Electronic customer relationship management (E-CRM) and its performance, challenges and solutions

Document Type : Review Article

Authors

1 Department of Management, Zanjan Branch, Islamic Azad University, Zanjan, Iran

2 Department of Management, Marketing, Sufi Razi Non-Profit Higher Education Institute, Zanjan, Iran

Abstract

The purpose of this study is to study electronic customer relationship management (E-CRM) and its performance. In this research, using the findings of previous research and the information available in databases, the information required for the research has been collected by secondary study method, so that electronic customer relationship management can be analysed by review-analytical method. The results of the present study show that e-customer relationship management is one of the requirements of today's world organizations and is one of the pillars of customer acquisition and retention and profitability for companies and the organizations.

Keywords

Main Subjects


Alhaiou, T., Irani, Z. & Maged, A. (2009). The Relationship between E-CRM Implementation and E-Loyalty at Different Stages of Transaction Cycle: A Conceptual Framework and Hypothesis. European and Mediterranean Conference on Information Systems. Izmir, Turkey, (CD-Proceedings), 1-238.
Alhaiou, T. & Irani, Z. (2011). An empirical study on the relationship between ECRM features and eloyalty on mobile phone websites in UK. The Eurasia Business and Economic Society (EBES) Conference – Istanbul.
Anumala, (2007). Benefits of E-CRM for banks and their customers. lulea university. Master Thesis. 1-73
Asgari, N. & Heidari, H. (2015). Introducing a model of influencing factors of customer's trust and satisfaction in E-commerce area (Case study: Group discount sites in Iran). Journal of information technology management, 7(3), 655-674.
Blery, E.K & Michalakopoulos, M.G (2006). An E-CRM application in the telecommunications sector: A case study from Greece. Euromed journal of business, 1(2), 5-14.
Bhattacherjee, A. (2001). Understanding information systems continuance: an Expectation confirmation model. MIS Quarterly, 25(3), 351-370.
Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Bussiness Pross Management Journal, 9(5), 592-602.
Dziugas M. & Kirsi, V. (2004). The Challenges of Implementing the Electronic Customer Relationship. Lappeenranta University of technology, Finland.
Falvian, C., Guinaliu, M. & Torres, E. (2005). The Influence of Corporate Image on Consumer Trust. Internet Research, 15(4), 447-470.
Fathian, M. & Hosseini, M. (2014). Investigating the Impact of Virtual Communities on Furtherance of Customers’ Buying Behavior. Journal of information technology management, 6(3), 435-454.
Feinberg, R., Kadam, R., Hokama, L. & Kim, I. (2002). The state of electronic customer relationship management in retailing. International Journal of Retail & Distribution Management, 30(10), 470-481.
Haghighi, M., Sarafi, A. & Alavi, M. (2008). A model for customer loyalty in markets. Journal of management Knowledge, 20(79), 15-30.
Hasan, H. & Tibbits, H.R. (2000). Strategic management of electronic commerce: an adaptation of the balanced scorecard. Internet Research: Electronic Networking Applications and Policy, 10(5), 439-450.
Kellen, V. (2002). CRM measurement frameworks. Available at: www.kellen.net.
Khalifa, M. & Shen, K.N. (2005). Effects of electronic customer relationship management on customer satisfaction: A temporal model. In System Sciences, HICSS'05, Proceedings of the 38th Annual Hawaii International Conference o, IEEE.
Khalifa, M. & Shen, K.N. (2009). Modelling electronic customer relationship management success: functional and temporal considerations. Behavior & Information Technology, 28(4), 373-387.
Kim, H.S., Kim, Y.G. & Park, Ch. W. (2010). Integration of firm’s resource and capability to implement enterprise: A case study of a retail bank in Korea. Decision Support System, 48, 314-322.
Kubina, M. & Lendel,V. (2015). Successful Application of Social CRM in the Company. Procedia Economics and Finance, 29, 1190-1194.
Light, B. (2003). CRM Packaged software: a study of organizational experiences. Business Process Management Journal, 9(5), 603-616.
Liu, X., He, M., Gao, F. & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management, 36(11), 919-940.
Liu, Ch., Tseng, H., Chuang, I. & Huang, Ch. (2012). A Study of the Impact of the E-CRM Perspective on Customer Satisfaction and Customer Loyalty-Exemplified by Bank Journal of Economics and Behavioral Studies, 8(4), 467-476.
Mahdavi, I., Cho, N., Shirazi, B. & Sahebjamnia, N. (2008). Designing evolving user profile in E-CRM with dynamic clustering of Web documents. Data & Knowledge Engineering, 65(2), 355-372.
Navimipour, N.J. & Soltani, Z. (2016). The impact of cost, technology acceptance and employees' satisfaction on the effectiveness of the electronic customer relationship management systems. Computers in Human Behavior, 55, 1052-1066.
Otim, S.M. & Grover, V. (2006). An empirical study on Web-based services and customer loyalty. European Journal of Information Systems, 15(6), 527-541.
Posselt, T. & Gerstner, E. (2005). Pre‐sale vs. Post‐sale e‐satisfaction: Impact on repurchase intention and overall satisfaction. Journal of Interactive Marketing, 19(4), 35-47.
Romano, N.C. & Fjermestad, J. (2003). Electronic commerce customer relationship management: a research agenda. Information Technology and Management, 4 (2/3), 233-258.
Ross, D. (2005). E-CRM from a supply Chain management perspective. Information Systems Management, 4(1), 132–146.
Seeman, E.D. & O'Hara, M. (2006). Customer relationship management in higher education: Using information systems to improve the student‐school relationship. Campus-Wide Information Systems, 23(1), 24-34.
Wang, Y.S. & Liao, Y.W. (2007). The conceptualization and measurement of m-commerce user satisfaction. Computers in human behavior, 23(1), 381-398.
Wu, I.L. & Hung, Ch. Y. (2009). A strategy-based process for effectively determining system requirements in E-CRM Development. Information & Software Technology, 51(9), 1308-1318.
Volume 1, Issue 3
September 2018
Pages 33-50
  • Receive Date: 10 June 2018
  • Revise Date: 18 July 2018
  • Accept Date: 13 August 2018