Success factors in online supply chain management and e-customer relationship management

Michael R. Bartolacci, Mary Meixell

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

Online customer relationship management (eCRM) and online supply chain management (SCM) have both come to the forefront of the Internet economy. eCRM complements SCM by supporting the analysis of business-to-business (B2B) online transactions to improve the organization's overall knowledge of demand. Furthermore, SCM planners can better plan for the fulfillment of online orders in an eCRM-enabled organization, as production and delivery processes are more easily customized with improved prediction from eCRM-derived demand knowledge. Many firms, however, have had difficulty implementing eCRM and SCM applications. In this chapter we discuss the relationship between eCRM and SCM and evaluate select critical success factors for eCRM and SCM implementation.

Original languageEnglish (US)
Title of host publicationElectronic customer relationship management
PublisherTaylor and Francis
Pages21-33
Number of pages13
ISBN (Electronic)9781315704883
ISBN (Print)9780765613271
StatePublished - May 15 2015

All Science Journal Classification (ASJC) codes

  • Economics, Econometrics and Finance(all)
  • Business, Management and Accounting(all)

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