سال انتشار: ۱۳۸۹
محل انتشار: پنجمین کنفرانس بین المللی تجارت الکترونیک در کشورهای درحال توسعه
تعداد صفحات: ۱۰
J Behnamian – Department of Industrial Engineering, Amirkabir University of Technology, Tehran, Iran
S.M.T Fatemi Ghomi – Department of Industrial Engineering, Amirkabir University of Technology, Tehran, Iran
Nowadays, in the e-Business environment, companies are shifting their business strategies fromproduct-oriented to customer-oriented. As companies’ business strategies become more customeroriented with the evolution of mass customization and personalized services, information technologies (IT) are used not only to serve various departments within an organization, but also to serve end-users of the organization’s products and services. In this paper we develop the IT-based integrated systems which comprise from three famous management systems, i.e. customer relationship management, supply chain management and knowledge management. Specifically, the use of IT adds a new dimension to this system, because the successful adoption of IT-enabled system redefines thetraditional models of interaction between businesses and their customers, both nationally and globally.By applying such a system companies can retain and attract customers who are potentially valuableand help to company to effectively meet differing customer needs.