Customer relationship management (CRM) in business-to-business (B2B) e-commerce

Information Management and Computer Security

Volumn 11, Issue 1, 2003, Pages 39-44

  Zeng, Yun E ^a   Joseph Wen, H ^b   Yen, David C ^a  

^a MIAMI UNIVERSITY   (United States)

^b ILLINOIS STATE UNIVERSITY   (United States)

Author keywords

Business to business marketing; Customer satisfaction; Electronic commerce; Management

Indexed keywords

COMPETITIVE INTELLIGENCE; COSTS; CUSTOMER SATISFACTION; MARKETING; SALES; TAXATION;

CUSTOMER RELATIONSHIP MANAGEMENT (CRM);

ELECTRONIC COMMERCE;

EID: 0037592642     PISSN: 09685227     EISSN: None     Source Type: Journal    
DOI: 10.1108/09685220310463722     Document Type: Article

References (8)

1. Beardi, C. (2001), "CRM shooting holes in the hype", Advertising Age, Vol. 72 No. 16, pp. 1-3.
2. Colgate, M.R. and Danaher, P.J. (2000), "Implementing a customer relationship strategy: the asymmetric impact of poor versus excellent execution", Journal of the Academy of Marketing Science, Vol. 28 No. 3, pp. 375-87.
3. Davenport, T.H., Harris, J.G. and Kohli, A.K. (2001), "How do they know their customers so well?", MIT Sloan Management Review, Vol. 42 No. 2, pp. 63-73.
4. Drucker, D. (2000), "Online customer support doesn't come in a wrapper - Eddie Bauer, USA Group and others find truly integrated CRM to be a technical and organizational challenge", Internetweek, June, pp. 14-17.
5. Frook, J.E. (2001a), "Lockheed blends three companies into one Web site", B to B, Vol. 86 No. 10, pp. 15-20.
6. Frook, J.E. (2001b), "Study cites best of the best in CRM", B to B, Vol. 86 No. 9, pp. 14-18.
7. Michel, R. (2000), "Integration goes B2B", Manufacturing Systems, August, pp. 42-51.
8. Yang, J. and Papazoglou, M.P. (2000), "Interoperation support for electronic business", Communications of the ACM, Vol. 43 No. 6, pp. 39-47.