论文信息 - Identifying e-CRM Entities and Their Keys for Successful Implementation in the U.S. Healthcare Field

Identifying e-CRM Entities and Their Keys for Successful Implementation in the U.S. Healthcare Field

Online customer relationship management (e-CRM) has gained tremendous popularity in the business world recently. This paper presents a framework for classifying entities in the healthcare field. It also describes planned work related to the investigation of critical success factors for some of the entity types.

Michael R. Bartolacci | Robin Wurl

[1] Rainer Alt,et al. Customer relationship management in the pharmaceutical industry , 2001, Proceedings of the 34th Annual Hawaii International Conference on System Sciences.

[2] Alex Berson,et al. Building Data Mining Applications for CRM , 1999 .

[3] Emmanuella Plakoyiannaki,et al. Customer relationship management: A capabilities portfolio perspective , 2002 .

[4] J. Liedtka,et al. Enhancing care delivery through cross-disciplinary collaboration: a case study. , 1998, Journal of healthcare management / American College of Healthcare Executives.

[5] Joobin Choobineh,et al. Managing information technology (IT) for one-to-one customer interaction , 1999, Inf. Manag..

[6] Ranjit Bose,et al. Customer relationship management: key components for IT success , 2002, Ind. Manag. Data Syst..

[7] FjermestadJerry,et al. Electronic Commerce Customer Relationship Management , 2001 .

[8] Jerry Fjermestad,et al. Electronic Commerce Customer Relationship Management: A Research Agenda , 2003, Inf. Technol. Manag..

[9] S. Alshawi,et al. Healthcare information management: the integration of patients’ data , 2003 .