Title: The design and analyses of customer relationship management using ARIS technique

Authors: Henry Ker-Chang Chang, Chin Hsiung, Ronlon Tsai

Addresses: Graduate Institute of Business Administration, Chang Guag University, Tao-Yuan, Taiwan, ROC. ' Omexey Enterprise Co. Ltd., 3F, No. 307, Tun Hua N. Rd., Taipei, Taiwan, ROC. ' Graduate Institute of Information Management, Chang Guag University, Tao-Yuan, Taiwan, ROC

Abstract: The prosperous development of electronic commerce (EC) has led to the appearance of enterprise resource planning (ERP) – a new information system attractive to owners of various kinds of companies or academies. However, the new challenge of business processes lies in the addition of new customers and in the retaining of old customers. The new challenge, customer relationship management (CRM), is the motivation of this work. We intend to design and develop the new process models of a CRM information system. A selling process flow of jointed consumer cards for CRM structure is applied as an example to demonstrate the results. The Architecture of Integrated information System (ARIS) is applied to set up a CRM reference model. By this approach, all relationships among customers are analysed in the proposed CRM model. The advantage of our performance is derived when the proposed model is applied smoothly. Business process reengineering (BPR) is another advantage induced by the proposed ARIS model. We hope that the proposed CRM reference model, using software package developed by Epicor, can have various applications.

Keywords: electronic commerce; e-commerce; customer relationship management; CRM; enterprise resource planning; ERP; Architecture of Integrated information System; ARIS; business process reengineering; BPR; process modelling.

DOI: 10.1504/IJMED.2006.008239

International Journal of Management and Enterprise Development, 2006 Vol.3 No.1/2, pp.1 - 18

Published online: 25 Nov 2005 *

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