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학술저널

Electronic Customer Relationship Management and Consumer Behavior

Electronic customer relationship management (E-CRM) is a business and marketing strategy that analyzes consumer needs and behavior in order to create effective relationships between organizations and their consumers. E-CRM is a combination of hardware and software, processes, applications, and management commitment to develop high quality customer service and maintenance. This paper discusses the positive and negative impacts of E-CRM as a marketing strategy for an organization. It further explains the behavior of consumers toward organizations and the emergence of electronic commerce that brought about positive changes in the global market.

Ⅰ. Introduction

Ⅱ. Customer Relationship Management (CRM)

Ⅲ. The Impact of Electronic Customer Relationship Management (E-CRM)

Ⅳ. Consumer Behaviors

Ⅴ. Impact of E-CRM on Consumer Behavior

Ⅵ. Discussion

Ⅶ. Conclusion

References

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