E-commerce and customer relationship management systems | |
| Author | Chi, Chu Ying |
| Call Number | AIT RSPR no. SM-01-111 |
| Subject(s) | Electronic commerce--Customer services Customer relations |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Masters of Business Administration,School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-01-111 |
| Abstract | Most of the for-profit and not-for-profit organizations in the world, whether or not their businesses had prior involvement with the high-tech sector, are scrambling to understand and embrace the ever growing Internet and World Wide Web into their business processes. The reason is obvious: To enhance their current operations as well as to create new strategic opportunities by taking advantage of the global reaching nature of this new medium. According to the 80/20 rule, it is stated that 80% of a business's sales or profit is coming from 20% of the customer base. And according to the customer relationship management system provider NCR, the cost of gain a new customer and earn a profit from it is 10 times higher than earning a profit from a existing customer. And if we can increase the customer retention by just 5%, the potential increase in sales and subsequent profit can be up to 60%. This all can be served as proofs of the importance of understanding the customer's needs, as well as the urgency for every organization to develop better mechanisms of servicing customers and build a tighter relationship. And the rise of the Internet, and E-commerce, is posing the greatest threat as well as opp01tunity so far to all the business organizations to develop such mechanisms for better customer services, retention and profitability. This research aims to study the impact of the Internet on the customer relationship management systems of companies by looking at B2C components of companies in two distinctive industries: stock brokerage and book distribution by picking the reputable E commerce concerns in the respective industries. A special study of Commerzbank AG of Germany will further illustrate the administrative and project implementation side of CRM and the lessons learned by this major German commercial bank. The research will also try to make a comparison study of the differences exist between the pure on line companies and the brick-and-mortar firms which have adopted B2C E-business solutions. |
| Year | 2001 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-01-111 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Bechter, Clemens; |
| Examination Committee(s) | Sununta Siengthai ;Lee, Sang-Kon ; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2001 |