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

Shaohong Zheng; David C. Yen; Doug Havelka; Cheng-Yuan Ku

doi:10.1504/IJITM.2002.001187

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

Shaohong Zheng, David C. Yen^*, Doug Havelka, Cheng-Yuan Ku

^*Corresponding author for this work

Institute of Information Management

Research output: Contribution to journal › Article › peer-review

3 Scopus citations

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.

Original language	English
Pages (from-to)	50-68
Number of pages	19
Journal	International Journal of Information Technology and Management
Volume	1
Issue number	1
DOIs	https://doi.org/10.1504/IJITM.2002.001187
State	Published - 1 Jan 2002

Keywords

CRM system
Customer relationship
Customer relationship management
E-business
ERP system
SCM system
Web-enabled CRM

Access to Document

10.1504/IJITM.2002.001187

Cite this

@article{9cec8a489e6d4de6817a43acce224bdb,

title = "The integrative role of CRM with ERP and SCM in the e-business environment",

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 = "CRM system, Customer relationship, Customer relationship management, E-business, ERP system, SCM system, Web-enabled CRM",

author = "Shaohong Zheng and Yen, {David C.} and Doug Havelka and Cheng-Yuan Ku",

year = "2002",

month = jan,

day = "1",

doi = "10.1504/IJITM.2002.001187",

language = "English",

volume = "1",

pages = "50--68",

journal = "International Journal of Information Technology and Management",

issn = "1461-4111",

publisher = "Inderscience Enterprises Ltd",

number = "1",

}

TY - JOUR

T1 - The integrative role of CRM with ERP and SCM in the e-business environment

AU - Zheng, Shaohong

AU - Yen, David C.

AU - Havelka, Doug

AU - Ku, Cheng-Yuan

PY - 2002/1/1

Y1 - 2002/1/1

N2 - 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.

AB - 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.

KW - CRM system

KW - Customer relationship

KW - Customer relationship management

KW - E-business

KW - ERP system

KW - SCM system

KW - Web-enabled CRM

UR - http://www.scopus.com/inward/record.url?scp=1342347560&partnerID=8YFLogxK

U2 - 10.1504/IJITM.2002.001187

DO - 10.1504/IJITM.2002.001187

M3 - Article

AN - SCOPUS:1342347560

SN - 1461-4111

VL - 1

SP - 50

EP - 68

JO - International Journal of Information Technology and Management

JF - International Journal of Information Technology and Management

IS - 1

ER -

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

Abstract

Keywords

Access to Document

Other files and links

Fingerprint

Cite this