{"id":"https://openalex.org/W2065915824","doi":"https://doi.org/10.4018/jeco.2003070104","title":"E-CRM Analytics","display_name":"E-CRM Analytics","publication_year":2003,"publication_date":"2003-07-01","ids":{"openalex":"https://openalex.org/W2065915824","doi":"https://doi.org/10.4018/jeco.2003070104","mag":"2065915824"},"language":"en","primary_location":{"id":"doi:10.4018/jeco.2003070104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jeco.2003070104","pdf_url":null,"source":{"id":"https://openalex.org/S96210769","display_name":"Journal of Electronic Commerce in Organizations","issn_l":"1539-2929","issn":["1539-2929","1539-2937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Electronic Commerce in Organizations","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5060815452","display_name":"Hamid Nemati","orcid":"https://orcid.org/0000-0002-1163-1479"},"institutions":[{"id":"https://openalex.org/I169335092","display_name":"University of North Carolina at Greensboro","ror":"https://ror.org/04fnxsj42","country_code":"US","type":"education","lineage":["https://openalex.org/I169335092"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Hamid R. Nemati","raw_affiliation_strings":["The University of North Carolina at Greensboro, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The University of North Carolina at Greensboro, USA","institution_ids":["https://openalex.org/I169335092"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5030321337","display_name":"Christopher D. Barko","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Christopher D. Barko","raw_affiliation_strings":["University of North Carolina, USA","University of North Carolina , USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of North Carolina, USA","institution_ids":[]},{"raw_affiliation_string":"University of North Carolina , USA","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5044302207","display_name":"Ashfaaq Moosa","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ashfaaq Moosa","raw_affiliation_strings":["University of North Carolina, USA","University of North Carolina , USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of North Carolina, USA","institution_ids":[]},{"raw_affiliation_string":"University of North Carolina , USA","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.6098,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.90176884,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"1","issue":"3","first_page":"73","last_page":"89"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9919000267982483,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9919000267982483,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9714000225067139,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9584000110626221,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.6512120962142944},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5543321371078491},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.48645827174186707},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"Customer engagement","score":0.4724833369255066},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4466686546802521},{"id":"https://openalex.org/keywords/return-on-investment","display_name":"Return on investment","score":0.43621718883514404},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.4329807460308075},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.4195803701877594},{"id":"https://openalex.org/keywords/survey-data-collection","display_name":"Survey data collection","score":0.41712379455566406},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3691152036190033},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.36746180057525635},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.2272108495235443},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.15872710943222046},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.10965535044670105},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.0875396728515625}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6512120962142944},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5543321371078491},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.48645827174186707},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.4724833369255066},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4466686546802521},{"id":"https://openalex.org/C169549615","wikidata":"https://www.wikidata.org/wiki/Q939134","display_name":"Return on investment","level":3,"score":0.43621718883514404},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4329807460308075},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4195803701877594},{"id":"https://openalex.org/C198477413","wikidata":"https://www.wikidata.org/wiki/Q7647069","display_name":"Survey data collection","level":2,"score":0.41712379455566406},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3691152036190033},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.36746180057525635},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.2272108495235443},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.15872710943222046},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.10965535044670105},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0875396728515625},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0},{"id":"https://openalex.org/C139719470","wikidata":"https://www.wikidata.org/wiki/Q39680","display_name":"Macroeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C2778348673","wikidata":"https://www.wikidata.org/wiki/Q739302","display_name":"Production (economics)","level":2,"score":0.0},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/jeco.2003070104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jeco.2003070104","pdf_url":null,"source":{"id":"https://openalex.org/S96210769","display_name":"Journal of Electronic Commerce in Organizations","issn_l":"1539-2929","issn":["1539-2929","1539-2937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Electronic Commerce in Organizations","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jeco00:v:1:y:2003:i:3:p:73-89","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jeco.2003070104","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.5400000214576721}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W1973295013","https://openalex.org/W1970053881","https://openalex.org/W2385901836","https://openalex.org/W2184573879","https://openalex.org/W2124748206","https://openalex.org/W3093726886","https://openalex.org/W4244653254","https://openalex.org/W2552443160","https://openalex.org/W2096938671","https://openalex.org/W2999217422"],"abstract_inverted_index":{"Electronic":[0],"Customer":[1],"Relationship":[2],"Management":[3],"(e-CRM)":[4],"Analytics":[5],"is":[6,73,80,179],"the":[7,18,32,39,43,70,89,92,96,104,113,151],"process":[8],"of":[9,20,34,41,50,55,77,82,91,153],"analyzing":[10],"and":[11,22,63,95,106,134,165,184],"reporting":[12],"online":[13],"customer/visitor":[14],"behavior":[15],"patterns":[16],"with":[17,110],"objective":[19],"acquiring":[21],"retaining":[23],"customers":[24],"through":[25],"stronger":[26],"customer":[27,126],"relationships.":[28],"To":[29],"better":[30],"understand":[31],"role":[33,152],"data":[35,65,93,97,123,154,177],"integration":[36,66,155,178],"in":[37,156],"achieving":[38],"goals":[40],"e-CRM,":[42,172],"authors":[44],"conducted":[45],"a":[46,51],"study":[47,57,174],"by":[48],"means":[49],"survey.":[52],"The":[53,85,100,116],"results":[54],"this":[56,173],"propose":[58],"that":[59,119,121,142,176],"although":[60],"online,":[61],"offline":[62],"external":[64],"has":[67],"its":[68],"complexities,":[69],"value":[71,108],"added":[72,109],"significant.":[74],"This":[75],"survey":[76],"CRM":[78],"professionals":[79],"composed":[81],"two":[83],"parts.":[84],"first":[86],"part":[87,102],"investigated":[88],"nature":[90],"integrated":[94],"architecture":[98],"deployed.":[99],"second":[101],"analyzed":[103],"technological":[105],"organizational":[107],"respect":[111],"to":[112,162],"e-CRM":[114,157],"initiative.":[115],"findings":[117],"suggest":[118],"organizations":[120,170],"integrate":[122],"from":[124],"various":[125],"touch-points":[127],"have":[128],"significantly":[129],"higher":[130],"benefits,":[131],"user":[132],"satisfaction":[133],"return":[135],"on":[136],"their":[137,181],"investment":[138],"(ROI)":[139],"than":[140],"those":[141],"do":[143],"not.":[144],"Additional":[145],"insights":[146],"are":[147],"also":[148],"presented":[149],"exploring":[150],"projects":[158],"at":[159],"both":[160],"business":[161,163],"(B2B)":[164],"business-to-consumer":[166],"(B2C)":[167],"firms.":[168],"For":[169],"implementing":[171],"reveals":[175],"worth":[180],"time,":[182],"money":[183],"efforts.":[185]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":2}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2016-06-24T00:00:00"}