Given the increasing relevance of Customer Relationship Management, the strategic management and control of customer-centric investments is key success factor. For this reason investments in customer relationships have to be managed like any other investments of the company. The following...

In the last years, customer centricity has turned out to be a promising paradigm for maximizing corporate value by increasing value contributions from customers. In this context, the discipline of revenue management provides plenty of methods to optimize (predominantly short-term) cash-inflows...

By means of service-oriented architectures the IT support of processes can be designed as a portfolio of individual IT services provided by different suppliers. The processes are designed based on selection decisions between IT services that potentially have to be included. Many companies...

There is no doubt that at least since the 1990s process orientation has evolved into one of the central paradigms of organizational design. Since then, all process management subtasks have matured. Process management decisions, however, lack economic foundation. They are usually based on...