The Next Wave of CRM Innovation: Implications for Research, Teaching, and Practice

Globalization and customers’ ever-changing needs have created a hyper-competitive market. As a result, customer relationship management (CRM) has become a core topic of interest among both practitioners and academics. Further, over the years, with the advancements in the technology landscape, such as digital technologies, CRM has improved in myriad ways. This paper summarizes a panel discussion on CRM innovations held at the 2016 Pacific Asia Conference on Information Systems (PACIS 2016) in Chiyai, Taiwan. The panel discussed CRM fundamentals and how traditional CRM systems work in organizations. Then, the panel focused on the advancement in technology landscape such as big data, analytics, Internet of things, and artificial intelligence and how such technologies have transformed innovations in the CRM landscape. Finally, the panel highlighted the limitations in the current CRM curricula in the universities and how the curriculum today needs to reflect such advancements to enhance the union between the CRM curricula and the industry needs. Further, this paper provides future research ideas for academia and contributes to research interests on CRM in general

The Infosyst TIMES, Vol. 3, No. 2

SCSU Impresses at Inaugural Student360 Conference TERP 10 ERP Integration of Business IS Graduates get OPT Extension Meet the Faculty: Dr. Jim Chen, Dr. Paul Safonov, Dr. Jianxun Li Meet the IS Club President, Kehinde Sodunke Shoveling the Snow, Shivendran Tiruchanpalli Application Design, Terry Kisner Alumnus Insight, Hareesh Reddy My Journey, Jayakrishnan Karunanidhi NSF STEM Scholarship, Kayla Jensen Information Systems Role in Sustainability: Why is this important? Student Research Colloquium ABET Accreditation ITS Club + IA Club = CSIA Club Uncovering Fraud Triangle SCSU and Maverick Partnership Recognize Five Years of Success CSIA Competes in Cyber Defense Competition CSIA Club Works on Technical Skill

Social media: a new frontier for retailers?

During the last two decades the retailing industry is finding itself in a state of constant evolution and transformation. Globalization, mergers and acquisitions, and technological developments have drastically changed the retailing landscape. The explosive growth of the Internet has been one of the main catalysts in this process. The effects of the Internet have been mostly felt in retail sectors dealing mainly with intangibles or information products. But these are not likely to be limited to these sectors; increasingly retailers of physical products realize that the empowered, sophisticated, critical and well-informed consumer of today is essentially different to the consumer they have always known. The web, and particularly what is known as Social Media or Web 2.0, have given consumers much more control, information and power over the market process, posing retailers with a number of important dilemmas and challenges. This article explains what the new face of the Internet, widely referred to as Web 2.0 or Social Media, is, identifies its importance as a strategic marketing tool and proposes a number of alternative strategies for retailers. Implementing such strategies will allow retailers not only to survive, but also create competitive advantages and thrive in the new environment

Computer-Supported Knowledge Management in SME

Knowledge management (KM) and Knowledge Management Systems (KMS) are not new. With the rise of the Internet, distributed and increasingly social technology, the management principles as well as the tools supporting KM also start to address small and medium-sized enterprises (SME). Todays SMEs are increasingly required to manage knowledge assets in order to sustain their position on the competitive forefront in agile markets. This paper investigates the current state of the art on computer-based KMS (or KM tools as we call them) and commercial KM tools in order to harmonize the picture, derive a joint feature and application system scope and finally inspire future design-oriented research by unveiling gaps. It shows that recent SME-related KM tools do not address KM in a holistic managerial way, fail to link operative data sources such as ERP and CRM, lack effective reward and enabling processes to more quickly establish a knowledge sharing culture amongst SME employees. The main objective of the paper is to inform future design-oriented research

Semantic discovery and reuse of business process patterns

Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

Essays on innovation ecosystems in the enterprise software industry

Innovation ecosystem strategy is often adopted by platform technology owners to seek complementary innovation from resources located outside the firm to exploit indirect network effect. In this dissertation I aim to address the issues that are related to the formation and business value of platform innovation ecosystems in the enterprise software industry. The first study explores the role of three factors - increased payoff from access to platform owner's installed base, risk of misappropriation due to knowledge transfer, and the extent of competition - in shaping the decisions of third-party complementors to join a platform ecosystem. The second study evaluates the effect of participation in a platform ecosystem on small independent software vendors' business performances, and how their appropriability strategies, such as ownership of intellectual property rights or downstream complementary capabilities, affect the returns from such partnerships. Built upon resource based view and theory of dynamic capabilities, the third study reveals that users' co-innovation in enterprise information systems, measured by their participation in online professional community networks, constitute a source of intangible organizational asset that helps to enhance firm level IT productivity.Ph.D.Committee Chair: Wu, D.J.; Committee Member: Ceccagnoli, Marco; Committee Member: Forman, Chris; Committee Member: Keskinocak, Pinar; Committee Member: Mitra, Sabyasachi; Committee Member: Slaughter, Sandr

Supporting Large Scale Communication Systems on Infrastructureless Networks Composed of Commodity Mobile Devices: Practicality, Scalability, and Security.

Infrastructureless Delay Tolerant Networks (DTNs) composed of commodity mobile devices have the potential to support communication applications resistant to blocking and censorship, as well as certain types of surveillance. In this thesis we study the utility, practicality, robustness, and security of these networks. We collected two sets of wireless connectivity traces of commodity mobile devices with different granularity and scales. The first dataset is collected through active installation of measurement software on volunteer users' own smartphones, involving 111 users of a DTN microblogging application that we developed. The second dataset is collected through passive observation of WiFi association events on a university campus, involving 119,055 mobile devices. Simulation results show consistent message delivery performances of the two datasets. Using an epidemic flooding protocol, the large network achieves an average delivery rate of 0.71 in 24 hours and a median delivery delay of 10.9 hours. We show that this performance is appropriate for sharing information that is not time sensitive, e.g., blogs and photos. We also show that using an energy efficient variant of the epidemic flooding protocol, even the large network can support text messages while only consuming 13.7% of a typical smartphone battery in 14 hours. We found that the network delivery rate and delay are robust to denial-of-service and censorship attacks. Attacks that randomly remove 90% of the network participants only reduce delivery rates by less than 10%. Even when subjected to targeted attacks, the network suffered a less than 10% decrease in delivery rate when 40% of its participants were removed. Although structurally robust, the openness of the proposed network introduces numerous security concerns. The Sybil attack, in which a malicious node poses as many identities in order to gain disproportionate influence, is especially dangerous as it breaks the assumption underlying majority voting. Many defenses based on spatial variability of wireless channels exist, and we extend them to be practical for ad hoc networks of commodity 802.11 devices without mutual trust. We present the Mason test, which uses two efficient methods for separating valid channel measurement results of behaving nodes from those falsified by malicious participants.PhDElectrical Engineering: SystemsUniversity of Michigan, Horace H. Rackham School of Graduate Studieshttp://deepblue.lib.umich.edu/bitstream/2027.42/120779/1/liuyue_1.pd