外文文献：一个集成的电子客户关系管理功能架构基于顾客价值的工作流程管理.pdfVIP

TSINGHUA SCIENCE AND TECHNOLOGY I SSN 1007- 0214 11/2 1 pp6 5-73 Volume 11, Number 1, February 2006 A Functional Framework for Integrating eCRM with * Workflow Management Based on Customer Value W. H. Ip, CHEN Bocheng (陈伯成)†,**, Henry C. W. Lau, LIANG Bing (梁 冰)† Department of Industrial and Systems Engineering, Hong Kong Polytechnic University, Hunghom, Hong Kong, China; †School of Economics and Management, Tsinghua University, Beijing 100084, China Abstract: eCRM ties customer relationship management with e-business. Very often, eCRM is interfaced with other information systems to form a seamless integration and interchange of information both inside and outside an organization—a work flow management system. This integration of business partners, sup- pliers, and customers is essential in this global competitive market environment. An effective infrastructure and hence an appropriate framework are required to provide the information exchange and data analysis between eCRM and work flow management. This paper proposes a functional framework of eCRM based on customer value to realize the win-win strategy for both the companies and their customers. Moreover, a workflow management system also forms an integral part of this total solution to facilitate the implementa- tion of a supply chain or extended enterprise. Key words: customer relations management; work flow management; information system; supply chain relationship management with e-business. Many fore- Introduction