Unbundling and delivering CRM applications as e-services: a case study in customer segmentation
by Pedro R. Falcone Sampaio, Yong He
International Journal of Services Technology and Management (IJSTM), Vol. 7, No. 3, 2006

Abstract: The development of Customer Relationship Management (CRM) capabilities by incrementally sourcing and combining 'best of breed' services from different providers is a key lever for reducing the implementation risks and costs linked to CRM projects. Central to a 'best of breed' and incremental CRM implementation strategy is the decomposition or 'unbundling' of CRM functionality into a portfolio of services that can be sourced from the application service providers and/or developed internally in the client organisation. This paper proposes an unbundling approach for disintegrating enterprise applications into e-services, addressing IT issues and methodological steps relating to the disintegration of CRM applications into self-contained e-services and developing the service blueprint to deliver the e-service. In particular, the paper conducts a walk through the unbundling process, describing a case study to illustrate the unbundling of customer segmentation functionality towards packaging and delivering the functionality as an on-demand e-service.

Online publication date: Fri, 09-Jun-2006

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services Technology and Management (IJSTM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com