This paper proposes a framework for determining the return-set size that optimizes the tradeoff between requirements satisfaction (the degree to which the customer’s requirements are satisfied by the best inventory item presented to the customer) and cognitive load (the number of actions a customer must perform and the number of choices from which these are actions are selected). This framework...

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 ...

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This document specifies requirements for an IPv6 Customer Edge (CE) router. Specifically, the current version of this document focuses on the basic provisioning of an IPv6 CE router and the provisioning of IPv6 hosts attached to it. (IETF). It represents the consensus of the IETF community. It has received public review and has been approved for publication by the Internet Engineering Steering ...

In times of high market transparency and rapidly evolving technologies, customer requirements are constantly rising and long-term customer loyalty is hard to achieve. Therefore, enterprises have spent enormous efforts on professionalizing their customer relationship management (CRM). Complaint management holds a key position in CRM, since it helps restoring customer satisfaction and repurchase ...

Supply Chain Visibility (SCV) is currently a hot topic for the supply chain and logistics industry. In order to provide technology and commercial intelligence to understand industrial needs for potential research in this area, this project is aimed to conduct technology analysis and market research for a specific industry sector, local pharmaceutical supply chain, to understand their requiremen...

Sanction lists as published by national and supranational organizations contain details on sanctioned entities. Those lists have to be obeyed in order to avoid legal implications. Yet, sanction lists are of very low information quality. Nevertheless, regulatory compliance demands, that organizations check their customer master data against sanction lists. We analyze sanction lists in this contr...

The success of a product family heavily depends on the degree of reuse achieved when developing product family based customer specific applications. If a significant amount of the customer requirements can be realized by using the communality and the variability defined for the product family, the reuse level is high; if not, the reuse level is low. In this paper we elaborate on the influence o...

Economic globalization and Information Technology development have intensified the competition among modern enterprises, independent of the trade and sector in which they develop. In this intense battle, the customer relationship has arisen as an important resource for establishing a competitive position against the rest of competitors. Customer Relationship Management (CRM), particularly, is a...

Despite much IS research on customer relationship management (CRM) and respective (critical) success factors (SFs), CRM initiatives are still subject to high failure rates. One reason may be that many studies rather exclusively deal with a technological and project perspective and thus focus on CRM-related IT systems and their introduction. As a consequence, no holistic perspective on CRM in th...