Invited Article: The Future of CRM is UX

• Authors: Jakov (Yasha) Crnkovic
• Languages of publication: EN

Abstracts

EN

Background: This paper connects several sides of the web and mobile usages in business. The idea is to utilize Customer Relations Management (CRM) as the vehicle to establish connection from Web one and Web two into Web three. Objectives: This paper has the main purpose combine efforts in developing business strategies into general path of future Web development. Methods/Approach: Using the extensive literature, business cases and software trends in the area, the paper is focused on predicting the future in the area of the business trends in Information Technology (IT). Results: After discussion of the development using selected milestones: CRM is supported by the Social Networks (SN) and is enabled by Cloud Computing (CC), we were able to achieve the predictions. Conclusions: The final conclusion is in the convergence of the business efforts and SN methods on the new paradigm called the User eXperience (UX).

Keywords

EN

Customer Relations Management,Supply Chain Management (SCM); Cloud Computing; Social Networks; User eXperience; Wallet-Share (WS)

• Publisher: Sciendo
• Journal: Business Systems Research Journal
• Year: 2013
• Volume: 4
• Issue: 1
• Pages: 4-13

Dates

published

2013-03-01

online

2013-05-14

Contributors

author

Jakov (Yasha) Crnkovic

• School of Business, State University of New York, New York, Albany, USA

References

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Identifiers

DOI

10.2478/bsrj-2013-0001