RESEARCH REPORT • Student Name : Phisuthisak N. (ICE) Paul P. • Student ID : 3902564, 33686589 • Teacher : Brendan McCarthy Carmine Sellitto • Subject : Customer Relationship Management
1. RESEARCH REPORT Student Name : Phisuthisak N. (ICE) Paul P.
Student ID : 3902564, 33686589 Teacher : Brendan McCarthy Carmine
Sellitto Subject : Customer Relationship Management
2. E-CRM INTEGRATING CRM WITH E-BUSINESS
3. Business Background E-CRM CONCEPT3 OVERVIEW CASE STUDY :
FIGLEAVES3 Objective E-CRM Implementation Evidence Of Success
Welcome to Figleaves
4. 1.0 E-CRM CONCEPT E-CRM Integration between customer
relationship management with E- technology.
5. 2.0 CASE STUDY : FIGLEAVES (Julia Reynolds, the Chief
Executive Officer of Figleaves, 2007) Our mission is 'to bring
moments of luxury to everybody' whether by offering a hassle free,
relaxed shopping experience, making customers feel like they have
received a gift in the post with our beautifully wrapped parcels,
or the simple pleasure of interacting with the figleaves.com brand
and becoming part of our online community
6. 2.1 Business Background -1998- www. figleaves. com-2001-
Fist time E-CRM Implement -2004- Expand Business to USA. -2005-
Upgrade Version -2012- One of the biggest online retailer
7. 5.1 Business Background
8. 2.3 Implementation Objectives Inventory Management Same day
Ordering Future Expansion User Friendly Interface Goal &
Objective Customer Loyalty
9. 2.4 e-CRM Implementation We selected Infra- software because
it represented best value for money in terms of out of the box
functionality and scalability to future needs (Paul Kennedy,
Technical Operations Manage 2001)
15. BIBLOGRAPHY Adebanjo, D 2003, Classifying and Selecting
e-CRM Applications: An Analysis-Based Proposal University of
Liverpool, UK. Accessed May 1 2012 online at:
http://www.emeraldinsight.com/journals.htm?articleid=865424&show=abstract
Bucholtz C, 2011, CRM Total Cost of Ownership: Fees, Subscriptions
and Hidden Costs, CRM Outsiders, USA. Accessed May 1 2012 online
at:
http://www.cynergysolutions.net/docs/sugarcrm/CRM_Total_Cost_of_Ownership_Analysis.pdf
Buttle, F 2009, Customer Relationship Management Concepts and
Technologies, Elsevier, Burlington, MA, USA. Croom S, 2005, The
Impact of e-Business on Supply Chain Management: An Empirical Study
of Key Developments, International Journal of Operations &
Product Management, Vol. 25, No. 1. Accessed May 1 2012 online at:
http://www.emeraldinsight.com/journals.htm?articleid=849583&show=abstract
Feinberg R, Kadam R, Hokama L & Kim I, 2002, The State of
Electronic Customer Relationship Management in Retailing,
International Journal of Retail & Distribution Management, Vol.
30, No. 10. Accessed May 1 2012 online at:
http://www.emeraldinsight.com/journals.htm?articleid=1514991&show=abstract
Fux M, & Myrach T, 2010, Adoption of a Destination-Wide CRM
Approach: An Empirical Analysis of the Determinants in the Swiss
Hospitality Industry University of Berne Switzerland. Kennedy A
(2006) Electronic Customer Relationship Management (eCRM)
Opportunities & Challenges in a Digital World, Irish Marketing
Review, Vol. 18, No. 1 & 2. Accessed May 1 2012 online at:
http://arrow.dit.ie/cgi/viewcontent.cgi?article=1068&context=buschmarart
Loh B, Koo K, & Idrus R, 2010, A Review of Customer
Relationship Management System Benefits and Implementation in Small
and Medium Enterprises University of Computer Sciences, Penang
Malaysia. Accessed May 1 2012 online at:
www.wseas.us/e-library/conferences/2011/Brasov2/MCBANTA/MCBANTA-44.pdf
Matthewson J, 2001 e-Business A Jargon-Free Practical Guide Taylor
& Francis, Burlington, USA. McGinty M (2004) RFID: Is This Game
of Tag Fair Play? Communications of ACM Vol. 47, No. 1. Accessed
May 1 2012 online at:
https://inderscience.metapress.com/content/66301g51827x7116/resource_secured/?target=fulltext.pdf
