Gesellschaft fr Informatik e.V.

Lecture Notes in Informatics

Enterprise Modelling and Information Systems Architectures, Proceedings of the Workshop in Klagenfurt, Austria, 24.- 25. October 2005 P-75, 123-136 (2005).



Jörg Desel, Ulrich Frank (eds.)


Unbundling and deploying CRM applications as e-services

P. Sampaio and He Yong


The development of Customer Relationship Management (CRM) capabilities by incrementally sourcing and combining “best of breed” services from different providers is a key lever for reducing implementation risks and costs linked to CRM projects. Central to a “best of breed” and incremental CRM implementation strategy is the unbundling of CRM functionality into a portfolio of services that can be sourced from application service providers and/or developed internally within the client organization. This paper addresses issues and methodological steps relating to unbundling CRM applications into self contained e-Services and developing the service blueprint to deliver the e-Service. In particular a study is conducted illustrating the unbundling of customer segmentation functionality towards modeling, packaging and delivering the business process functionality as an on-demand e-Service.

Full Text: PDF

ISBN 3-88579-404-7

Last changed 24.01.2012 21:52:40