The integrative role of CRM with ERP and SCM in the e-business environment

Shaohong Zheng, David C. Yen, Doug Havelka, Cheng-Yuan (Cooper) Ku

International Journal of Information Technology and Management, 2002, vol. 1, issue 1, 50-68

Abstract: When customer relationship management becomes critical to business success, Customer Relationship Management (CRM) applications are viewed by organisations as a key vehicle to building long-term customer relationships and achieving competitive advantages. This paper focuses on discussing the role of CRM with respect to e-business, ERP and Supply Chain Management (SCM) systems. The definition, evolution, components, applications and current status of CRM will also be discussed. A brief overview of ERP, SCM systems and e-business will be presented as well.

Keywords: customer relationship; customer relationship management; CRM system; SCM system; ERP system; e-business; web-enabled CRM. (search for similar items in EconPapers)
Date: 2002
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