TY - JOUR
T1 - Business modelling with UML
T2 - The implementation of CRM systems for online retailing
AU - Wilcox, P A
AU - Gurau, C
PY - 2003/5
Y1 - 2003/5
N2 - In the highly competitive digital market, the implementation of a Customer Relationship Management (CRM) strategy may represent the difference between success and failure for online retailing firms. The restructuring of the business system is extremely complex in the digital environment, requiring careful planning, modelling and implementation of a customer-oriented approach. The paper identifies and analyses the main advantages of the Unified Modelling Language for Business Modelling, presenting a general example of Business Modelling for CRM implementation in online retailing companies. © 2003 Elsevier Science Ltd. All rights reserved.
AB - In the highly competitive digital market, the implementation of a Customer Relationship Management (CRM) strategy may represent the difference between success and failure for online retailing firms. The restructuring of the business system is extremely complex in the digital environment, requiring careful planning, modelling and implementation of a customer-oriented approach. The paper identifies and analyses the main advantages of the Unified Modelling Language for Business Modelling, presenting a general example of Business Modelling for CRM implementation in online retailing companies. © 2003 Elsevier Science Ltd. All rights reserved.
KW - Business modelling
KW - Online retailing
KW - UML
UR - http://www.scopus.com/inward/record.url?scp=0042709381&partnerID=8YFLogxK
U2 - 10.1016/S0969-6989(03)00004-3
DO - 10.1016/S0969-6989(03)00004-3
M3 - Article
VL - 10
SP - 181
EP - 191
JO - Journal of Retailing and Consumer Services
JF - Journal of Retailing and Consumer Services
IS - 3
ER -