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Essay / Research Paper Abstract
This 11-page paper focuses on the concept of Electronic Customer Relationship Management, and the ability to set up such systems in the U.S., the UK and France. Topics discussed in this paper include the concept of eCRM, as well as cultural differences between the three countries that could either make it easier or more difficult for implementation of a successful eCRM system. Bibliograpy lists 8 sources.
Page Count:
11 pages (~225 words per page)
File: D0_MTercman.rtf
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Unformatted sample text from the term paper:
to stimulate profits. During the 1990s, the concept of "customer relationship management" or CRM came into being. Not only did CRM focus on the aspect of customer service, but it
sought to collect information on the likes and dislikes of customers, so companies could better tailor their products and services to customers.
As technology has advanced and the Internet has grown; and as globalization as it pertains to business has become more of a reality (meaning cross-border transactions are more the
norm than the exception), Electronic Customer Relationship Management (eCRM) has also grown. eCRM systems, according to some experts mean that "physical" customer proximity can be replaced by "digital" proximity (Salmen
and Muir, 2003). While this is all well and good, and while theories of successful eCRM abound, what may not be
taken into account is that some countries are more receptive not only to implementation of eCRM, but CRM as well. A good deal of customer relationship management, as a matter
of fact, deals with many factors, one of them involving how much customers are likely to complain about a product or service. Another involves how much customers are willing to
give up their privacy to tell companies about their likes and dislikes. But with companies becoming more global, its essential to keep
in mind how countries and international markets are going to respond to implementation and deployment of both CRM and eCRM. Incidentally, were using eCRM interchangeably with CRM, namely because the
literature on eCRM is still relatively lacking, especially in terms of globalization. In this paper, well examine a few things. First, what,
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