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Approach to overcome existing limitations for CRM implementation
| In: Proceedings of ECIS 2002, ECIS 2002, Gdansk. |
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Keywords:
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Reference Model
,
Customer Relationship Management
,
Business Media
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Parent document:
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Text type:
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conference paper
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Language:
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English
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Quality:
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double-blind reviewed
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Authors:
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Buehrer, Roger
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Mueller, Christian
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| Abstract: |
This article bases on work that has been carried out in a EU founded project on innovative solutions to improve the management of customer relationship.<br> Based on the identified research gap regarding failures of CRM a market study was carried out among CRM software producers and vendors. Hereby the authors differentiated in four different perspectives: business, process, functionality and infrastructure. The aim of this differentiation is to better locate the problems of today's CRM solutions for the different layers within a company.<br> The authors’ main conclusion is that business requirements of a today's companies do not fit with the nowadays CRM solutions. Control, data sharing, multi-modal access, analysis and process flexibility are not supported sufficiently. Based on the research results a first approach for innovative CRM middleware is presented.
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| Citation: |
Buehrer, Roger, Mueller, Christian(2002): Approach to overcome existing limitations for CRM implementation, in:Proceedings of ECIS 2002, ECIS 2002, Gdansk., http://www.businessmedia.org/modules/pub/view.php/businessmedia-17, [07/06/2008]
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| Full text download: |
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