A Roadmap of Soa-Based Framework for Internet-Enabled CRM

Abstract

Because of the changes in the service economy, the service-oriented management (SOM) approach has been adopted widely in contemporary enterprises. Service-oriented management is the operational management of service delivery within a service-oriented architecture (SOA), which allows e-service companies to design customized e-services and combine them dynamically, based on various needs. In this paper, we propose a SOA-based concept called Internet-Enabled CRM, where companies conduct CRM by utilizing devices which can deliver e-services through the Internet. The study, identifies the importance of Internet-Enabled CRM in terms of an e-service value cube and SOA-based CRM framework. The e-service value cube encompasses three dimensions of value: (1) business value, (2) customer perceived value, and (3) social value. The proposed SOA-based CRM framework also provides two perspectives: (1) the customer perspective and (2) the e-service provider perspective. This work indicates the components for Internet-Enabled CRM and provides a roadmap for future e-service industry.