Electronic customer relationship management

Nicholas C. Romano, Jerry Fjermestad

Research output: Book/ReportBook

2 Scopus citations


This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.

Original languageEnglish (US)
PublisherTaylor and Francis
Number of pages210
ISBN (Electronic)9781315704883
ISBN (Print)9780765613271
StatePublished - May 15 2015

All Science Journal Classification (ASJC) codes

  • Economics, Econometrics and Finance(all)
  • General Business, Management and Accounting


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