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
fDate :
29 March-1 April 2005
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;
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
DOI :
10.1109/EEE.2005.43
