ABSTRACT
Online customer relationship management (eCRM) and online supply chain management (SCM) have both come to the forefront of the Internet economy. eCRM complements SCM by supporting the analysis of business-to-business (B2B) online transactions to improve the organization's overall knowledge of demand. Furthermore, SCM planners can better plan for the fulfillment of online orders in an eCRM-enabled organization, as production and delivery processes are more easily customized with improved prediction from eCRM-derived demand knowledge. Many firms, however, have had difficulty implementing eCRM and SCM applications. In this chapter we discuss the relationship between eCRM and SCM and evaluate select critical success factors for eCRM and SCM implementation.
