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...
Mobilizing Customer Relationship Management – A Journey from Strategy to System Design (2008)
the University of St. Gallen, Switzerland. He is a member of the Competence Center
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...
Mobile Kundeninteraktion (2007)
Die Telekommunikationsindustrie hat in den letzten Jahren große Hoffnungen in die mobilen Informationsdienste gesetzt. Nachdem bei den mobilen Sprachdiensten nahezu eine Marktsät-tigung erreicht...
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...
Mobile Systems For Customer Service Differentation - The Case Of Lufthansa (2006)
Ragnar Schierholz, Susanne Glissmann, Lutz M. Kolbe, Walter Brenner
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...
Mobile-Commerce bei der Helsana: Mobile Prämienerstellung (2004)
Annette Reichold, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
Case Study Helsana - M-Commerce at Helsana Health Insurance: Mobile Premium Calculator (2004)
Annette Reichold, Ragnar Schierholz
Since the introduction of GSM based voice services and SMS as data service, many new technologies have evolved in the field of mobile technologies, without being able to gain a substantial spread....
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...
Fallstudie Helsana - M-Commerce bei der Helsana: Mobile Prämienerstellung (2003)
Annette Reichold, Ragnar Schierholz
Seit der Einführung von auf GSM basierenden Sprachdiensten und SMS als Datendienst haben sich viele Technologien auf dem Gebiet der Mobiltechnologie entwickelt, ohne im Stande zu sein eine...
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...