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Customer relationship management (CRM) in business‐to‐business (B2B) e‐commerce

Yun E. Zeng (School of Business, Miami University, Oxford, Ohio, USA)
H. Joseph Wen (College of Applied Science and Technology, Illinois State University, Normal, Illinois, USA)
David C. Yen (School of Business, Miami University, Oxford, Ohio, USA)

Information Management & Computer Security

ISSN: 0968-5227

Article publication date: 1 March 2003



Customer relationship management (CRM) and business‐to‐business (B2B) are essential to the success of modern business. Although they are two different modules, they share many similarities. The integration of CRM and B2B will benefit all related parties in business processes, including sales, marketing, customer service, and information support. This article discusses the characteristics, similarities, and differences of B2B and CRM. It also explores the CRM‐B2B integration strategies, the current issues and their future development trends.



Zeng, Y.E., Wen, H.J. and Yen, D.C. (2003), "Customer relationship management (CRM) in business‐to‐business (B2B) e‐commerce", Information Management & Computer Security, Vol. 11 No. 1, pp. 39-44.




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