Type

Journal Article

Authors

Aileen Kennedy

Subjects

Business

Topics
competitive advantage information technology customer relationship management marketing customer service marketing opportunities electronic ecr

Electronic Customer Relationship Management (eCRM): Opportunities and Challenges in a Digital World (2006)

Abstract Electronic customer relationship management (eCRM) is seen to arise from the consolidation of traditional CRM with the e-business applications marketplace and has created a flurry of activity among companies. ECRM is the proverbial double-edge sword, presenting both opportunities and challenges for companies considering its adoption and implementation. This challenges companies considering its adoption and implementation. This paper explores the marketing opportunities eCRM creates for companies such as enhanced customer interactions and relationships as well as personalisation options, all of which are potential sources of competitive advantage. It also explores the challenges confronting companies implementing eCRM such as managing an on-line channel, date integration issues and information technology (IT) architecture challenges. Directions for future research are also suggested.
Collections Ireland -> TU Dublin -> College of Business
Ireland -> Dublin Institute of Technology -> Colleges
Ireland -> Dublin Institute of Technology -> Articles
Ireland -> TU Dublin -> Colleges
Ireland -> TU Dublin -> School of Marketing
Ireland -> Dublin Institute of Technology -> College of Business
Ireland -> Dublin Institute of Technology -> School of Marketing
Ireland -> TU Dublin -> Articles

Full list of authors on original publication

Aileen Kennedy

Experts in our system

1
Aileen Kennedy
Dublin City University
Total Publications: 32