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    Investigating factors affecting adoption of eCRM in the Australian service industry

    Access Status
    Fulltext not available
    Authors
    Lin, Chad
    Jalleh, Geoffrey
    Date
    2015
    Type
    Book Chapter
    
    Metadata
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    Citation
    Lin, C. and Jalleh, G. 2015. Investigating factors affecting adoption of eCRM in the Australian service industry. In Handbook of Research on Managing and Influencing Consumer Behavior, 16-43: IGI Global.
    Source Title
    Handbook of Research on Managing and Influencing Consumer Behavior
    DOI
    10.4018/978-1-4666-6547-7.ch002
    ISBN
    9781466665484
    School
    School of Public Health
    URI
    http://hdl.handle.net/20.500.11937/31022
    Collection
    • Curtin Research Publications
    Abstract

    © 2015 by IGI Global. All rights reserved. In order to grow and survive in a highly competitive market like the service industry, Electronic Customer Relationship Management (eCRM) has become a popular tool for Australian service organizations to attract, manage, and enhance customer relationships. However, due to increased competition and decreased product/services marketing cycle time, managing and building customer relationships have become a challenge for most service organizations. Ineffective eCRM adoption process can result in financial losses for the organizations. Hence, case studies are conducted to identify and examine potential IT costs and risk factors involved in the adoption of eCRM projects. The findings in the chapter provide senior executives with a more realistic insight into dealing with issues and challenges arising from the adoption of eCRM.

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