an integrated architecture for strongenterprisestrong relationship.pdfVIP

An Integrated Architecture for Enterprise Relationship Management Chan An Integrated Architecture for Enterprise Relationship Management Joseph O. Chan Roosevelt University, Chicago, IL USA jchan@ ABSTRACT Value creation in the new economy powered by the Internet and globalization is characterized by relationship management, knowledge exchange and real-time connectivity. Enterprise relationship management is a business strategy that optimizes the relationships between a firm and its customers, channel partners, suppliers and other alliance partners, to maximize opportunities. This paper examines the characteristics of enterprise relationship management and its ecosystems in operations, analytics and collaboration enabled by technologies in e- business and knowledge management. An integrated architecture for enterprise relationship management is developed using the enterprise model framework. INTRODUCTION As we move further from the production economy to the knowledge-based economy, the focus of internal efficiency and product differentiation is shifted to value creation through relationship management. Empowered by the Internet and globalization, companies can often sell products they do not produce and can enter new lines of business with lower barriers. In this new business model, relationship management and knowledge management are critical strategies to gain competitive advantages. Customer relationship management (CRM) h