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Customer relationship management (CRM) in business-to-business (B2B) e-commerce

Article Information:

Title:

Customer relationship management (CRM) in business-to-business (B2B) e-commerce

Author(s):

Yun E. Zeng, H. Joseph Wen, David C. Yen

Journal:

Information Management & Computer Security

Year:

2003

Volume:

11

Issue:

1

Page:

39 - 44


ISSN:

0968-5227


DOI:

10.1108/09685220310463722

Publisher:

MCB UP Ltd

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Abstract:

Customer relationship management (CRM) and business-to-business (B2B) are essential to the success of modern business. Although they are two different modules, they share many similarities. The integration of CRM and B2B will benefit all related parties in business processes, including sales, marketing, customer service, and information support. This article discusses the characteristics, similarities, and differences of B2B and CRM. It also explores the CRM-B2B integration strategies, the current issues and their future development trends.

Keywords:

Business-to-business marketing, Customer satisfaction, Electronic commerce, Management


Article Type:

Viewpoint


Article URL:

http://www.emeraldinsight.com/10.1108/09685220310463722

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