Working Group Ig3 eBusiness Forum

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Working Group Ig3 eBusiness Forum

Customer Relationship Management through information Systems (e-CRM)s

Type of project RTD
Starting Date 15 September 2007
Ending Date 15 March 2008
Scientific Coordinator Dr. Adam Vrechopoulos
Rapportice Evangelia Mantzari
Group IMES
Website http://www.ebusinessforum.gr

 

Description

The growing use of Customer Relationship Management systems(CRM), both at B2B and B2C relations has caused intense activity both in business and research level. While the provided CRM solutions can potentially solve all problems related to business relationships with customers, increasing the level of customer satisfaction, the current business practice shows that there are several problems related to the adoption and use of these systems by the companies. The large number failed CRM projects comes to strengthen the previous statement. There are many reasons causing this failure that are not related to each other. This group aims to outline the current business practice, emerging trends, prescription of successful implementation, potential risks / opportunities and possibilities that these systems can offer in order to increase the perceived value of the client.

Cooperators
1. A. Vrechopoulos, Lecturer in the Department of Management Science & Technology, Athens University of Economics and Business.
2. A. Galanis, CRM Consultant

Rapporteurs
1. E. Mantzari, PhD Department of Management Science & Technology, Athens University of Economics and Business.
2. A. Daskos, M.Sc in Software Engineering