This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes...

Electronic commerce, supply chain management, customer relationship management, and other forms of Business Networking will fundamentally change the way business will be conducted in the information age. We will see close collaboration between processes of different enterprises, and above all,...

Order management ranks among the key operational processes. Inefficiencies within this process have direct impacts on customer service, order cycle times as well as order execution costs. The massive investments in implementing systems for enterprise resource planning (ERP) have already led to...

Electronic Commerce (EC) and Supply Chain Management (SCM) are fundamental strategic concepts when businesses are forging links with their suppliers and customers. This article analyzes the complementary nature of both concepts. ETA SA, part of ‘The Swatch Group’ in Switzerland, has...

This special theme aims to analyze the linkage between service-orientation and electronic markets. On the one hand, questions focus on how service-oriented thinking and service-oriented solutions provide value to electronic markets, and on the other how electronic markets improve the...

The pharmaceutical industry is undergoing a fundamental transformation. Institutional regulations that have been in place for decades are being removed and competitive pressures on various levels force pharmaceutical companies to adopt customer-oriented strategies. Information technology is an...

Digitale Transformation und Software-defined Business -- Digitalisierung, Innovation und IT-Management -- Innovationsorientiertes IT-Management mit DevOps -- Fallbeispiel T-Systems MMS -- Implikationen für ein innovationsorientiertes ITM mit DevOps.

Dieses Buch zeigt wie die Verbindung von Social Media mit Customer Relationship Management (CRM) Perspektiven für Marketing, Verkauf und Service schafft. Es kombiniert dazu Grundlagenwissen und Fallbeispiele. Für das Social CRM identifizieren die Autoren vier Verwendungszwecke sowie drei...

Dieses Buch bespricht eine Transformation im Bankensektor, die ähnlich tiefgreifend ist, wie einst die Industrialisierung in der Produktion physischer Güter. Sie führt nicht nur zur weiteren Automatisierung von Abläufen in Banken selbst, sondern auch zur Veränderung der Arbeitsteilung im...