaluation framework for electronic customer relationship management (ecrm) |
| topic | Electronic CRM Evaluation framework Benefits realization Investment evaluation |
| url | http://depts.it.uts.edu.au/is/ACIS2005/index.php4 http://hdl.handle.net/20.500.11937/35196 |