Customer Relations Management in Information Systems Research

Customer Relations Management (CRM) involves attracting and keeping “Economically Valuable” customers while repelling and eliminating “Economically Invaluable” ones. CRM involves changing relationships and improving return-on-investment from customer relationships (ROI-CR.) We are experiencing a shift from a transaction-based economy to a relationship-based one (Keen 1999.) Two important business relationship types exist: those between enterprises and customers; and those between and among enterprises (Kalakota 1996.) This paper addresses the former. However, a there is a significant amount of research into traditional “Market Channels” (See (Bowersox 1990; Ganesan 1994; Syed Saad 1996; Cannon 1999; Geyskens 1999) for examples) as well as into eCommerce (EC) Market Channels (See (Kim 1999; Menon 1999; Son 1999)) Recent and upcoming scholarship and professional activities illustrate the importance the IS Research Community places on CRM. This paper presents a framework for IS CRM Research Topics, a discussion of IS CRM scholarly and professional research directions and activities

Journal Self-Citation V: Coercive Journal Self-Citation – Manipulations to Increase Impact Factors May Do More Harm than Good in the Long Run

Journal self-citation and its effect on impact factors is a much more controversial and hotly debated topic than most academics realize. In this paper I present empirical and editorial support that practices and policies of editors, publishers authors and reviewers intended to raise a journal’s impact factors by any means other than publishing the highest quality original work of authors may in fact do more harm than good to the journal and to the academy as a whole. Finally, I echo the call of those that have studied and written on the issue to abandon the practice for the sake of scientific integrity

An Integrated Model for Personalization, Privacy and Security in eCommerce

Customers and firms must understand and appreciate one another’s personalization, privacy and security (PPS) vested interests. Customers and enterprises should establish and maintain sufficiently well implemented policies, mechanisms and behaviors to minimize unintended consequences of security breaches that breakdown relationships. An integrated model of personalization, privacy and security from both the customer’s and enterprises point of view is presented. The objective is to assure value exchange appropriate levels of vigilance in both security and privacy but not at the expense of the value derived from personalization. Keywords: Personalization

A Collaborative Project Management Approach and a Framework for Its Supporting Systems

The project management (PM) paradigm has changed during the past decade due to the globalization of business and advancement of information technology (IT). Increasingly, projects involve members from different geographical locations more than at any other time in history. Traditional PM methods may be inadequate to manage distributed projects, and new information systems are needed to support distributed PM. This article provides the rationale for a collaborative PM approach to manage distributed projects and proposes a conceptual framework for the collaborative PM software development. The objective is to present a collaborative PM framework that can guide further research and development in this challenging area