Four new reports are now available
for downloading from the STAR web site:
"Emerging Trends in Customer
Relation Management Using ICT: the Retail Trade Industry"
While the electronic customer
relationship management in the retail trade industry is considered
a strategic element in the development of electronic commerce,
its potentialities are far from being fully completed. This report
analyses the results of a research based on a survey of sixteen
companies in the large-scale retail trade sector in four European
countries (France, Greece, Italy and the United Kingdom) and
presents a detailed assessment of the functional and organisational
changes resulting from the introduction of e-CRM in retail companies.
"Emerging Trends in Customer
Relation Management Using ICT: the Financial Services"
Over the last decade the financial
industry has experienced remarkable changes in its organisational
and competitive structure. Increasing globalisation and growing
competition along with the advent of the Internet have brought
fundamental changes in the financial services supply and have
driven this industry towards e-CRM. This report, based upon seventeen
European case studies, provides an examination of the emerging
trends in customer relationship management using information
and communication technologies ("e-CRM") in the financial
sector.
"Settling the e-CRM Frontier:
the Experience of Innovating European Firms"
This report examines how business
practices in customer relationship management are evolving in
Europe given the variety of new ICT applications such as call
centres, Internet-based help desks and e-mail use, direct customer
ordering and enquiries, and customer information provision on
the World Wide Web. It is based upon case studies of the experience
of sixteen European companies that had a degree of success in
undertaking e-CRM implementations.
"ICTs and Improved Consumer
Control on Content Supply: the Case of the Entertainment, Video
games and Software Industries".
Starting from the assumption
that progress made in information and communication technologies
(ICTs) could provide demand (consumers) with better control on
supply (content producers), this report investigates the effects
of enhanced consumer control in terms of quality, diversity,
and collective creation, with particular regard to three specific
types of content: entertainment, videogames and software.
As for all STAR reports, they
are available for free downloading upon registration. The executive
summary, instead, is available directly online (http://www.databank.it/star).
Should you have any problems
with the downloading or need any further information, please
do not hesitate to contact the STAR project consortium(star@dbcons.it).
STAR Project Email contact:
star@dbcons.it
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