Conceptual Framework of Anything Relationship Management

Jonathan Philip Knoblauch, Rebecca Bulander

2015

Abstract

An increasing interconnectedness of people, physical objects and virtual objects through ICT (information and communication technology) has been observable for years. This is reflected in various fields such as business contacts (e.g. LinkedIn and Xing), social media (e.g. Facebook, WhatsApp and Twitter) or the emerging Internet of Everything (IoE). Particularly companies and organizations have a variety of relationships with their stakeholders, as well as other physical things (cars, machines etc.) and virtual objects (cloud services, documents etc.) today. All those things have to be managed with appropriate approaches. xRM can be used for this purpose as a further development of Customer Relationship Management (CRM), allowing the management of any kind of objects with appropriate mechanisms on a information technology (IT) platform. This document summarizes the results of a research project, whose aims were to develop a conceptual framework for Anything Relationship Management (xRM). Some basic background about xRM, the difference between xRM and CRM and some theoretical foundations of management concepts are described for this purpose. Additionally, the main objectives and principles of xRM will be explained. The development of a conceptual framework for xRM as well as the different components is explained on this basis. Finally, the conceptual framework for xRM gets validated through an implemented example.

Paper Citation

in Harvard Style

Philip Knoblauch J. and Bulander R. (2015). Conceptual Framework of Anything Relationship Management . In Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-096-3, pages 108-120. DOI: 10.5220/0005356301080120

in Bibtex Style

@conference{iceis15,
author={Jonathan Philip Knoblauch and Rebecca Bulander},
title={Conceptual Framework of Anything Relationship Management},
booktitle={Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2015},
pages={108-120},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005356301080120},
isbn={978-989-758-096-3},
}

in EndNote Style

TY - CONF
JO - Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - Conceptual Framework of Anything Relationship Management
SN - 978-989-758-096-3
AU - Philip Knoblauch J.
AU - Bulander R.
PY - 2015
SP - 108
EP - 120
DO - 10.5220/0005356301080120