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Electronic Customer Relationship Management (e-CRM) in Jordan: The Case of Egyptian Arab Land Bank

Electronic Customer Relationship Management (e-CRM) in Jordan: The Case of Egyptian Arab Land Bank

Rawan Khasawneh, Emad Abu-Shanab
Copyright: © 2012 |Volume: 3 |Issue: 3 |Pages: 11
ISSN: 1947-9301|EISSN: 1947-931X|EISBN13: 9781466614550|DOI: 10.4018/jtd.2012070104
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MLA

Khasawneh, Rawan, and Emad Abu-Shanab. "Electronic Customer Relationship Management (e-CRM) in Jordan: The Case of Egyptian Arab Land Bank." IJTD vol.3, no.3 2012: pp.36-46. http://doi.org/10.4018/jtd.2012070104

APA

Khasawneh, R. & Abu-Shanab, E. (2012). Electronic Customer Relationship Management (e-CRM) in Jordan: The Case of Egyptian Arab Land Bank. International Journal of Technology Diffusion (IJTD), 3(3), 36-46. http://doi.org/10.4018/jtd.2012070104

Chicago

Khasawneh, Rawan, and Emad Abu-Shanab. "Electronic Customer Relationship Management (e-CRM) in Jordan: The Case of Egyptian Arab Land Bank," International Journal of Technology Diffusion (IJTD) 3, no.3: 36-46. http://doi.org/10.4018/jtd.2012070104

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Abstract

The continuous and rapid development of information and communication technology (ICT) influenced the operations and services provided by the banking sector. Many financial institutions adopted the “customer is king\queen” strategy by changing their business environment, making use of various types of ICT to their relationship with their customers. One of the major new trends is the concept of e-CRM, which defines an improved relationship with customers utilizing the Internet, web browsers, and other web application. E-CRM is making customer service more effective and efficient. This paper aims to gain a better understanding of the application of e-CRM concept and its benefits to both customers and banks utilizing the case of the Egyptian Arab Land Bank in Jordan.

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