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.
|Number of pages||19|
|Journal||International Journal of Services, Technology and Management|
|Publication status||Published - 2006|
- Application Services Provider (ASP) model
- Business process models
- Customer Relationship Management (CRM) applications
- On-demand services