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

Trinh Le Tan; Dao Thi Dai Trang

doi:doi:10.11648/j.ajsea.20170605.12

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

Trinh Le Tan, Dao Thi Dai Trang

Published in American Journal of Software Engineering and Applications (Volume 6, Issue 5)

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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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
PY  - 2017
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

Trinh Le Tan

International School, Duy Tan University, Da Nang, Vietnam
Dao Thi Dai Trang

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

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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}
}

Copy | Download

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
PY  - 2017
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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