Personal Assignment 3

Commencing starts (diberikan pada) Session 7

Due date (dikumpulkan pada Session 8).

1. What success factors and technologies can be used to build and maintain the online
relationship?

Success factors that can be used to build and maintain the online relationship are :
• The processes, through which the customer relates with the organization, according to
Thompson, are: marketing, sales, and service.
• The human factor (on behalf of employees within the organization and as of the
customers) with a key role within the CRM strategy.
• The technology is what facilitates implementing the CRM strategy and it is offered on-
premise, on-demand or through Software as a Service (SaaS) CRM depending on the
vendor; thus, it is necessary to know which of these technologies are and how they favor
the CRM strategy.

Technologies that can be used to build and maintain the online relationship are :
 Sales force automation
 Software for CRM
 Data warehouse and data mining
 Help Desk
 Call Centers
 Internet Influence

Reference:
http://www.iaeng.org/publication/WCECS2010/WCECS2010_pp1121-1125.pdf
2. How a model of the relationship between different aspects of trust and consumer
response based on the categories ?