CUSTOMER-ORIENTED INFORMATION SYSTEM ARCHITECTURE: IT-BASED INTEGRATION OF CUSTOMER RELATIONSHIP MANAGEMENT WITH SUPPLY CHAIN AND KNOWLEDGE MANAGEMENT

سال انتشار: 1389
محل انتشار: پنجمین کنفرانس بین المللی تجارت الکترونیک در کشورهای درحال توسعه
کد COI اختصاصی: ECDC05_051
زبان مقاله: انگلیسی
تعداد مشاهده: 1822

نویسندگان

Department of Industrial Engineering, Amirkabir University of Technology, Tehran, Iran

چکیده

Nowadays, in the e-Business environment, companies are shifting their business strategies fromproduct-oriented to customer-oriented. As companies' business strategies become more customeroriented with the evolution of mass customization and personalized services, information technologies (IT) are used not only to serve various departments within an organization, but also to serve end-users of the organization's products and services. In this paper we develop the IT-based integrated systems which comprise from three famous management systems, i.e. customer relationship management, supply chain management and knowledge management. Specifically, the use of IT adds a new dimension to this system, because the successful adoption of IT-enabled system redefines thetraditional models of interaction between businesses and their customers, both nationally and globally.By applying such a system companies can retain and attract customers who are potentially valuableand help to company to effectively meet differing customer needs.

کلیدواژه ها

Customer relationship management; Supply chain management; Knowledge management; Information technology; Integrated system

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