This mini track addresses issues of Customer Relations Management (CRM). CRM involves attracting and keeping "Economically Valuable" customers and repelling and eliminating "Economically Invaluable" ones. Peter Keen asserts we are on the threshold of a shift from a transaction-based economy to a relationship-based economy. The significance of CRM will continue to increase along with growth in Knowledge-Based Business Models and Electronic Commerce. The future will involve business models that integrate customers as equal partners within markets, rather that than considering them only as end-nodes in value chains. This rising importance of managing customer relationships in Information Systems is the catalyst for proposing this minitrack.

Possible Topics may include but are not limited to the following:

• CRM within Markets
• Market Development and Structure
• Market Management
• Market Governmental Regulation
• Market Cooperative Norms and Netiquette
• CRM within Business Models
• Business Model Development
• Virtual Communities
• Knowledge Management for CRM
• Customer Profiles, Knowledge Elicitation and Creation
• Knowledge Analysis and Enhancement
• Knowledge Representation and Specification
• CRM Technological Issues
• Ease of Use and Usability
• Application of IS theories and Models to eCommerce Applications
• New Devices and Channels
• CRM Human Issues.
• Customer Commitment to Relationships
• Customer Trust and Confidence
• Customer Privacy
• Customer Satisfaction
• Customer Value-added Measurement
• Customer Interactions
• Cyber-intermediation

The CRM Mini-Track will accept both completed research and research in progress. Research in progress should be sufficiently advanced to identify the goals of the study and the expected methodology to be used.

Papers are invited that address any of the areas listed above, as well as any related issues. A range of research methodologies including conceptual, lab experiments, surveys, case studies, action research and others are appropriate.

Mini Track Chair

Nicholas C. Romano, Jr.
Department of MIS
College of Business Administration
600 S. College Avenue
University of Tulsa
Tulsa, OK 74104-3189
Nicholas-Romano@Utulsa.EDU
Voice: 918-631-3992
Fax: 918-631-2164
(No fax submissions please)

All submissions must be in English, and must represent the original work of the authors.

Each submission must consist of an e-mail message body and two file attachments.

• The e-mail message must include the title of the paper, the author's name(s) and contact information (Name, e-mail, mailing address, university/organization affiliation, phone/fax numbers of the contact person and all co-authors), an indication of the corresponding author, and an indication as to whether the paper reports on completed research or a work in process. The subject of this message should be "AMCIS 2000 CRM Minitrack Submission".

• The first attachment should be a title page showing the title of the paper, the author's name(s) and contact information, the abstract, and an indication as to whether the paper reports on completed research or a work in process.

• The second attachment should be the main body of the paper. It should begin with the title of the paper, the abstract, keywords (five words) and an indication as to whether the paper reports on completed research or a work in process. These items should be followed by the body of the paper. (Please check your word processor and remove the author's name from the properties of this document if it are automatically inserted.)

Attachments should be submitted in MS Word format. If this is not possible, authors should contact the Mini-Track Chair in advance and arrange for a suitable workaround.

Each submission is limited to SEVEN pages (approximately 3500 words) in length for a full complete research paper and THREE pages (approximately 1500 words) for a research-in-progress paper. Best papers will be recognized and receive awards at the conference.

All conference submissions and the submission review process will be managed through e-mail. The receipt of submissions will be quickly confirmed by the Mini-Track Chair. Submissions should follow the bibliography style guidelines for MIS Quarterly. Information on camera-ready copy preparation will be provided to submitting authors by the Mini-Track Chairs through e-mail upon acceptance.