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HON 499: Spring 2017 Professor Moon's Library Instruction (Dr. Duncan): EP


e-articles from Business Source Complete


Electronic Customer Relationship Management: Opportunities and Challenges of Digital World.
Rad, Hamid Sadeghi1
Ghorabi, Mojtaba2
Rafiee, Mahdi3
Rad, Vahid Sadeghi4
International Journal of Management, Accounting & Economics. Jun2015, Vol. 2 Issue 6, p609-619. 11p.
Document Type:
Subject Terms:
*Customer relations -- Management
*Electronic commerce
Digital technology
Author-Supplied Keywords:
Electronic customer relationship management (ECRM)
NAICS/Industry Codes:
454111 Electronic Shopping
454110 Electronic shopping and mail-order houses
Management information systems (MIS) considerably changed business processes. According to this, Electronic customer relationship management (ECRM) emerged in conjunction with evolution of traditional customer relationship management in e-business contexts. In an analogy, Electronic customer relationship management is similar to a double-edged sword i.e. it provides some opportunities for the system performers, on one side; and challenges the firms, on the other side. In this paper we are seeking for marketing opportunities such as better communication and interactions with customers as well as created choices regarding any customer data storage that ECRM offered as a potential source to benefit from firms' competitive advantages. On the other hand, it studies the challenges including on-line channel management as well as integrating data and issues related to information technology architecture firms encounter in implementing ECRM.