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Title: Functional framework for integrating eCRM with workflow management based on customer value
Authors: Ip, WH 
Chen, B
Lau, HCW
Liang, B
Issue Date: 2006
Source: Tsinghua science and technology (清华大学学报自然科学版) (英文版), 2006, v. 11, no. 1, p. 65-73
Abstract: Electronic customer relationship management (eCRM) ties customer relationship management with e-business. Very often, eCRM is interfaced with other information systems to form a seamless integration and interchange of information both inside and outside an organization, providing a work flow management system. This integration of business partners, suppliers and customers is essential in this global competitive market environment. An effective infrastructure and hence an appropriate framework are required to provide the information exchange and data analysis between eCRM and work flow management. This paper proposes a functional framework of eCRM based on customer value to realize the win-win strategy for both the companies and their customers. Moreover, a workflow management system also forms an integral part of this total solution to facilitate the implementation of a supply chain or extended enterprise.
Keywords: Customer relationship management
Information system
Supply chain
Work flow management
Publisher: Tsinghua University
Journal: Tsinghua science and technology (清华大学学报自然科学版) (英文版) 
ISSN: 1007-0214
DOI: 10.1016/S1007-0214(06)70156-0
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