DocumentCode
2709797
Title
Business process design and implementation for customer segmentation e-services
Author
Sampaio, Pedro R Falcone ; He, Yong
Author_Institution
Sch. of Informatics, Manchester Univ., UK
fYear
2005
fDate
29 March-1 April 2005
Firstpage
228
Lastpage
234
Abstract
Sourcing CRM services on the Web via application service providers (ASP) is a key business tactics for reducing the total ownership costs and implementation risks linked to "big bang" CRM implementations. To deliver CRM through the ASP model it is imperative to have a detailed map of the business process and implementation framework underpinning the delivered service. This paper contributes to the e-CRM implementation landscape by providing a detailed account of the business process design and implementation support for a customer segmentation e-service aimed at supporting a best of breed and piecemeal approach to CRM sourcing.
Keywords
Internet; customer services; electronic commerce; outsourcing; ASP model; Internet; application service providers; business process design; customer segmentation e-service; e-CRM services; Application specific processors; Automation; Companies; Costs; Customer relationship management; Helium; Informatics; Portfolios; Process design; Profitability;
fLanguage
English
Publisher
ieee
Conference_Titel
e-Technology, e-Commerce and e-Service, 2005. EEE '05. Proceedings. The 2005 IEEE International Conference on
Print_ISBN
0-7695-2274-2
Type
conf
DOI
10.1109/EEE.2005.43
Filename
1402300
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