The benefits of eCRM -- The challenge of eCRM -- Making the transition to the internet age -- Improving e-customer retention -- Creating new markets for customers with diverse needs -- Automating the customer loyalty process -- Employee loyalty in the e-corporation -- Personalizing your...

Chapter I Customer Relationship Management -- A Strategy for Success in Electronic Commerce Nils Madeja, Detlef Schoder 1 -- Chapter II Customer-centric Internet Strategies: Achieving Competitive Advantage through CRM Calin Gurau 21 -- Chapter III eCRM Integration in E-Business: First Line of...