E-relationship marketing: Changes in traditional marketing as an outcome of electronic customer relationship management

Journal of Enterprise Information Management

Volumn 17, Issue 6, 2004, Pages 410-415

  Sue Scullin, Shannon ^a   Fjermestad, Jerry ^a   Romano, Nicholas C ^b  

^a NEW JERSEY INSTITUTE OF TECHNOLOGY   (United States)

^b OKLAHOMA STATE UNIVERSITY   (United States)

Author keywords

Customer relations; Electronic commerce; Relationship marketing

Indexed keywords

EID: 84986065206     PISSN: 17410398     EISSN: None     Source Type: Journal    
DOI: 10.1108/17410390410566698     Document Type: Article

References (20)

1. Allen, E. and Fjermestad, J. (2001), “E-commerce marketing strategies: an integrated framework and case analysis”, Logistics Information Management, Vol. 12 No. 1, pp. 14-23.
2. Berinato, S. (2002), “Heart of health-care change”, CIO Magazine, 15 June, pp. 89-94.
3. Cohn, M. (2002), “Best Buy beefs up customer value at the call center”, Internet World, June, pp. 42-3.
4. Deitel, H.M., Deital, P.J. and Steinbuhler, K. (2001), “e-customer relationship management”, in Ed. Horton, M. (Ed.), e-Business & e-Commerce for Managers, Prentice-Hill, Upper Saddle River, NJ, pp. 272-300.
5. Dyche, J. (2001), The CRM Handbook, Addison-Wesley, Boston, MA.
6. Gaines, S. (2002), “Customer interaction: Accenture+Teradata raise the bar”, Teradata, 2Q, p. 25, available at: www.teradatamagazine.com
7. McCall, J. (2002a), “CRM and content management: configured for success”, Integrated Solutions, June, pp. 96-8.
8. McCall, J. (2002b), “Put the ‘c’ in CRM”, Integrated Solutions, June, pp. 5-10.
9. Maselli, J. (2002), “How may I help you? Could mean so much more”, Informationweek.com, 18 March, p. 30, available at: www.informationweek.com
10. Maselli, J. and Colkin, E. (2002), “Couriers deliver customer service”, Informationweek.com, 3 June, p. 60, available at: www.informationweek.com
11. Mauriello, J. (2002), “Integration relieves call center hang-ups”, Integrated Solution, August, pp. 72-3.
12. Novo, J. (2003), “Turning customer data into profits with a spreadsheet”, available at: www.jimnovo.com/profiles.htm
13. Rigby, D.K., Reichheld, F.F. and Schefter, P. (2002), “Avoid the four perils of CRM”, Harvard Business Review, Vol. 80 No. 2, pp. 101-9.
14. Romano, N.C. and Fjermestad, J. (2002), “Electronic commerce customer relationship management: an assessment of research”, International Journal of Electronic Commerce, Vol. 6 No. 2, pp. 61-113.
15. Romano, N.C. and Fjermestad, J. (2003), “Electronic commerce customer relationship management: a research agenda”, Information Technology and Management, Vol. 4, pp. 233-58.
16. Rong, G., Wang, M. and Liao, S. (2001), “Building an eCRM analytical system with neural network”, Proceedings of the Seventh Annual Conference on Information Systems, Boston, MA.
17. Roussel-Dupre, S. (2002), “Taking an e-focus”, Integrated Solutions, June, pp. 40-6.
18. Stanton, W.J., Miller, K.E. and Layton, R.A. (1994), Fundamentals of Marketing, McGraw-Hill, Roseville, NSW.
19. Wells, M. (2002), “The perfect combo”, Forbes Magazine, April, pp. 226–8, available at: www.forbes.com/forbes/2002/0415/226.html
20. Greenberg, P.L. (2001), Capturing and Keeping Customers in Internet Real Time, McGraw-Hill, New York, NY.