Abstract
When customer relationship management becomes critical to business success, Customer Relationship Management (CRM) applications are viewed by organisations as a key vehicle to building long-term customer relationships and achieving competitive advantages. This paper focuses on discussing the role of CRM with respect to e-business, ERP and Supply Chain Management (SCM) systems. The definition, evolution, components, applications and current status of CRM will also be discussed. A brief overview of ERP, SCM systems and e-business will be presented as well.
| Original language | English |
|---|---|
| Pages (from-to) | 50-68 |
| Number of pages | 19 |
| Journal | International Journal of Information Technology and Management |
| Volume | 1 |
| Issue number | 1 |
| DOIs | |
| State | Published - 1 Jan 2002 |
Keywords
- CRM system
- Customer relationship
- Customer relationship management
- E-business
- ERP system
- SCM system
- Web-enabled CRM
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