清华大学学报（英文版）
清華大學學報（英文版）
청화대학학보（영문판）
TSINGHUA SCIENCE AND TECHNOLOGY
2006年
1期
65-73
,共9页
customer relations management%work flow management%information system%supply chain
eCRM ties customer relationship management with e-business. Very often, eCRM is interfaced with other information systems to form a seamless integration and interchange of information both inside and outside an organization-a work flow management system. This integration of business partners, suppliers, and customers is essential in this global competitive market environment. An effective infrastructure and hence an appropriate framework are required to provide the information exchange and data analysis between eCRM and work flow management. This paper proposes a functional framework of eCRM based on customer value to realize the win-win strategy for both the companies and their customers. Moreover, a workflow management system also forms an integral part of this total solution to facilitate the implementation of a supply chain or extended enterprise.
