The comparison of CRM model: A baseline to create enterprise architecture for social CRM

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

Precise CRM implementation for companies certainly affects the business survival of a company because it will relate to the maintenance of good and right relationship with the customers which will make their loyalty improves. There are numerous models/frameworks of CRM which is widely known today. By making comparison between these models, we can make exact and useful deliverables to identify crucial points in building Social CRM model/framework. To harmonize business with the Information Technology, we need to create enterprise architecture that suit the company's situation. The merger of Zachman framework and Architecture for Integrated Information System (ARIS) is viewed as the bridging of Social CRM model/framework with its technology development and information system which will bring success in the implementation process.

Original languageEnglish
Title of host publicationProceedings of the First International Conference on Advanced Data and Information Engineering, DaEng 2013
PublisherSpringer Verlag
Pages479-487
Number of pages9
ISBN (Print)9789814585170
DOIs
Publication statusPublished - 1 Jan 2014
Event1st International Conference on Advanced Data and Information Engineering, DaEng 2013 - Kuala Lumpur, Malaysia
Duration: 16 Dec 201318 Dec 2013

Publication series

NameLecture Notes in Electrical Engineering
Volume285 LNEE
ISSN (Print)1876-1100
ISSN (Electronic)1876-1119

Conference

Conference1st International Conference on Advanced Data and Information Engineering, DaEng 2013
Country/TerritoryMalaysia
CityKuala Lumpur
Period16/12/1318/12/13

Keywords

  • Architecture for Integrated Information System (ARIS)
  • CRM Model
  • Enterprise Architecture
  • Zachman Framework

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