Electronic Customer Relationship Management (e-CRM) in Jordan: The Case of Egyptian Arab Land Bank

Electronic Customer Relationship Management (e-CRM) in Jordan: The Case of Egyptian Arab Land Bank

Rawan Khasawneh (Information Technology College, Yarmouk University, Irbid, Jordan) and Emad Abu-Shanab (Information Technology College, Yarmouk University, Irbid, Jordan)
Copyright: © 2012 |Pages: 11
DOI: 10.4018/jtd.2012070104
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Abstract

The continuous and rapid development of information and communication technology (ICT) influenced the operations and services provided by the banking sector. Many financial institutions adopted the “customer is king\queen” strategy by changing their business environment, making use of various types of ICT to their relationship with their customers. One of the major new trends is the concept of e-CRM, which defines an improved relationship with customers utilizing the Internet, web browsers, and other web application. E-CRM is making customer service more effective and efficient. This paper aims to gain a better understanding of the application of e-CRM concept and its benefits to both customers and banks utilizing the case of the Egyptian Arab Land Bank in Jordan.
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2. Literature Review

The concept of electronic customer relationship management (e-CRM) is not new if we look into it from a traditional view, where some researchers think of e-applications as the traditional ones but with an “e” added to them. This view lacks the in-depth view of the contribution of ICT into business domain. The following sections will visit the topic of e-CRM and its dimensions and then look into the related literature in the banking sector.

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