Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a com

This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new fram

CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually benefici

An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.