Knowledge Enabled Customer Relationship Management

Item Type Book Section

he redesign of business processes and the implementation of standard software for enterprise resource planning (ERP) in recent years has led to significant improvements in both process performance and service quality (cf. Chap. 2.3.1). Now that the classic reengineering trend is slowing down, companies have come to realize that efficiency in itself is no longer sufficient if they are to compete for customers in the 21st century. In many markets we are currently witnessing a major move away from market and product centricity towards a complete realignment of business processes in order to integrate with customer processes, which creates additional customer values and finally leads to lasting customer relations. The efforts directed at building and maintaining long-term relationships with customers are usually summarized as ‘customer relationship management (CRM)’. CRM represents one of the networking strategies in Business Networking (cf. Chap. 4.3.3) and is driven by both business and technology:

Authors Schulze, Jens; Bach, Volker; Österle, Hubert & Thiesse, Frédéric
Editors Österle, Hubert; Fleisch, Elgar & Alt, Rainer
Research Team CKM, IWI4
Language English
Keywords Customer Relationship Management (allgemein)
Subjects information management
HSG Classification not classified
Refereed No
Date 2001
Publisher Springer
Place of Publication Berlin
Page Range 135-152
Number of Pages 18
Title of Book Business Networking : Shaping Collaboration Between Enterprises
ISBN 978-3-642-62536-7
Publisher DOI 10.1007/978-3-642-56502-1_7
Depositing User Prof. em. Hubert Österle
Date Deposited 21 Mar 2005 15:52
Last Modified 23 Aug 2016 11:13


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Schulze, Jens; Bach, Volker; Österle, Hubert & Thiesse, Frédéric: Knowledge Enabled Customer Relationship Management. In Österle, Hubert; Fleisch, Elgar & Alt, Rainer (ed.): Business Networking : Shaping Collaboration Between Enterprises. Berlin : Springer, 2001, S. 135-152.

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