E-CRM: A Systematic Literature Review

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F25%3A63594998" target="_blank" >RIV/70883521:28120/25:63594998 - isvavai.cz</a>

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

E-CRM: A Systematic Literature Review

Original language description

Due to the hypercompetitive, dynamic, and turbulent global business environment, customer relationship management (CRM) has become a popular managerial tool to gather extensive customer knowledge, maximize interaction profitability, and create long-term relationships with customers. Digital transformation has significantly altered customer relationship management. Information and Communication Technologies (ICTs) and e-commerce development encouraged many companies to employ electronic customer relationship management (E-CRM) instead of traditional CRM. Electronic customer relationship management, a web-based or Internet-based approach to customer relationship management, is believed to outperform traditional CRM in terms of profitability and value it brings. The paper aims to contribute to a comprehensive understanding of the role of electronic customer relationship management in modern businesses’ success. A systematic literature review approach was employed to analyse existing papers in the Scopus and Web of Science academic databases. Based on the analysis of 41 articles, the key publication themes in E-CRM research are the effects of e-CRM on different variables and critical success factors of e-CRM implementation. Moreover, the most researched industries are banking, telecommunications, airline, retail/e-commerce, and tourism. The SLR revealed that although electronic customer relationship management has received a fair share of attention from academics in recent years, several areas still require further investigation. The article contributes to the academic literature on electronic customer relationship management. It highlights e-CRM&apos;s role in creating long-lasting relationships with customers and enhancing modern companies’ performance regardless of size and industry.

Czech name

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Czech description

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Type

D - Article in proceedings

CEP classification

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OECD FORD branch

50204 - Business and management

Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2025

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection

Conference Proceedings DOKBAT 2025 21st International Bata Conference for Ph.D. Students and Young Researchers

ISBN

978-80-7678-372-0

ISSN

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e-ISSN

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Number of pages

16

Pages from-to

57-72

Publisher name

Academia Centrum UTB ve Zlíně

Place of publication

Zlín

Event location

Zlín

Event date

Sep 9, 2025

Type of event by nationality

EUR - Evropská akce

UT code for WoS article

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