Managing Customer Data in Data-driven Service Innovation: A Framework of Data Principles

While customer data has been collected in enterprise systems since decades, the emerging consumer technologies create new sources of data. Although the need to co-create services with customers has been recognized, a systematic approach of how to include this sensitive source of innovation in the service innovation process is still lacking. This research explores the potential of data governance practices for data-driven service innovation. Data principles for the governance of customer data are collected and assessed by practioners in order to provide conceptual support for organizations and to facilitate the service innovation process. The results of this research integrate data principles of different research streams and offer a framework of data principles that can be applied in the design and management of data-driven services

Design and implementation of a CRM system to optimize business processes of a trading company

This paper aimed to formulate recommendations for implementing CRM systems for trading companies in the small and medium-sized enterprise segment. A content analysis of current documents was used to analyze the types and forms of CRM systems used in these companies. The essential functions a CRM system must contain were identified through structured interviews. The central part of the paper deals with the development and implementation of the CRM system. The current system was analyzed using the HOS 8 method, and its effectiveness was described. The results show that the system could be more efficient and balanced; based on these findings, it was decided to implement a new CRM system. The HOS 8 method was followed by a GAP analysis, which compares the current state of the CRM system with the expected (desired) state. Using the GAP analysis, the process of implementing the CRM system was carried out. The results of this work can be mainly used in trading companies with frequent and continuous contact with customers. However, the above analysis and procedures can also be applied to other types of firms. There are opportunities for further research in modern CRM systems such as automation, digitalization, and Artificial Intelligence. These areas will bring added value to firms and increase their competitiveness

Mobiles Internet im Unternehmenskontext

The mobile Internet – understood as the usage of Internet services and protocols over wireless networks – is a technology which can be of beneficial use in companies. So far and in contrast to the use by private customers this area is still under development, which can be explained through the special conditions of IT-implementation in enterprises. Stefan Christmann therefore analyzes usage potentials and challenges of this technology and describes technical solutions to enable the application of mobile Internet in enterprises and to make it more economical. In the area of application development, the book focuses on an operating system independent programming with web technologies, which eliminates the need for multiple development processes

Metodología de implantación de modelos de gestión de la información dentro de los sistemas de planificación de recursos empresariales. Aplicación en la pequeña y mediana empresa

La Siguiente Generación de Sistemas de Fabricación (SGSF) trata de dar respuesta a los requerimientos de los nuevos modelos de empresas, en contextos de inteligencia, agilidad y adaptabilidad en un entono global y virtual. La Planificación de Recursos Empresariales (ERP) con soportes de gestión del producto (PDM) y el ciclo de vida del producto (PLM) proporciona soluciones de gestión empresarial sobre la base de un uso coherente de tecnologías de la información para la implantación en sistemas CIM (Computer-Integrated Manufacturing), con un alto grado de adaptabilidad a la estnictura organizativa deseada. En general, esta implementación se lleva desarrollando hace tiempo en grandes empresas, siendo menor (casi nula) su extensión a PYMEs. La presente Tesis Doctoral, define y desarrolla una nueva metodología de implementación pan la generación automática de la información en los procesos de negocio que se verifican en empresas con requerimientos adaptados a las necesidades de la SGSF, dentro de los sistemas de gestión de los recursos empresariales (ERP), atendiendo a la influencia del factor humano. La validez del modelo teórico de la metodología mencionada se ha comprobado al implementarlo en una empresa del tipo PYME, del sector de Ingeniería. Para el establecimiento del Estado del Arte de este tema se ha diseñado y aplicado una metodología específica basada en el ciclo de mejora continua de Shewhart/Deming, aplicando las herramientas de búsqueda y análisis bibliográfico disponibles en la red con acceso a las correspondientes bases de datos

Generation Y’s Behavioural Usage of Small Businesses’ Retail Websites in Canada

This research delves into the factors that influence Generation Y’s usage of Canadian small businesses’ retail websites in order to suggest how they can be attracted to use them more. Based on the Use of Technology Two (UTAUT2) theory, questionnaire survey and semi-structured interviews revealed linkages between Behavioural Intention, Habit, Facilitating Conditions and Use Behaviour with demographic variables moderating some relationships. Improving the website designs and social media marketing can entice Generation Y consumers