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Successful Factors of Implementation Electronic Customer Relationship Management (e-CRM) on E-commerce Company

Received: 12 September 2017     Accepted: 23 September 2017     Published: 7 November 2017
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Abstract

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.

Published in American Journal of Software Engineering and Applications (Volume 6, Issue 5)
DOI 10.11648/j.ajsea.20170605.12
Page(s) 121-127
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2017. Published by Science Publishing Group

Keywords

E-commerce, E-CRM, Customer Complaint, Customer Loyalty, Implementation Control Management e-CRM

References
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Cite This Article
  • APA Style

    Trinh Le Tan, Dao Thi Dai Trang. (2017). Successful Factors of Implementation Electronic Customer Relationship Management (e-CRM) on E-commerce Company. American Journal of Software Engineering and Applications, 6(5), 121-127. https://doi.org/10.11648/j.ajsea.20170605.12

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    ACS Style

    Trinh Le Tan; Dao Thi Dai Trang. Successful Factors of Implementation Electronic Customer Relationship Management (e-CRM) on E-commerce Company. Am. J. Softw. Eng. Appl. 2017, 6(5), 121-127. doi: 10.11648/j.ajsea.20170605.12

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    AMA Style

    Trinh Le Tan, Dao Thi Dai Trang. Successful Factors of Implementation Electronic Customer Relationship Management (e-CRM) on E-commerce Company. Am J Softw Eng Appl. 2017;6(5):121-127. doi: 10.11648/j.ajsea.20170605.12

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  • @article{10.11648/j.ajsea.20170605.12,
      author = {Trinh Le Tan and Dao Thi Dai Trang},
      title = {Successful Factors of Implementation Electronic Customer Relationship Management (e-CRM) on E-commerce Company},
      journal = {American Journal of Software Engineering and Applications},
      volume = {6},
      number = {5},
      pages = {121-127},
      doi = {10.11648/j.ajsea.20170605.12},
      url = {https://doi.org/10.11648/j.ajsea.20170605.12},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajsea.20170605.12},
      abstract = {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.},
     year = {2017}
    }
    

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  • TY  - JOUR
    T1  - Successful Factors of Implementation Electronic Customer Relationship Management (e-CRM) on E-commerce Company
    AU  - Trinh Le Tan
    AU  - Dao Thi Dai Trang
    Y1  - 2017/11/07
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    N1  - https://doi.org/10.11648/j.ajsea.20170605.12
    DO  - 10.11648/j.ajsea.20170605.12
    T2  - American Journal of Software Engineering and Applications
    JF  - American Journal of Software Engineering and Applications
    JO  - American Journal of Software Engineering and Applications
    SP  - 121
    EP  - 127
    PB  - Science Publishing Group
    SN  - 2327-249X
    UR  - https://doi.org/10.11648/j.ajsea.20170605.12
    AB  - 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.
    VL  - 6
    IS  - 5
    ER  - 

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Author Information
  • International School, Duy Tan University, Da Nang, Vietnam

  • Department of Account, Duy Tan University, Da Nang, Vietnam

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