Successful Factors of Implementation Electronic Customer Relationship Management (e-CRM) on E-commerce Company
American Journal of Software Engineering and Applications
Volume 6, Issue 5, October 2017, Pages: 121-127
Received: Sep. 12, 2017;
Accepted: Sep. 23, 2017;
Published: Nov. 7, 2017
Views 2512 Downloads 98
Trinh Le Tan, International School, Duy Tan University, Da Nang, Vietnam
Dao Thi Dai Trang, Department of Account, Duy Tan University, Da Nang, Vietnam
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.
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.
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