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eCRM in a Manufacturing Environment

eCRM in a Manufacturing Environment

Aberdeen Leila Borders, Wesley J. Johnston
Copyright: © 2005 |Pages: 6
ISBN13: 9781591405535|ISBN10: 159140553X|EISBN13: 9781591407942
DOI: 10.4018/978-1-59140-553-5.ch170
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MLA

Borders, Aberdeen Leila, and Wesley J. Johnston. "eCRM in a Manufacturing Environment." Encyclopedia of Information Science and Technology, First Edition, edited by Mehdi Khosrow-Pour, D.B.A., IGI Global, 2005, pp. 966-971. https://doi.org/10.4018/978-1-59140-553-5.ch170

APA

Borders, A. L. & Johnston, W. J. (2005). eCRM in a Manufacturing Environment. In M. Khosrow-Pour, D.B.A. (Ed.), Encyclopedia of Information Science and Technology, First Edition (pp. 966-971). IGI Global. https://doi.org/10.4018/978-1-59140-553-5.ch170

Chicago

Borders, Aberdeen Leila, and Wesley J. Johnston. "eCRM in a Manufacturing Environment." In Encyclopedia of Information Science and Technology, First Edition, edited by Mehdi Khosrow-Pour, D.B.A., 966-971. Hershey, PA: IGI Global, 2005. https://doi.org/10.4018/978-1-59140-553-5.ch170

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Abstract

This article examines the issue of electronic customer relationship management (eCRM) in a manufacturing context. eCRM has been described as the fusion of a process, a strategy, and technology to blend sales, marketing, and service information to identify, attract, and build partnerships with customers (Bettis-Outland & Johnston, 2003; Jaworski & Jocz, 2002). Although some customers still pay a premium for face-to-face or voice-to-voice interaction in today’s high-tech world, through external (e.g., advertising) and internal (e.g., word-of-mouth) influence, the diffusion of the use of eCRM to build and sustain customer loyalty as a firm’s strategy is on the rise.

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