Customer-Relationship-Management-Systeme unter Nutzung mobiler Endgeräte

Customer Relationship Management (CRM) und die Unterstützung von CRM durch stationäre und mobile Informations- und Kommunikationstechnik (IKT) haben in der einschlägigen Literatur eine hohe Relevanz. In der Arbeit werden CRM-Pro­jekte in Unternehmen des Business-to-Business-Bereichs empirisch untersucht. Es werden besonders die Ausprägungen der IKT und die Auswirkungen im Außendienst berücksichtigt. Basierend auf den Untersuchungsergebnissen werden Handlungsempfehlungen für Unternehmen abgeleitet

e-Business challenges and directions: important themes from the first ICE-B workshop

A three-day asynchronous, interactive workshop was held at ICE-B’10 in Piraeus, Greece in July of 2010. This event captured conference themes for e-Business challenges and directions across four subject areas: a) e-Business applications and models, b) enterprise engineering, c) mobility, d) business collaboration and e-Services, and e) technology platforms. Quality Function Deployment (QFD) methods were used to gather, organize and evaluate themes and their ratings. This paper summarizes the most important themes rated by participants: a) Since technology is becoming more economic and social in nature, more agile and context-based application develop methods are needed. b) Enterprise engineering approaches are needed to support the design of systems that can evolve with changing stakeholder needs. c) The digital native groundswell requires changes to business models, operations, and systems to support Prosumers. d) Intelligence and interoperability are needed to address Prosumer activity and their highly customized product purchases. e) Technology platforms must rapidly and correctly adapt, provide widespread offerings and scale appropriately, in the context of changing situational contexts

Human-Machine-Interaction in Innovative Work Environment 4.0 – A Human-Centered Approach

The working environment is constantly changing and companies face the challenge of adapting to new and constantly changing customer requirements. Employees are faced with the challenge of identifying and learning new, helpful technologies and using them in order to achieve efficiency gains and increase productivity. This article addresses the three technologies Artificial Intelligence, Robotic Process Automation and Virtual Reality, which will play an important role in the future of work and will influence the Work Environment 4.0. Artificial Intelligence and Robotic Process Automation relieve employees of repetitive and manual tasks which thus accelerate and simplify business processes. Virtual Reality offers employees new opportunities to collaborate in virtual environments. Instead of performing routine tasks, employees will increasingly promote the use of such technologies in future and orchestrate their application. In addition, it is important for employees to continuously look for new use cases within their own organization and to collaborate with external partners. The article aims to describe the opportunities that arise from the application of the technologies and to explain their effects on the Work Environment 4.0 and the employee

Customer-Relationship-Management-Systeme unter Nutzung mobiler Endgeräte

Customer Relationship Management (CRM) und die Unterstützung von CRM durch stationäre und mobile Informations- und Kommunikationstechnik (IKT) haben in der einschlägigen Literatur eine hohe Relevanz. In der Arbeit werden CRM-Pro­jekte in Unternehmen des Business-to-Business-Bereichs empirisch untersucht. Es werden besonders die Ausprägungen der IKT und die Auswirkungen im Außendienst berücksichtigt. Basierend auf den Untersuchungsergebnissen werden Handlungsempfehlungen für Unternehmen abgeleitet

Anything Relationship Management (xRM) as Management Layer for the Hyper-connected Society

There is a strong consensus that collaboration and co-creation will become one of the main business drivers in the future. However, the question of how to set-up inter-organizational relationships and involve stakeholders in an efficient way still remains largely unsolved. This paper proposes Anything Relationship Management (xRM) as managerial and technological foundation and platform providing interoperability between different stakeholder groups. It provides an overview of the evolution of the relationship management concept, analyzes the current status of the xRM solution market and proposes an xRM-framework for collaborative networks and cyber-physical systems

Un bilan des facteurs déterminants de la mise en œuvre de systèmes produits-services

International audienceThe trend towards servitization of businesses is growing in importance. But most traditional businesses have difficulties to adopt this new paradigm of the value of services and the importance of a product service offering. Therefore, the aim of this paper is to identify influential factors of product service system application. The research findings can be a basis for the development of a PSS implementation strategy for companies and for the identification of future research need in this field.La tendance à la servitisation des entreprises gagne en importance. Mais la plupart des entreprises traditionnelles ont du mal à adopter ce nouveau paradigme de la valeur des services et de l’offre de produits-services. L’objet de cet article est d'identifier les facteurs qui déterminent la mise en œuvre de systèmes produits-services. Les résultats de la recherche peuvent servir de base aux stratégies de mise en œuvre de SPS dans les entreprises et à l'identification de pistes de recherche

Enabling Personalized And Context Sensitive Mobile Advertising While Guaranteeing Data Protection

Abstract: Advertising on mobile terminals is a consequential advancement of traditional methods of advertising. In this article we will discuss the special potentials and challenges of mobile advertising and introduce the MoMa-system as approach to enable personalized and context sensitive advertising while guaranteeing data protection, whereas context isn’t limited to just location