Journal of digital management最新文献

筛选
英文 中文
Integrating customer relationship management with business intelligence platform design: a design science approach. 整合客户关系管理与商业智能平台设计:一种设计科学方法。
Journal of digital management Pub Date : 2026-01-01 Epub Date: 2026-09-15 DOI: 10.1007/s44362-026-00024-x
Min Zhang, Byron Graham, Julie McCandless, Louise Skeath
{"title":"Integrating customer relationship management with business intelligence platform design: a design science approach.","authors":"Min Zhang, Byron Graham, Julie McCandless, Louise Skeath","doi":"10.1007/s44362-026-00024-x","DOIUrl":"10.1007/s44362-026-00024-x","url":null,"abstract":"<p><p>Situated within the broader business analytics paradigm, business intelligence (BI) is important in providing small and medium-sized enterprises (SMEs) with the information needed to manage customer relationships successfully. However, SMEs face specific challenges when integrating customer relationship management (CRM) with the development of BI platforms. Drawing on the design science research methodology, this study combines CRM and BI to design, develop, implement, and evaluate a CRM-BI platform alongside strategic and process artefacts within an SME that supplies specialist construction materials. First, we design the customer strategy and the approach to developing customer relationships. We then design a customer experience map and service blueprint, which inform the customer engagement model. Drawing on these strategic and operational CRM artefacts, a BI dashboard is developed to support a broader review of business practices and facilitate data-driven decision-making. Successful implementation of the CRM-BI platform enabled the SME to transition from reactive decision-making to proactive, data-driven strategic decision-making, identify new business opportunities, and improve overall business performance. The platform also supported a programme of strategic change, restructuring, improved accountability, and innovation. The study contributes to theory and practice through novel artefacts, design principles and design knowledge.</p><p><strong>Supplementary information: </strong>The online version contains supplementary material available at https://doi.org/10.1007/s44362-026-00024-x.</p>","PeriodicalId":524222,"journal":{"name":"Journal of digital management","volume":"2 1","pages":"3"},"PeriodicalIF":0.0,"publicationDate":"2026-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13602855/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149043421","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
相关产品
×
本文献相关产品
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:604180095
Book学术官方微信
小红书