Electronic customer relationship management: An introduction

This volume of Advances in Management Information Systems (AMIS) underscores the growing importance of customer relationship management (CRM) in information systems (IS) practice and research, as evidenced over the past decade in conferences, journals, and practitioner publications. This introduction does more than just outline the chapters included in the volume; it surveys the state of research on CRM. Thus, we revisit and extend the series of articles the editors authored on CRM as a subfield of the IS discipline to explore whether or not it has matured or languished with the passage of time. We present evidence of continued growth of IS research into CRM up to this point, and then we introduce the chapters within this volume that illustrate the advances made and the issues and challenges that remain in the subfield for further study. We believe that this volume of AMIS sets the stage for continued research for some time to come.