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This book offers a state-of-the-art survey of information systems research on electronic customer relationship management (eCRM). eCRM is becoming a part of a Sense-and-Respond organization, with IT-enabled capability of adaptation to a rapidly changing business environment. The text provides important new frameworks derived from current cases and applications in this emerging field. Various researchers, professors and managers have contributed their experiences in this field. The experts contribution in this volume bring forth all the three components of eCRM: analytical (based on formal analysis of large stores of customer data, frequently involving data mining from data warehouses), operational (delivery of surpassing customer service in an integrated fashion across all touch points), and collaborative (co-coordinating the activities of all business partners in the delivery of customer service). The book is organized in four parts Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement;  Part IV addresses eCRM issues in business-to-consumer commerce. About The Author Jerry Fjermestad (Ph.D.) is an associate professor in the School of Management at New Jersey Institute of Technology (NJIT). The author is on the editorial board of the Journal of Enterprise Information Management and the International Journal of Enterprise Systems and is an associate editor of the International Journal of e-Collaboration. Nicholas C. Romano, Jr. (Ph.D.) is assistant professor of management science and information systems at Oklahoma State University (OSU). Dr. Romano serves as an associate editor for the Journal of Information Systems Technology (JIST). Table of Contents Series Editor’s Introduction. Acknowledgments. 1. Electronic Customer Relationship Management: An Introduction. Part I—THE ROLE OF CRM AND eCRM 2. Success Factors in Online Supply Chain Management and e-Customer Relationship Management. 3. Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction. Part II—ORGANIZATIONAL SUCCESS FACTORS OF CRM 4. Customer Relationship Management Success and Organizational Change: A Case Study. 5. Success Factors in CRM Implementation: Results from a Consortial Benchmarking Study. 6. Collaborative Customer Relationship Management in Financial Services Alliances. Part III—ENHANCING PERFORMANCE OF CRM 7. Improving Customer Interaction with Customer Knowledge Management. 8. An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In. Part IV—CRM IN BUSINESS-TO-CUSTOMER COMMERCE 9. What Makes Customers Shop Online? 10. Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases. Editors and Contributors. Series Editor. Index.