| A Functional Framework for Integrating eCRM with Workflow Management Based on Customer Value |
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| 作者姓名： | W. H. Ip 陈伯成 Henry C. W. Lau 梁冰 |
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| 作者单位： | Department of Industrial and Systems Engineering Hong Kong Polytechnic University Hunghom Hong Kong China，Department of Industrial and Systems Engineering Hong Kong Polytechnic University Hunghom Hong Kong China，Department of Industrial and Systems Engineering Hong Kong Polytechnic University，Hunghom Hong Kong China，School of Economics and Management Tsinghua University，Beijing 100084 China |
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| 基金项目： | Supported by the National Natural Science Foundation of China (No. 70231010) |
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| 摘 要： | Introduction No other inventions in recent years have had such a deep influence on how companies manage their customer relationships and how they do business as the Internet. Use of the Internet has changed customers’ purchase expectations to a totally n…
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| 关 键 词： | 客户关系管理 工作流管理 信息系统 供应链管理 客户价值 eCRM 电子商务 |
| 收稿时间： | 2004-04-08 |
| 修稿时间： | 2004-04-082004-08-26 |
A Functional Framework for Integrating eCRM with Workflow Management Based on Customer Value |
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| W.H. Ip, Bocheng Chen, &#x;ÿ&#x;, Henry C.W. Lau,Bing Liang, &#x; .A Functional Framework for Integrating eCRM with Workflow Management Based on Customer Value[J].Tsinghua Science and Technology,2006,11(1):65-73. |
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| Authors: | WH Ip Bocheng Chen &#x;ÿ&#x; Henry CW Lau Bing Liang &#x; |
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| Institution: | Department of Industrial and Systems Engineering, Hong Kong Polytechnic University, Hunghom, Hong Kong, China; School of Economics and Management, Tsinghua University, Beijing 100084, China |
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| Abstract: | eCRM ties customer relationship management with e-business. Very often, eCRM is interfaced with other information systems to form a seamless integration and interchange of information both inside and outside an organization--a work flow management system. This integration of business partners, suppliers, and customers is essential in this global competitive market environment. An effective infrastructure and hence an appropriate framework are required to provide the information exchange and data analysis between eCRM and work flow management. This paper proposes a functional framework of eCRM based on customer value to realize the win-win strategy for both the companies and their customers. Moreover, a workflow management system also forms an integral part of this total solution to facilitate the implementation of a supply chain or extended enterprise. |
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| Keywords: | customer relations management work flow management information system supply chain |
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