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The integrative role of CRM with ERP and SCM in the e-business environment

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  • Shaohong Zheng, David C. Yen, Doug Havelka, Cheng-Yuan (Cooper) Ku

Abstract

When customer relationship management becomes critical to business success, Customer Relationship Management (CRM) applications are viewed by organisations as a key vehicle to building long-term customer relationships and achieving competitive advantages. This paper focuses on discussing the role of CRM with respect to e-business, ERP and Supply Chain Management (SCM) systems. The definition, evolution, components, applications and current status of CRM will also be discussed. A brief overview of ERP, SCM systems and e-business will be presented as well.

Suggested Citation

  • Shaohong Zheng, David C. Yen, Doug Havelka, Cheng-Yuan (Cooper) Ku, 2002. "The integrative role of CRM with ERP and SCM in the e-business environment," International Journal of Information Technology and Management, Inderscience Enterprises Ltd, vol. 1(1), pages 50-68.
    • Handle: RePEc:ids:ijitma:v:1:y:2002:i:1:p:50-68
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