Building a Conceptual Model for E-CRM Implementation Strategy Article Swipe
Mufleh Amin AL Jarrah
,
Ghassan Issa Alomari
,
Samer Alhawari
,
Malek Al. Serhan
·
YOU?
·
· 2020
· Open Access
·
· DOI: https://doi.org/10.6007/ijarbss/v10-i1/6834
YOU?
·
· 2020
· Open Access
·
· DOI: https://doi.org/10.6007/ijarbss/v10-i1/6834
The relevance of Information Technology (IT) on Electronic Customer Relationships (E-CRM) within the implementation strategy can be emphasized. This E-CRM implementation strategy is the result of the innovative process related to electronic customers and organizations. However, achieving excellence and the correct deployments of the E-CRM implementation strategy requires rethinking of the E-CRM strategy on a different level in the E-CRM process. To achieve this goal, this paper suggests a conceptual model for E-CRM implementation strategy, focused on all stages from E-CRM mission to E-CRM strategy at different levels (operational, analytical, and collaborative) and connected with E-CRM process (electronic customer acquisition, electronic customer retention, and electronic customer expansion). This in order to increase the customer orientation strategy, customer intelligent strategy, and knowledge capture strategy to reach to the vision of E-CRM. Additionally, the stages presented in this paper may help managers in designing an E-CRM implementation strategy to achieve higher innovation, effectiveness, efficiency, and profitability based on the nature of the underlying electronic marketing activities and the new database technology used for communication with customers.
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Metadata
- Type
- article
- Language
- en
- Landing Page
- https://doi.org/10.6007/ijarbss/v10-i1/6834
- https://hrmars.com/papers_submitted/6834/building-a-conceptual-model-for-e-crm-implementation-strategy.pdf
- OA Status
- diamond
- Cited By
- 4
- References
- 35
- Related Works
- 10
- OpenAlex ID
- https://openalex.org/W3016149282
All OpenAlex metadata
Raw OpenAlex JSON
- OpenAlex ID
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https://openalex.org/W3016149282Canonical identifier for this work in OpenAlex
- DOI
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https://doi.org/10.6007/ijarbss/v10-i1/6834Digital Object Identifier
- Title
-
Building a Conceptual Model for E-CRM Implementation StrategyWork title
- Type
-
articleOpenAlex work type
- Language
-
enPrimary language
- Publication year
-
2020Year of publication
- Publication date
-
2020-01-29Full publication date if available
- Authors
-
Mufleh Amin AL Jarrah, Ghassan Issa Alomari, Samer Alhawari, Malek Al. SerhanList of authors in order
- Landing page
-
https://doi.org/10.6007/ijarbss/v10-i1/6834Publisher landing page
- PDF URL
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https://hrmars.com/papers_submitted/6834/building-a-conceptual-model-for-e-crm-implementation-strategy.pdfDirect link to full text PDF
- Open access
-
YesWhether a free full text is available
- OA status
-
diamondOpen access status per OpenAlex
- OA URL
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https://hrmars.com/papers_submitted/6834/building-a-conceptual-model-for-e-crm-implementation-strategy.pdfDirect OA link when available
- Concepts
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Customer relationship management, Process management, Relevance (law), Process (computing), Knowledge management, Computer science, Technology strategy, Business, Profitability index, Operational excellence, Strategic management, Marketing, Law, Political science, Finance, Operating systemTop concepts (fields/topics) attached by OpenAlex
- Cited by
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4Total citation count in OpenAlex
- Citations by year (recent)
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2025: 1, 2024: 1, 2021: 1, 2020: 1Per-year citation counts (last 5 years)
- References (count)
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35Number of works referenced by this work
- Related works (count)
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10Other works algorithmically related by OpenAlex
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