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

^*此作品的通信作者

資訊管理研究所

研究成果: Article › 同行評審

3 引文斯高帕斯（Scopus）

摘要

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.

原文	English
頁（從 - 到）	50-68
頁數	19
期刊	International Journal of Information Technology and Management
卷	1
發行號	1
DOIs	https://doi.org/10.1504/IJITM.2002.001187
出版狀態	Published - 1 1月 2002

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10.1504/IJITM.2002.001187

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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.",

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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

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

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