Despite much IS research on customer relationship management (CRM) and respective (critical)success factors (SFs), CRM initiatives are still subject to high failure rates. One reason may be thatmany studies rather exclusively deal with a technological and project perspective and thus focus...

In this paper we contribute to the research on the valuation of business process flexibility. Thisflexibility provides the ability for companies to select the most appropriate execution path for eachprocess instance at runtime from alternative execution paths. Therefore, we introduce a model...