CUSTOMER CENTRED ENTERPRISE SUPPORTED BY WEB TECHNOLOGY
Domenico Consoli
Strony: 80-93
Opublikowano: 1 Jan 2009
Wyświetlenia: 84
Streszczenie: In recent years, with the support of Information Technology, continuous changes have occurred in enterprise organizational systems. Integrated information systems as Enterprise Resource Planning (ERP) has become Extendend ERP (EERP) including Customer Relationship Management (CRM) and Supply Chain Management (SCM). Nowadays, the enterprise is open and flexible in the use of technological tools to “sense” customers and market. Customers opinions and suggestions on products represent a potential of knowledge so high that it can be considered a true strategic asset for the acquisition of competitive advantages. Acquiring information in real-time allows the company to be agile and to develop "Sense and Response" capabilities. With web 2.0 tools and instruments of social networks (forum, chat, blog, wiki) the enterprise can collaborate with external partecipants (customers, suppliers, partners). The customer is involved, during the entire product lifecycle, in all business process: design, build, test, marketing. Thus a bi-directional channel is established between customer and producer and a process of co-creation and co-production is activated. In this paper we propose a new model of Totally Customer Centred Enterprise (TCCE), supported by web technology, that continuously hears customer opinions to improve product/service.
Słowa kluczowe: enterprise information system, enterprise customer oriented, extended enterprise, web 2.0
Cytowanie artykułu: Domenico Consoli. CUSTOMER CENTRED ENTERPRISE SUPPORTED BY WEB TECHNOLOGY. Journal of International Scientific Publications: Materials, Methods & Technologies 3, 80-93 (2009). https://www.scientific-publications.net/en/article/1003465/
Powrót do spisu treści tomu
© 2026 The Author(s). This is an open access article distributed under the terms of the
Creative Commons Attribution License https://creativecommons.org/licenses/by/4.0/, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. This permission does not cover any third party copyrighted material which may appear in the work requested.
Disclaimer: The Publisher and/or the editor(s) are not responsible for the statements, opinions, and data contained in any published works. These are solely the views of the individual author(s) and contributor(s). The Publisher and/or the editor(s) disclaim any liability for injury to individuals or property arising from the ideas, methods, instructions, or products mentioned in the content.
