Title: Constructing an integrated framework of life-cycle model to implement relationship management in an EC environment

Authors: Kun-Lin Hsieh

Addresses: Department of Information Management and Research Group in Systemic and Theoretical Sciences, National Taitung University, 684 Chunghua Rd., Sec. 1, Taitung 950, Taiwan, ROC

Abstract: Under the competitive environment, most enterprises are facing a problem that the profit will be gradually less. How to develop techniques to enhance their competitive capabilities is the primary work. Recently, Customer Relationship Management (CRM), a technique for many enterprises to strengthen their competitive capabilities, can be used to solve the issue. Aside from CRM strategy, Supplier Relationship Management (SRM), which is the way to manage the relationship between suppliers and enterprises, is another concept proposed to solve it with an opposite logistic thinking. CRM strategy will be implemented based on the Customer Service Life Cycle (CSLC) model. Besides, we will employ the concept of CSLC model into constructing a new model suitable for implementing SRM strategy, which is called the Supplier Service Life Cycle (SSLC) model. Finally, an integrated framework for implementing CRM/SRM during an Electronic Commerce (EC) environment, based on life-cycle model, is defined.

Keywords: customer relationship management; CRM; supplier relationship management; SRM; customer service life cycle; CSLC; supplier service life cycle; SSLC; life cycle model; e-commerce; electronic commerce.

DOI: 10.1504/IJIEM.2005.008411

International Journal of Internet and Enterprise Management, 2005 Vol.3 No.3, pp.246 - 263

Published online: 19 Dec 2005 *

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