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Fri, 3 Feb 2006 13:44:45 -0500
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Call for Papers

Special Issue on Electronic Customer Relationship Management – Assessing
the State of the Domain

International Journal of E-Business Research (IJEBR)
April/June 2007

Marketing is no longer simply about developing, selling and delivering
products. In an era when markets are becoming more fragmented, global,
sophisticated and above all competitive, marketing is progressively more
concerned with the development and maintenance of mutually satisfying long-
term relationships with customers. To this end, organisations are seeking
to adopt 'relationship marketing'(RM) with the expectation that it will
help them retain customers and in so doing deliver long-term and value-
added relationships with their customers. Customer Relationship Management
(CRM) is promoted as the ideal mechanism for implementing relationship
marketing on a company-wide basis.  Moreover, for the majority of
organisations the most obvious way to implement CRM is through the
acquisition and implementation of software applications, typically in the
form of electronic customer relationship management technology (e-CRM
technology). As a consequence, the annual global expenditure on e-CRM
technologies is growing rapidly, year on year.

The term e-CRM is used to describe a broad range of technologies that
might helpfully support and facilitate a companies CRM strategy. Such
technologies are likely to include a combination of: web-sites, email,
data capture, data warehousing and data mining. However, it is typically
the Internet that is seen as playing the most significant role when it
comes to operationalising CRM or relationship marketing, as it can support
rich, effective, rapid and highly customised communication between an
organization and its customers. Moreover, it is likely that the rapid
advances in new communications technology - particularly the emergence of
3G mobile networks and wireless computing - will further emphasise the
importance of internet-based CRM.

Our goal for this special issue of the International Journal of Electronic
Business Research is to deliver a coherent collection of papers that
provide significant new insights into how e-CRM is being applied and
integrated within business organizations, and the impacts this is having
on their operational and financial performance, and the design of their
business structures and processes. Whilst empirical, theoretical and
conceptual studies are equally welcome for submission to the special
issue, the likely practical implications of the research for the effective
adoption of e-CRM should be emphasised in all contributions.

Topics of interest include - but are not limited to - studies of:
-Methods; tools and approaches that can be used to support the
introduction of e-CRM.
-Facilitators and inhibitors of the adoption of e-CRM;
-The achievement of competitive advantage through the adoption of e-CRM;
-Customer responses to the introduction of e-CRM;
-The role of e-CRM in the development and management of multi-channel
-Case studies of successful and / or unsuccessful e-CRM initiatives;
-Gauging the effectiveness of e-CRM, through performance measurement;
-The impact of customer e-CRM on organizational structure and behaviour;
-The role of e-CRM in B2B contexts.

Authors intending to submit papers for the special issue are advised to
submit a 100-150 word abstract of their paper highlighting the objectives
and coverage of the paper, including title, authors name / address and 5
keywords, by 10 March 2006, and full paper by 31 March 2006.

Guidelines on preparation of manuscript are available at:

Guest Editors

Dr Neil F. Doherty
The Business School,
Loughborough University
Leicestershire, United Kingdom, LE11 2BU
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Dr Nigel Lockett
The Management School
Lancaster University,
Lancashire, United Kingdom
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Submission of Abstract/                          10 March 2006
   Expression of Interest
Submission of full paper                          31 March 2006
Notification of decision on submission       30 June 2006
Publication                                   April 2007
Publisher: IJEBR will be published by Idea Group Inc., publisher of "Idea
Group Publishing", "Information Science Publishing", "IRM Press",
“Information Science? "Idea Group Reference" and "CyberTech" imprints.
For more information, please visit

Editor in Chief:  Dr. In Lee, Western Illinois University, is editor-in-
chief of the International Journal of E-Business Research.

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