Customer Relationship Management on Internet and Mobile Channels: An Analytical Framework and Research Directions

Customer Relationship Management on Internet and Mobile Channels: An Analytical Framework and Research Directions

Susy S. Chan (DePaul University, USA) and Jean Lam (IBM, USA)
Copyright: © 2004 |Pages: 31
DOI: 10.4018/978-1-59140-566-5.ch001
OnDemand PDF Download:
$37.50

Abstract

The Internet has served as an effective channel for companies to build and manage relationships with customers. The mobile channel, emerging from the convergence of wireless communications and the mobile Web, promises to deliver additional support to meet consumer needs. This chapter examines features of customer relationship management (CRM) as implemented on the Internet (eCRM) and the mobile channel (mCRM) from the customer’s perspective. It further explores how companies can better coordinate their CRM strategies between these two channels to support e-commerce customers. We propose an analytical framework to examine the current eCRM and mCRM practice in terms of customer loyalty, branding, customer satisfaction, customization, and trust. These five factors affect customer acquisition, sales and services, and customer retention. A checklist was developed to guide the evaluation of CRM practice for e-commerce sites. Several examples and research directions are discussed in the chapter.

Complete Chapter List

Search this Book:
Reset
Table of Contents
Acknowledgments
P. Candace Deans
Chapter 1
Susy S. Chan, Jean Lam
The Internet has served as an effective channel for companies to build and manage relationships with customers. The mobile channel, emerging from... Sample PDF
Customer Relationship Management on Internet and Mobile Channels: An Analytical Framework and Research Directions
$37.50
Chapter 2
B. Karstens, R. Rosenbuam, H. Schumann
The opportunity to access information at any time and any place caused a boom in the development of small mobile devices in recent years. Due to... Sample PDF
Presenting Large and Complex Information Sets on Mobile Handhelds
$37.50
Chapter 3
Melissa S. Ding, Chandana R. Unnithan
The opportunity to access information at any time and any place caused a boom in the development of small mobile devices in recent years. Due to... Sample PDF
Mobile Payments (M-Payments)- An Exploratory Study of Emerging Issues and Future Trends
$37.50
Chapter 4
Margherita Pagani, Danilo Schipani
This chapter provides an end-user perspective on mobile multimedia services that are likely to emerge with the roll out of Third Generation Mobile... Sample PDF
Motivations and Barriers to the Adoption of 3G Mobile Multimedia Services: An End User Perspective in the Italian Market
$37.50
Chapter 5
Ran Neuman, P.C. Deans
This chapter discusses the impact of mobile and wireless technologies on developing countries. The new technological advances and capabilities allow... Sample PDF
Impact of Mobile the Wireless Technologies on Developing Countries
$37.50
Chapter 6
Tino Jahnke, Juergen Seitz
In order to solve intellectual property problems of the digital age, two basic procedures are used: “Buy and drop,” linked to the destruction of... Sample PDF
An Introduction in Digital Watermarking: Applications, Principles, and Problems
$37.50
Chapter 7
Eetu Luoma, Pasi Tyvainen
Digital Rights Management (DRM) is an issue of controlling and managing digital rights over intellectual property. It has recently broadened its... Sample PDF
Integrated Domain Model for Digital Rights Management
$37.50
Chapter 8
Alec Yasinsac
Ad hoc networks are inherently dynamic, with nodes entering, moving around, and leaving the network, often for short duration membership. This... Sample PDF
Rates of Change in Ad hoc Networks
$37.50
Chapter 9
Kwoting Fang, Ya-Yueh Shih, Duen-Ren Liu
This chapter introduces the effect of negative critical incidents and quality attributes satisfaction to heed the call for theoretically based... Sample PDF
Loyalty Differences in the Effect of Negative Critical Incidents and Quality Attributes Satisfaction: An Empirical Study of Online Shopping
$37.50
Chapter 10
Luiz A.M. Mendes-Filho, Anatália S.M. Ramos
This study aims to analyze the perception of managers on the benefits and difficulties of Internet use in hotels and its effects according to the... Sample PDF
Benefits and Difficulties of Internet Use in Hotels and Its Effects According to the Facilities Rank, Property Size, Manager's Age and Experience
$37.50
Chapter 11
Andrew Stein, Paul Hawking, Daniel C. Wyld
The reverse auction tool has evolved to take advantage of Internet technology and has been identified by many large organisations as a tool to... Sample PDF
A Reverse Auction Case Study: The Final Chapter
$37.50
About the Authors