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An Using E-CRM to Improve Market Value Companies

Ruri Koesliandana, Arnes Yuli Vandika, Dina Ika Wahyuningsih
Published Haziran 2015

Abstract

E-Customer relationship management can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they adopted E-CRM as a core business strategy and invested heavily.E- CRM, an integration of information technology and relationship marketing, provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful E-CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of E-CRM from process perspective in a trans-national organization with operations in different segments. This study will aid in understanding transition, constraints and the implementation process of E-CRM in such organizations.

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