Business Process Design and Implementation for Customer Segmentation e-Services

Authors:
Pedro R. Falcone Sampaio;Yong He
Affiliations:
University of Manchester, UK;University of Manchester, UK
Venue:
EEE '05 Proceedings of the 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service (EEE'05) on e-Technology, e-Commerce and e-Service
Year:
2005

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Abstract

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 piece-meal approach to CRM sourcing..