Information security-enabled business process architecture for mobile CRM: the role of technology, planning, training and process

Jayanthi Ranjan and Vishal Bhatnagar

International Journal of Networking and Virtual Organisations, 2010, vol. 7, issue 5, 452-464

Abstract: This paper presents mobile Customer Relationship Management (mCRM) business architecture considering information security measures. The paper presents the importance of technology, process, planning and training as key factors for the proper implementation of mCRM in the organisation. All of us are aware that the information transferred through the mobile medium will likely be threatened by unauthorised users. The customer data reveal hidden and personal information. Private information demands the use of Information Security (IS) measures to enable the secure transmission of customer information. The architecture considers IS of primary concern while implementing mCRM in organisations. The paper also justifies the extensive use of technology innovation for the proper implementation of mCRM.

Keywords: mobile CRM; mCRM implementation; data mining; customer relationship management; information security; technology innovation; training; planning. (search for similar items in EconPapers)
Date: 2010
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