CALL FOR PAPERS FOR

2004

Americas Conference on
Information Systems
New York City, NY, USA
August 05-08

 

Customer Relationship Management (CRM)

 

Electronic Commerce (eCommerce) continues to be a significant, pervasive issue for both enterprises and customers. eCommerce is comprised of two relationship types: those between enterprises and customers; and those between and among enterprises.  It is the former this minitrack addresses.  Fundamentally CRM concerns attracting and keeping “Economically Valuable” customers and repelling and eliminating “Economically Invaluable” ones. We are on the threshold of a shift from a transaction-based economy to a ‘relationship-based economy’. 

 

The increasing importance of managing customer relationships in eCommerce is the stimulus for this minitrack.  There are five major non-mutually-exclusive topics within this minitrack: CRM within Markets; CRM within Business Models; Knowledge Management for CRM; CRM Technological Issues and CRM Human Issues. Each major topic is composed of minor ones, due to the complexity and richness of CRM issues that need to researched.

 

Potential topics and research questions that this minitrack addresses include but are not limited to:

Topic 1. CRM within Markets

  • How markets will emerge?
  • How the balance of power between suppliers and buyers may shift?
  • Who will benefit most from changing market structures?

Topic 2. CRM within Business Models

  • Will new Customer Relations Management Processes be developed? and how will they be structured?
  • Can process models and business models be developed to help companies involved in eCommerce to attract "economically valuable" customers and retain them and at the same time repel "economically invaluable" customers and keep them away?
  • What types of cooperative norms will develop within eCommerce virtual communities?

Topic 3. Knowledge Management For CRM

  • Customer Profiles, Knowledge Elicitation and Creation
  • Knowledge Analysis
  • Knowledge Representation

Topic 4. CRM Technological Issues

  • What types of interfaces are best for producing sales?
  • Can the number of actions required for an electronic purchase be minimized?

Topic 5. CRM Human Issues

  • Customer Commitment to Relationships
  • Customer Trust
  • Privacy
  • Customer Satisfaction
  • Customer Value-added Measurement
  • Customer Interactions
  • Cyber-intermediation

Topic 6. Case Studies and Demonstrations of 'Real World' CRM Applications

 

Minitrack Chairs

Nicholas C. Romano, Jr.
Assistant Professor
College of Business Administration 
Department of Management Science and Information Systems

Oklahoma State University

700 North Greenwood Avenue

Tulsa, OK 74106-0700 USA

PHONE: (918) 594-8506 FAX: (918) 594-8281

EMAIL: Nicholas-Romano@MSTM.OKState.EDU

Jerry Fjermestad
Associate Professor
School of Management &

Information Systems Department
New Jersey Institute of Technology
University Heights
Newark, NJ 07102
Tel: (973) 596-3255
Fax: (973) 596-3074
fjermestad@adm.njit.edu

 

The best papers from the AMCIS-2004 CRM mini-track will be considered for a research monograph on Customer Relationship Management: Advances and Issues in the Advances in Management Information Systems series, affiliated with the Journal of Management Information Systems (JMIS). The Web page is:  http://www.mesharpe.com/amis.htm.  The papers will required to be enhances and re-reviewed for the monograph.  There are many opportunities for high quality CRM papers to be published in journals the near future.

For more information: http://web.njit.edu/~jerry/AMCIS-2004.html

IMPORTANT DEADLINES

 

Guidelines for Submission

·        Submit abstracts via email to [mini-track chair and email address] by February 1, 2004. This is an important step to ensure that you have submitted your paper to the correct mini-track.

·        Final papers will be submitted via the AIS Review System, deadline is February 22, 2004. See the conference website for details: http://howe.stevens.edu/amcis2004

·        Copyright Information: Submission of a paper to the conference represents the author's agreement to allow AIS to publish the paper in any written or electronic format for distribution to all interested parties in perpetuity with or without compensation to AIS and without compensation to the author.  The parties understand that the author is granting a nonexclusive license and all copyrights remain the property of the author.