Title: Investigating websites' e-CRM features in building customer relationships: evidence from Greece

Authors: Eugenia Papaioannou; Costas Assimakopoulos; Christos Sarmaniotis; Christos K. Georgiadis

Addresses: Department of Informatics, University of Macedonia, Egnatia 156, P.O. Box 1591, 54006, Thessaloniki, Greece ' Department of Business Administration, Alexander Technological Educational Institute of Thessaloniki, P.O. Box 141, 57400, Thessaloniki, Greece ' Department of Business Administration, Alexander Technological Educational Institute of Thessaloniki, P.O. Box 141, 57400, Thessaloniki, Greece ' Department of Informatics, University of Macedonia, Egnatia 156, P.O. Box 1591, 54006, Thessaloniki, Greece

Abstract: In this study the 500 largest Greek companies are examined concerning their websites as marketing communication channels. Features of the websites are analysed and the most important features are categorised. Companies' characteristics are analysed and connected to the business activities of the firms. Simultaneously, the companies are segmented using a two-step cluster analysis and, hence, the profiles of the clusters are presented. The findings indicate that Greek firms do not adopt advanced e-CRM features as a means to obtain feedback. Only a minority of firms surveyed have exploited the web as a marketing communication tool. Further, a field research was conducted addressed to the marketing managers of the largest 500 companies in Greece. The survey showed that the advanced e-CRM features are found to be related to the communication and advertisement goals of a company's website. Moreover, those advanced features are related to the e-commerce web applications and information quality of the company's webpage. Finally, some e-CRM strategy features and pursued characteristics of a company webpage, according to the marketing managers of the firms, are identified and presented.

Keywords: e-CRM features; marketing communication; internet; e-commerce; websites; Greece; electronic commerce; customer relationships; electronic CRM; customer relationship management; information quality.

DOI: 10.1504/IJIMA.2014.067659

International Journal of Internet Marketing and Advertising, 2014 Vol.8 No.4, pp.320 - 338

Available online: 16 Feb 2015 *

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