论文信息 - Business process design and implementation for customer segmentation e-services

Business process design and implementation for customer segmentation e-services

Sourcing CRM services on the Web via application service providers (ASP) is a key business tactics for reducing the total ownership costs and implementation risks linked to "big bang" CRM implementations. To deliver CRM through the ASP model it is imperative to have a detailed map of the business process and implementation framework underpinning the delivered service. This paper contributes to the e-CRM implementation landscape by providing a detailed account of the business process design and implementation support for a customer segmentation e-service aimed at supporting a best of breed and piecemeal approach to CRM sourcing.

Yong He | Pedro R. Falcone Sampaio

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