eCRM in a Manufacturing Environment
2005 ◽
pp. 966-971
Keyword(s):
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.
2010 ◽
pp. 1244-1250
2016 ◽
Vol 34
(3)
◽
pp. 388-410
◽
2013 ◽
pp. 221-236
2013 ◽
Vol 5
(7)
◽
pp. 89-96