Today process-oriented approaches to solve business challenges are state of the art. However most business process management methods focus on increased performance only from the firm’s perspective and neglect the increasing importance of value co-creation between the firm and the customer. Modern business process management methods not only need to concentrate on the internal performance of pr...

The factors that lead to business process re-engineering (BPR) success in small and medium-sized enterprises (SMEs) are not clearly understood. This article reviews the main contributing factors to BPR success using a framework that considers culture, structure, technology and resource. Eight Taiwanese case studies are used to explore issues contributing to, or impeding, successful process re-e...

Organizations have increasingly recognized the importance of managing customer relationships, and many organizations are turning to customer relationship management (CRM) to better serve customers and facilitate closer relationships with them. This paper examines the implementation of CRM at the Housing and Development Board (HDB) in Singapore. The CRM architecture (comprising operational CRM, ...

Supported by technologies of Customer Satisfaction, Information Technology, and Data Mining, etc., CRM aims to enhance the effectiveness and performance of the businesses by improving the customer satisfaction and loyalty. CRM is now becoming a popular management methodology in manufacturing, sales, marketing, and finance. In China, there are a lot of small and medium businesses. For these busi...

Information Technology enabled Business Process Outsourcing (BPO) is a growing phenomenon yet little research has been conducted to understand what competencies are required of suppliers. A case study of outsourced customer management services in Australia seeks to determine whether the set of competencies previously identified by Feeny et al (2003) is relevant and complete. Initial results pro...

Customer Relationship Management (CRM) is increasingly found at the top of corporate agendas. Online companies in particular are embracing CRM as a major element of corporate strategy, because online technological applications permit a precise segmentation, profiling and targeting of customers, and the competitive pressures of the digital markets require a customer-centric corporate culture. Th...

Business Process Management has substantially matured over the last two decades. The techniques, methods and systems available to scope, model, analyze, implement, execute, monitor and even mine a process have been scientifically researched and can be in most cases deployed in practice. In fact, many of these BPM capabilities are nowadays a commodity. However, an opportunity‐rich environment an...

Customer relationship management systems are introduced in many (especially service) companies to support relationship marketing. The frequently observed failure of such projects is attributed to a lack of or incorrect alignment in the analysis phase, i.e. specification of the strategies and processes to be implemented, which has become an accepted and perfected component of the implementation ...

The following research report presents the results of studies on CRM solutions and proposes a new approach to overcome identified limitations of CRM implementations. This paper is based on work that has been carried out in a EU founded project on innovative solutions to improve the management of customer relationship and complements previous research of the =mcminstitute in this field. Derived ...

In the last two decades corporate social responsibility (CSR), particularly when related to environmental issues, has been discussed extensively in the business literature. However, defining and measuring CSR remains a complicated process. One of the main reasons for the problematic measurement of CSR is the absence of a common framework in which business-society relations will be included. Wit...