Title :
Future mobile CRM in the automotive and tourist area (IEEE-DEST 2009)
Author :
Steimer, Fritz L. ; Steimer, Tobias
Author_Institution :
Digital Media Dept., Furtwangen Univ., Furtwangen im Schwarzwald, Germany
Abstract :
This paper describes parts of a research project that focused Future Mobile Customer Relationship Management (M-CRM) in the automotive industry and the tourism. Therefore, the paper deals with the possibilities and aspects to support CRM via future mobile services. The key profiles of future mobile communication are Interactive Broadband Protocols, Location Based Services and Individualized/Personalized Services - mainly based on Multimedia-Information. These profiles are embedded in a three-layer communication model. In addition, a specific CRM-Value Chain for CRM is defined. The mentioned profiles on one hand and the orientation on the CRM-Value Chain on the other hand are offering innovative applications to support the clients of a company as well as employees (i.e. sales assistants). In this manner, the new mobile CRM solutions can represent a specific kind of collaborative application.
Keywords :
automobile industry; customer relationship management; mobile communication; mobile computing; multimedia systems; travel industry; CRM-value chain; automotive area; customer relationship management; future mobile CRM; future mobile communication; interactive broadband protocols; location based services; multimedia information; personalized services; three-layer communication model; tourist area; 3G mobile communication; Automotive engineering; Collaboration; Content management; Customer relationship management; Ecosystems; Games; Marketing and sales; Mobile communication; Multiaccess communication;
Conference_Titel :
Digital Ecosystems and Technologies, 2009. DEST '09. 3rd IEEE International Conference on
Conference_Location :
Istanbul
Print_ISBN :
978-1-4244-2345-3
Electronic_ISBN :
978-1-4244-2346-0
DOI :
10.1109/DEST.2009.5276693
