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

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

Addresses: 607 McAlpin Ave. 11, Cincinnati, OH 45220, USA. Department of DSC & MIS, Miami University, Oxford, Ohio 45056, USA. Department of DSC & MIS, Miami University, Oxford, Ohio 45056, USA. Department of Information Management, National Cheng Chung University, Chia-Yi, Taiwan, ROC.

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.

DOI: 10.1504/IJITM.2002.001187

International Journal of Information Technology and Management, 2002 Vol.1 No.1, pp.50-68

Published online: 01 Jul 2003 *

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