Investigating Factors Affecting Adoption of eCRM in the Australian Service Industry

Abstract

In order to grow and survive in a highly competitive market like the service industry, Electronic Customer Relationship Management (eCRM) has become a popular tool for Australian service organizations to attract, manage, and enhance customer relationships. However, due to increased competition and decreased product/services marketing cycle time, managing and building customer relationships have become a challenge for most service organizations. Ineffective eCRM adoption process can result in financial losses for the organizations. Hence, case studies are conducted to identify and examine potential IT costs and risk factors involved in the adoption of eCRM projects. The findings in the chapter provide senior executives with a more realistic insight into dealing with issues and challenges arising from the adoption of eCRM.

Electronic Customer Relationship Management Assimilation in Southeastern European Companies—Cluster Analysis

“…Based on the obtained results, the authors conclude that the significance of factors identified as having the biggest influence is not the same with all companies, and that it differs depending on which phase of e-CRM assimilation the company is in. This is in accordance with the findings obtained for other types of IT innovations as well [6], [58].…”