Customer Relationship Management

Customer Relationship Management Challenges in E-business
Savita Verma1, Umang Soni2, Anirban Kundu3
Mechanical Engineering Department, Indian Institute of Technology Delhi Indian Institute of Technology Delhi, Hauz Khas, New Delhi-110016, India [e-mail] [e-mail] [e-mail] Abstract— This paper presents essence of Customer Relationship Management (CRM) and its emerging research from challenges in e-business perspective. The challenges associated with Strategic and Collaborative Relations are discussed and applications of different soft-computing techniques are identified as emerging area of research. This paper proposes Customer 's Customer Relationship Management (CCRM) and Customer Social Network Management (CSNM) as the new dimension of this particular research domain. Keywords— e-CRM, e-business, Customer Relationship Management, Customer Social Network Management, Supply Chain Management

challenges, and road blocks of the CRM research. The latest research in this area and the future road-map of the research is also presented in this paper to analyse the trend. II. REVIEW OF THE LITERATURE IN CRM The CRM approach has received increased attention as a marketing concept during the last decades, both amongst practitioners and in academia. It was found that the most common category of CRM articles belonged to the information technology and management information systems category. A review of most relevant literature on CRM is considered to identify current trends from the perspective of Strategic, Analytical, Operational and Collaborative decision making. The focus has changed from Analytical to Strategic CRM [7] and research scope is getting a breakthrough in terms of e-CRM due to its cohesion with e-business. Different levels of decision making of CRM are Strategic, Analytical, Operational and Collaborative. A literature review was conducted by Wahlberg et al. [7] to describe the CRM research field using

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