Volume 6, Issue 5, October 2017, Page: 121-127
Successful Factors of Implementation Electronic Customer Relationship Management (e-CRM) on E-commerce Company
Trinh Le Tan, International School, Duy Tan University, Da Nang, Vietnam
Dao Thi Dai Trang, Department of Account, Duy Tan University, Da Nang, Vietnam
Received: Sep. 12, 2017;       Accepted: Sep. 23, 2017;       Published: Nov. 7, 2017
DOI: 10.11648/j.ajsea.20170605.12      View  2114      Downloads  62
Abstract
Advancement IT encourage a change of human behaviour in the shopping, especially in the online store/e-commerce. The objective of this study is to determine the successful indicators of e-CRM implementation in the e-commerce company. This study uses the descriptive method with Library Research approach by looking at the results of some previous journal and using three indicators: customer complaint, customer loyalty and implementation control management e-CRM. The result is every indicator can be a benchmark for successful e-CRM implementation in the e-commerce. But, there is no relevant journal that combines the three indicators by doing a thorough investigation. This study only summarizes the results of any previous journals which discuss indicators that affected to e-CRM implementation.
Keywords
E-commerce, E-CRM, Customer Complaint, Customer Loyalty, Implementation Control Management e-CRM
To cite this article
Trinh Le Tan, Dao Thi Dai Trang, Successful Factors of Implementation Electronic Customer Relationship Management (e-CRM) on E-commerce Company, American Journal of Software Engineering and Applications. Vol. 6, No. 5, 2017, pp. 121-127. doi: 10.11648/j.ajsea.20170605.12
Copyright
Copyright © 2017 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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