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THE IMPACT OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT ON CONSUMER’S BEHAVIOR

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Author(s): Usman Musa Zakari Usman | Abdullah Nabeel Jalal | Mahdi Alhaji Musa

Journal: International Journal of Advances in Engineering and Technology
ISSN 2231-1963

Volume: 3;
Issue: 1;
Start page: 500;
Date: 2012;
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Keywords: electronics customer relationship management (E-CRM) | consumer behavior

ABSTRACT
, , Electronics customer relationship management (E-CRM) is a business and marketing strategy that analyzes about consumer’s needs and behavior in order to create an effective relationship between anorganization and its consumers. E-CRM is a combination of hardware and software, process, applications and commitment of management activities to develop high quality of customer service, and customer’s maintenance.However, the slight is known about how various activities may exert differentiated impact on organization the concerned. This paper’s focus is to discuss the positive and negative impacts of electronics customer relationship management (E-CRM), as a marketing strategy for an organization. The paper further explains the behavior of consumers toward organizations and the emergence of electronic commerce that brought a positive change towards business in a global market.
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