Mobilizing Customer Relationship Management – A Journey from Strategy to System Design (2008)
Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
The bursting of the e-bubble affected expectations with regard to mobile initiatives and willingness to invest in them very negatively. In both academia and practice, there has recently been renewed...
Ragnar Schierholz, Susanne Glissmann, Lutz M. Kolbe, Walter Brenner
The airline industry has undergone dramatic changes. Fierce competition between full service and no-frills carriers is intensifying across the world. Full service carriers had to adjust to no-frills...
Don't call us, we'll call you - Performance Management in Multi-Channel Environments (2007)
Ragnar Schierholz, Alexander Ostrowski, Susanne Glissmann, Lutz M. Kolbe, Walter Brenner
Typically, companies nowadays implement so-called multi-channel management strategies, i.e. they seek to offer their customers a brad variety of interaction channels for marketing, sales and...
Improving Customer Relationship Management with Knowledge Management (2006)
Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
Mobilizing Customer Relationship Management - A Journey from Strategy to System Design (2006)
Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
The burst of the e-bubble largely affected the expectations towards mobile initiatives and the willingness to invest in them. Recently, the interest formobile business and mobile commerce both in...
Collaborative Customer Relationship Management in Financial Services Alliances (2006)
Malte Geib, Lutz M. Kolbe, Walter Brenner
The integration of the financial services industry and many financial services companies? focus on core competencies have led to the emergence of financial services alliances. These alliances face a...
Mobile Systems For Customer Service Differentation - The Case Of Lufthansa (2006)
Ragnar Schierholz, Susanne Glissmann, Lutz M. Kolbe, Walter Brenner
Harald Salomann, Lutz M. Kolbe, Walter Brenner
Self-services in customer relationships are becoming increasingly important - a development that has been boosted by customers? increasing and diverse use of the Internet. Banks have, for example,...
Strategy Alignment of Mobile Solutions in Customer-oriented Business Processes (2005)
Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
In this paper we analyze how companies define their strategy, especially how they interact with and appear to the customer. Based on a framework of five goals in customer oriented strategy, we...
Improving Performance of Customer Processes with Knowledge Management (2005)
Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
Proposition of an M-Business Procedure Model for the Development of Mobile User Interfaces (2005)
Susanne Glissmann, Stefan Smolnik, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
In the design of desktop applications, developers successfully deploy structured software life cycle models to simplify the development process. Applying these models in m-business often does not...
Performance Measurement of Mobile Marketing in Multi-Channel Environments (2005)
Ragnar Schierholz, Alexander Ostrowski, Susanne Glissmann, Lutz M. Kolbe, Walter Brenner
The burst of the e-bubble largely affected the expectations towards and the willingness to invest in mobile initiatives. Recently, the interest for mobile business and mobile commerce both in...
Kundenorientierung bei Vaillant Türkei (2005)
Annette Reichold, Reinhold Rapp, Lutz M. Kolbe, Walter Brenner
Malte Geib, Christian Braun, Lutz M. Kolbe, Walter Brenner
In this paper, we analyze design factors for community systems in two real-world professional communities a learning network and an expert network which employ a mix of communication modes, i.e.,...
Infusing Technology into Customer Relationships: Balancing High-Tech and High-Touch (2005)
Harald Salomann, Lutz M. Kolbe, Walter Brenner
Nowadays it is expected that self-services have the potential to transform the service economy in a similar way that mass production transformed manufacturing by allowing services to be delivered at...
Knowledge Management Capabilities in CRM: Making Knowledge For, From and About Customers Work (2005)
Malte Dous, Harald Salomann, Lutz M. Kolbe, Walter Brenner
In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. In this...
Malte Geib, Lutz M. Kolbe, Walter Brenner
The recent integration of the financial services industry and many financial services companies? decisions to focus on their core competencies have led to financial services companies joining in...
Architecture for Customer Relationship Management Approaches in Financial Services (2005)
Malte Geib, Annette Reichold, Lutz M. Kolbe, Walter Brenner
The majority of financial services companies in Germany and Switzerland have, with varying success, conducted customer relationship management (CRM) implementation projects. Nonetheless, the...
Customer Relationship Management Survey - Status Quo and Future Challenges (2005)
Harald Salomann, Malte Dous, Lutz M. Kolbe, Walter Brenner
The main objective of this study is to identify the current status quo as well as future challenges of companies? CRM activities in the German-speaking area. Specifically, the topic ?self-service...
Continuum of Context Explication - Knowledge Discovery Through Process-Oriented Portals (2005)
Stefan Kremer, Stefan Smolnik, Lutz M. Kolbe
The research questions addressed in this article are how the value of information objects is affected by the context in which it is considered, and how associated contexts can be uncovered for given...
CRM collaboration in financial services networks: A multi-case analysis (2005)
Malte Geib, Lutz M. Kolbe, Walter Brenner
The deconstruction of value chains in the financial services industry has led to the emergence of financial services companies? networks collaborating to provide services. However, many networks...
Mobile-Commerce bei der Helsana: Mobile Prämienerstellung (2004)
Annette Reichold, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
Walter Brenner, Malte Dous, Lutz M. Kolbe
Selbstbedienungsautomaten sind ein fester Bestandteil der Distribution im Retail- Banking. Neuere Vertriebskanäle wie Online-, Call Center- und Mobile Banking scheinen jedoch im Zuge des...
Referenzprozessmodell für das Customer Relationship Management (2004)
Malte Geib, Harald Salomann, Lutz M. Kolbe, Walter Brenner
Der vorliegende Artikel stellt ein Referenzprozessmodell für das Customer Relationship Management (CRM) vor und validiert dieses anhand einer Literaturanalyse. Motivation hierfür ist das Fehlen...
A Knowledge Platform for the Customer Contact Center of Union Investment (2004)
Walter Brenner, Lutz M. Kolbe, Adrian Bueren
These days, customers require companies to know about their preferences across multiple channels and serve them with rapid responses to occurring problems. This creates the challenge of making all...
Collaborative Customer Management in Financial Services Alliances (2004)
Malte Geib, Lutz M. Kolbe, Walter Brenner
The integration of the financial services industry and many financial services companies? focus on core competencies have led to the emergence of financial services alliances. These alliances face a...
Malte Geib, Christian Braun, Lutz M. Kolbe, Walter Brenner
The success of a virtual community depends chiefly on the community members? utilization of the community system that supports it. It is therefore essential that the functions of the system meet the...
Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
In this paper, we will illustrate the use of modern information technology to provide knowledge support to CRM processes. This knowledge support allows for performance enhancement in customer...
M-Commerce at Helsana Health Insurance: Mobile Premium Calculator (2003)
Annette Reichold, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
The advancement of Information and Telecommunication Technologies allows new types of interaction between companies and customers. Companies face the question which potentials can be exploited using...
Grundlagen des Customer Knowledge Management (2003)
Lutz M. Kolbe, Walter Brenner, Hubert Österle, Malte Geib
Customer Relationship Management (CRM) und Wissensmanagement (engl. Knowledge Management) sind heutzutage in aller Munde, sowohl in der Praxis als auch in akademischen Kreisen. Beide Ansätze zielen...
Towards Knowledge Discovery through Context Explication (2003)
Stefan Kremer, Stefan Smolnik, Lutz M. Kolbe
More and more knowledge does play a decisive role as a factor of production besides the classic factors work, raw materials, and capital. Companies get a competitive advantage from a lead of...
Adrian Bueren, Lutz M. Kolbe, Walter Brenner
Der Einsatz von Wissensmanagement-Instrumenten wird häufig ohne direkten Bezug zu konkreten Geschäftsprozessen betrachtet. Gleichzeitig zeigt sich, dass gerade kundenorientierte CRM-Prozesse in...
Trends im Customer Knowledge Management (2003)
Malte Geib, Ragnar Schierholz, Lutz M. Kolbe
Nach dem Abebben der Euphorie rund um den eBusiness Hype hat in der Wirtschaft eine Konsolidierungsphase eingesetzt. Unternehmen investieren nun wesentlich vorsichtiger und konservativer in neue...
Knowledge-enabled Customer Relationship Management (2003)
Henning Gebert, Malte Geib, Lutz M. Kolbe, Walter Brenner
The concepts of customer relationship management (CRM) and knowledge management (KM) both focus on allocating resources to supportive business activities in order to gain competitive advantages. CRM...
Towards Customer Knowledge Management (2002)
Henning Gebert, Malte Geib, Lutz M. Kolbe, Gerold Riempp
The concepts of customer relationship management (CRM) and knowledge management (KM) have been recently gaining wide attention in business and academia. Both approaches focus on allocating resources...
Geschäftspotenziale für Finanzdienstleister im M-Commerce (2001)
Lutz M. Kolbe, Robert Buchholz, Torsten Koeltzsch, Christian Hofmann
The Information Superhighway and Private Households - Case Studies of Business Impacts (1996)
Die Informationstechnologie beeinflusst zunehmend auch private Haushalte. Dieses Buch zeigt neben der benötigten Infrastruktur eine Reihe von e-Home Anwendungsbeispielen.- Citizenss Informations...