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Einführung in das E-Business Read chapter Read first chapter

2020 | OriginalPaper | Chapter

E-Customer Relationship Management

Authors : Achim Kießig, Katja Lohmann, Cornelia Zanger

Published in: Handbuch Digitale Wirtschaft

Publisher: Springer Fachmedien Wiesbaden

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Zusammenfassung

Mit der fortschreitenden Digitalisierung vieler Wirtschaftsbereiche gehen auch tief greifende Veränderungen im Customer Relationship Management (CRM) einher. Vor diesem Hintergrund greift der folgende Artikel das Electronic-CRM (E-CRM) als Teilbereich des CRM auf, der zunehmend an Bedeutung gewinnt. Ausgehend von neuen technologischen Rahmenbedingungen, wie etwa Big Data Analytics und Künstliche Intelligenz sowie der wachsenden Anzahl von Customer Touchpoints werden in diesem Beitrag neue Handlungsfelder des E-CRM aufgezeigt und die damit verbundenen Chancen und Risiken für das CRM beleuchtet.

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Metadata
Title
E-Customer Relationship Management
Authors
Achim Kießig
Katja Lohmann
Cornelia Zanger
Copyright Year
2020
Book
Handbuch Digitale Wirtschaft

Print ISBN: 978-3-658-17290-9

Electronic ISBN: 978-3-658-17291-6

Copyright Year: 2020

DOI
https://doi.org/10.1007/978-3-658-17291-6_25