Using e-CRM for a unified view of the customer

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Using e-CRM for a unified view of the customer

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Communications of the ACM archive
Volume 46 , Issue 4 (April 2003) table of contents
Digital rights management

Pages: 95 - 99

Year of Publication: 2003

ISSN:0001-0782

Authors

Shan L. Pan	National University of Singapore
Jae-Nam Lee	City University of Hong Kong

Publisher

ACM New York, NY, USA

Bibliometrics

Downloads (6 Weeks): 80, Downloads (12 Months): 694, Citation Count: 10

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ABSTRACT

Applying detailed knowledge of the customer to a larger business domain.

REFERENCES

Note: OCR errors may be found in this Reference List extracted from the full text article. ACM has opted to expose the complete List rather than only correct and linked references.

	1	Business Week. The "click here" economy. (June 22, 1998).
	2	Coopee, T. E-CRM calls customer king. InforWorld 22, 26 (June 26, 2000).
	3	Keen, P.G.W. E-CRM: The new ERP. Computerworld 34, 28 (July 10, 2000).
	4	Kraft, K. Loyalty on the line. Intelligent Enterprise 3, 17 (2000).
	5	LaRow, M. The five engines of e-CRM. Computer Technology Review, (Aug. 2000).
	6	Frederick J. Riggins , Hyeun-Suk (Sue) Rhee, Toward a unified view of electronic commerce, Communications of the ACM, v.41 n.10, p.88-95, Oct. 1998 [doi>10.1145/286238.286252]
	7	Veda C. Storey , Detmar W. Straub , Kathy A. Stewart , Richard J. Welke, A conceptual investigation of the e-commerce industry, Communications of the ACM, v.43 n.7, p.117-123, July 2000 [doi>10.1145/341852.341871]

CITED BY 10

	Chee Wee Tan , Shan L. Pan, Managing e-transformation in the public sector: an e-government study of the inland revenue authority of Singapore (IRAS), European Journal of Information Systems, v.12 n.4, p.269-281, December 2003
	Wing Lam, Investigating success factors in enterprise application integration: a case-driven analysis, European Journal of Information Systems, v.14 n.2, p.175-187, June 2005
	Hee-Woong Kim , Shan L. Pan, Towards a process model of information systems implementation: the case of customer relationship management (CRM), ACM SIGMIS Database, v.37 n.1, p.59-76, Winter 2006
	Kun-Lin Hsieh, An integrated multi-agent systems framework to implement relationship management for SCM, Proceedings of the 6th WSEAS International Conference on Systems Theory & Scientific Computation, p.96-100, August 21-23, 2006, Elounda, Crete Island, Greece
	Shan-Ling Pan , Chee-Wee Tan , Eric T. K. Lim, Customer relationship management (CRM) in e-government: a relational perspective, Decision Support Systems, v.42 n.1, p.237-250, October 2006
	Thompson S. H. Teo , Paul Devadoss , Shan L. Pan, Towards a holistic perspective of customer relationship management (CRM) implementation: a case study of the housing and development board, Singapore, Decision Support Systems, v.42 n.3, p.1613-1627, December 2006
	Kristof Coussement , Dirk Van den Poel, Integrating the voice of customers through call center emails into a decision support system for churn prediction, Information and Management, v.45 n.3, p.164-174, April, 2008
	Robert Pierce, Using customer input to drive change in user assistance, Proceedings of the 26th annual ACM international conference on Design of communication, September 22-24, 2008, Lisbon, Portugal
	Mutlaq B. Alotaibi , Dimitrios I. Rigas, How satisfactory is it to communicate customer knowledge with the aid of multimodal interaction metaphors?, Proceedings of the 8th WSEAS International Conference on Software engineering, parallel and distributed systems, p.21-26, February 21-23, 2009, Cambridge, UK
	Mutlaq Alotaibi , Dimitrios Rigas, How efficient is it to communicate customer knowledge with the aid of audio-visual metaphors?, Proceeding of the 2008 conference on Knowledge-Based Software Engineering: Proceedings of the Eighth Joint Conference on Knowledge-Based Software Engineering, p.231-240, June 29, 2008