An Evaluation Framework for Electronic Customer Relationship Management (eCRM)

Lin, Chad; Liu, Y.

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Authors

Lin, Chad

Liu, Y.

Date

2005

Type

Conference Paper

Metadata

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Citation

Lin, C. and Liu, Y. 2005. An Evaluation Framework for Electronic Customer Relationship Management (eCRM), in Bruce Campbell, Jim Underwood, and Deborah Bunker (ed), Proceedings of the Sixteenth Australasian Conference on Information Systems (ACIS 2005),, Nov 30 2005, pp. 1-11. Sydney, Australia: Australasian Chapter of the Association for Information Systems.

Source Title

Socialising IT: Thinking About the People

Source Conference

Proceedings of the Sixteenth Australasian Conference on Information Systems (ACIS 2005),

Abstract

In order to become more efficient and effective in delivering products and services to customers, organizations have forced themselves to rethink the ways in which they build relationships with their customers by initiating electronic customer relationship management projects. However, inappropriate electronic customer relationship management (eCRM) decision-making and implementation can result in multi-million dollar losses, which can translate into a loss of competitiveness and thus jobs. The costs associated with such losses are invariably passed on to the customer. Therefore, this research aims to develop an evaluation model that can be used to assess the extent of benefits and costs associated of eCRM so as to offer management with a more realistic insight about the impact of their investment on their business.