Abstract
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 the implementation risks and costs linked to CRM projects. Central to a 'best of breed' and incremental CRM implementation strategy is the decomposition or 'unbundling' of CRM functionality into a portfolio of services that can be sourced from the application service providers and/or developed internally in the client organisation. This paper proposes an unbundling approach for disintegrating enterprise applications into e-services, addressing IT issues and methodological steps relating to the disintegration of CRM applications into self-contained e-services and developing the service blueprint to deliver the e-service. In particular, the paper conducts a walk through the unbundling process, describing a case study to illustrate the unbundling of customer segmentation functionality towards packaging and delivering the functionality as an on-demand e-service. Copyright © 2006 Inderscience Enterprises Ltd.
Original language | English |
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Pages (from-to) | 297-316 |
Number of pages | 19 |
Journal | International Journal of Services, Technology and Management |
Volume | 7 |
Issue number | 3 |
DOIs | |
Publication status | Published - 2006 |
Keywords
- Application Services Provider (ASP) model
- Business process models
- Customer Relationship Management (CRM) applications
- e-services
- On-demand services
- Unbundling