E-CRM in SMEs: an exploratory study in Sangammer region of Maharashtra in India

Although there are many definitions of SME's there is no globally accepted definition of a small or medium-sized enterprise. Small Medium Enterprises (SME) the catalyst in economic growth & development of the country, are facing tough competition in market place and in establishing themselves as credible supplier of quality product and services. In India they are producing more than 8000 different products. The common perception is that small to medium businesses have very little options in terms of CRM solutions. This is clearly not the case. SME's now have a lot of options and can exercise same. Businesses are shifting from product centric to customer centric. Long before the advent of technology, businesses have always recognized that the customer is the soul of every business. Businesses try to have personal relationship with their customers. Moving towards customer centric approach is a multi prolonged efforts that requires transformation of process, culture and strategy from top level to every individual employee. Technology has a crucial role in providing tools and infrastructure to support this. CRM supports SMEs in their business customer loyalty

Ontology-based patterns for the integration of business processes and enterprise application architectures

Increasingly, enterprises are using Service-Oriented Architecture (SOA) as an approach to Enterprise Application Integration (EAI). SOA has the potential to bridge the gap between business and technology and to improve the reuse of existing applications and the interoperability with new ones. In addition to service architecture descriptions, architecture abstractions like patterns and styles capture design knowledge and allow the reuse of successfully applied designs, thus improving the quality of software. Knowledge gained from integration projects can be captured to build a repository of semantically enriched, experience-based solutions. Business patterns identify the interaction and structure between users, business processes, and data. Specific integration and composition patterns at a more technical level address enterprise application integration and capture reliable architecture solutions. We use an ontology-based approach to capture architecture and process patterns. Ontology techniques for pattern definition, extension and composition are developed and their applicability in business process-driven application integration is demonstrated

A Model-Based Approach for the Management of Electronic Invoices

The globalized market pushes companies to expand their business boundaries to a whole new level. In order to efficiently support this environment, business transactions must be executed over the Internet. However, there are several factors complicating this process, such as the current state of electronic invoices. Electronic invoice adoption is not widespread because of the current format fragmentation originated by national regulations. In this paper we present an approach based on Model-Driven Engineering techniques and abstractions for supporting the core functions of invoice management systems. We compare our solution with the traditional implementations and try to analyze the advantages MDE can bring to this specific domain

Towards More Data-Aware Application Integration (extended version)

Although most business application data is stored in relational databases, programming languages and wire formats in integration middleware systems are not table-centric. Due to costly format conversions, data-shipments and faster computation, the trend is to "push-down" the integration operations closer to the storage representation. We address the alternative case of defining declarative, table-centric integration semantics within standard integration systems. For that, we replace the current operator implementations for the well-known Enterprise Integration Patterns by equivalent "in-memory" table processing, and show a practical realization in a conventional integration system for a non-reliable, "data-intensive" messaging example. The results of the runtime analysis show that table-centric processing is promising already in standard, "single-record" message routing and transformations, and can potentially excel the message throughput for "multi-record" table messages.Comment: 18 Pages, extended version of the contribution to British International Conference on Databases (BICOD), 2015, Edinburgh, Scotlan

An agile business process and practice meta-model

Business Process Management (BPM) encompasses the discovery, modelling, monitoring, analysis and improvement of business processes. Limitations of traditional BPM approaches in addressing changes in business requirements have resulted in a number of agile BPM approaches that seek to accelerate the redesign of business process models. Meta-models are a key BPM feature that reduce the ambiguity of business process models. This paper describes a meta-model supporting the agile version of the Business Process and Practice Alignment Methodology (BPPAM) for business process improvement, which captures process information from actual work practices. The ability of the meta-model to achieve business process agility is discussed and compared with other agile meta-models, based on definitions of business process flexibility and agility found in the literature. (C) 2017 The Authors. Published by Elsevier B.V

Enhancing User Experience and Usability in Enterprise Software: A User-Centered Design Approach

In recent years, correlated with the rise in remote work, there has been a significant surge in the use of corporate software technologies. These technologies are the software tools users employ to perform their work. Their diversity and complexity are undeniably extensive. The term 'Enterprise User Experience' pertains to the user experience designed for enterprise software. In this master's thesis, grounded in a redesign project of the enterprise financial software by Quantyx, I explore the application of the User-Centered Design (UCD) approach to such systems. Firstly, I introduce a Systematic Literature Review to comprehend the prevailing state of the art concerning using the User-Centered Design (UCD) approach in enterprise software. Based on its findings, a UCD process is subsequently proposed for the tangible enhancement of user experience in enterprise software applications. The process outlined is applied to real-world software, QuantyxRM, which serves as a case study. This software is redesigned using user-centric studies. Specifically, a new Information Architecture and User Interfaces are established. This transformation is facilitated by a tool that allows for the comprehensive representation of both components. The results are subsequently tested, and an answer to the primary research question of the thesis is provided, confirming the applicability of the UCD approach to enterprise software and to what extent

A Product Oriented Modelling Concept: Holons for systems synchronisation and interoperability

Nowadays, enterprises are confronted to growing needs for traceability, product genealogy and product life cycle management. To meet those needs, the enterprise and applications in the enterprise environment have to manage flows of information that relate to flows of material and that are managed in shop floor level. Nevertheless, throughout product lifecycle coordination needs to be established between reality in the physical world (physical view) and the virtual world handled by manufacturing information systems (informational view). This paper presents the "Holon" modelling concept as a means for the synchronisation of both physical view and informational views. Afterwards, we show how the concept of holon can play a major role in ensuring interoperability in the enterprise context

Towards a pivotal-based approach for business process alignment.

This article focuses on business process engineering, especially on alignment between business analysis and implementation. Through a business process management approach, different transformations interfere with process models in order to make them executable. To keep the consistency of process model from business model to IT model, we propose a pivotal metamodel-centric methodology. It aims at keeping or giving all requisite structural and semantic data needed to perform such transformations without loss of information. Through this we can ensure the alignment between business and IT. This article describes the concept of pivotal metamodel and proposes a methodology using such an approach. In addition, we present an example and the resulting benefits