e-CRM Development Method for e-Commerce System Owned by Small Medium Enterprises

Moertini, Veronica S. and Ibrahim, Niko and Verliyantina, Verliyantina (2014) e-CRM Development Method for e-Commerce System Owned by Small Medium Enterprises. In: 2nd International Conference on Technology, Informatics, Management, Engineering, and Environment (TIME-E), 2014 , 19-21 August 2014, Bandung.

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While it is known that to promote business success, e-commerce systems must be supported by effective e-CRM (electronic Customer Relationship Management), our survey results indicate that Indonesian e-commerce systems owned by SMEs have not provided effective-intelligent e-CRM services. In this paper, we propose an evolutionary e-CRM development method suitable for SMEs that include activities of enhancing the existing e-commerce systems to capture more needed data, data ware house development and e-CRM application development. The method has been being implemented in a case study firm and we find that it is applicable.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: electronic customer relationship management in e-commerce, evolutionary development methodology
Subjects: T Technology > T Technology (General)
Depositing User: Perpustakaan Maranatha
Date Deposited: 26 Feb 2016 08:38
Last Modified: 02 Mar 2016 02:48
URI: http://repository.maranatha.edu/id/eprint/19020

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