e-CRM Development Method for e-Commerce System Owned by Small Medium Enterprises
| Main Authors: | Moertini, Veronica S., Ibrahim, Niko, Verliyantina, Verliyantina |
|---|---|
| Format: | Proceeding PeerReviewed Book |
| Terbitan: |
, 2014
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| Subjects: | |
| Online Access: |
http://repository.maranatha.edu/19020/1/e-CRM%20Development%20Method%20for%20e-Commerce%20System.pdf http://repository.maranatha.edu/19020/ |
Daftar Isi:
- While it is known that to promote business success, e-commerce systems must be supported by effective e-CRM (electronic Customer Relationship Management), our survey results indicate that Indonesian e-commerce systems owned by SMEs have not provided effective-intelligent e-CRM services. In this paper, we propose an evolutionary e-CRM development method suitable for SMEs that include activities of enhancing the existing e-commerce systems to capture more needed data, data ware house development and e-CRM application development. The method has been being implemented in a case study firm and we find that it is applicable.