Abstract:

With the rapid increase in globalization and competition in recent years, a necessity for creating long-term relationships between businesses and consumers has emerged. Though, the rapid growth of electronic commerce and the spread of internet-based services have given birth to a new concept, e-CRM. In this direction, the aim of this study is to examine the effect of customer relationship management on online shopping. In addition, within the scope of the study, it is aimed to reveal the categorical distribution of the questions in order to determine which subjects are more prominent in the questions directed by the consumers to the sellers about the products and services. Within the scope of the research, a total of 1,109 questions directed to sellers by consumers about 23 wearable technology products were examined. An important part of the questions asked about 20 different topics was about the use or compatibility of any wearable technology product with other devices. Questions asked about product features and different color, size and material options are other important topics that come to the fore. Since customer relationship management through online platforms will gain more importance in the coming years, it is expected that this study will guide other studies in the same field.

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