{"title":"A New Model for e-CRM in e-Commerce using Live-Operator","authors":"Samin Jirehbandei, Alireza Nemaney Pour","volume":56,"journal":"International Journal of Economics and Management Engineering","pagesStart":1006,"pagesEnd":1009,"ISSN":"1307-6892","URL":"https:\/\/publications.waset.org\/pdf\/6680","abstract":"Bythe development of the Internet, e-commerce has\r\ngot very popular between organizations. E-commerce means buying\r\nand selling products and services over the Internet. One of the\r\nchallenging issues in e-commerce is how to attract the customers and\r\nhow to satisfy them. Therefore, it is important to keep good\r\nrelationship with the customers. This paper proposes a new model to\r\nincrease the customer satisfaction by introducing live-operator.\r\nLive-operator is a system which is involved both with the customers\r\nand the organization.In this system the customers feelthatthey receive\r\nthe service directly from the organization. This model decreases the\r\nresponse time and the customer loss. Moreover, it increases customer\r\ntrust and the ability of organizations.","references":"[1] H. Bidgoli,Electronic Commerce Principles and Practice,Academic Press,\r\n2002, pp. 57.\r\n[2] D.K.Rigby,F. Reichheld, and P. Schefter, Avoid the four perils of\r\nCRM,Harvard Business Review,2002, pp. 101-109.\r\n[3] K. Rosen,Five myths of CRM,Computerworld, 2001, pp. 60-95.\r\n[4] W. H. DeLone., and E. R. McLean, Information Systems Success: The\r\nQuest for the Dependent Variable,\"Information SystemsResearch,vol. 3,\r\nno. 1,pp. 60-95, 1992.\r\n[5] K. Hee-Woong, L. Gil-Hyung, and P. Shan, \"Exploring the Critical\r\nSuccess Factors for Customer Relationship Managementand Electronic\r\nCustomer RelationshipManagement Systems,\" Proceedings of\r\nInternational Conference on Information Systems, (ICIS 2002), pp.\r\n884-890, 2002.\r\n[6] Jr.Romano,C. Nicholas, andJ. Fjermestad, \"An Agenda for Electronic\r\nCommerce Customer Relationship Management Research,\"Proceedings\r\nof American Conference on Information Systems (AMCIS 2001), pp.\r\n831-832, 2001.","publisher":"World Academy of Science, Engineering and Technology","index":"Open Science Index 56, 2011"}