January 2003
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4,300 Reads
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818 Citations
Business Process Management Journal
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... E-CRM systems are uses of electronic and communication technologies that focus on the analysis and management of client relationships in the understanding of his or her satisfaction and loyalty goals (Chen and Chen, 2018). Empirical evidence shows that the e-CRM system can highly contribute to customer value by advancing communication, performing service at a faster rate, and incorporating a meaningful marketing offering from the buyer's point of view (Chen and Popovich, 2003). For instance, management of customer relations using e-CRM systems would help businesses know the customers' likes and dislikes, thus engaging them appropriately (Payne and Frow, 2005;Aboalganam et al., 2023). ...
- Citing Article
January 2003
Business Process Management Journal