Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

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Abstract

Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a value network CKM (VN-CKM) capability. We also look at the supportive IT capability, which we define as the value network social customer relationship management (VN-SCRM) capability. At operational level VN-CKM and VN-SCRM capabilities are reflected in the execution of business processes and information systems. To achieve BIA, a linkage is required between the VN-CKM capability and the VN-SCRM capability and between its accompanying business processes and systems. If in the process of VN-CKM, activities such as creation, storage/retrieve, transfer, and usage of customer knowledge are enabled by VN-SCRM systems across a network, the established BIA will support the functioning of the PSS. In this study we discuss the role of a VN-SCRM capability and identify requirement components of accompanying systems in relation to a VN-CKM capability and accompanying processes, in order to foster BIA at a network level.
Original languageEnglish
Title of host publicationICEIS 2015,17th International Conference on Enterprise Information Systems 2015, 27-30 April 20215, Barcelona, Spain
EditorsS. Hammoudi, J. Cordeiro, L. Maciaszek
PublisherSCITEPRESS-Science and Technology Publications, Lda.
Pages249-257
DOIs
Publication statusPublished - 2015
Event17th International Conference on Enterprise Information Systems (ICEIS 2015) - Barcelona, Spain
Duration: 27 Apr 201530 Apr 2015
Conference number: 17
http://www.iceis.org/?y=2015

Conference

Conference17th International Conference on Enterprise Information Systems (ICEIS 2015)
Abbreviated titleICEIS 2015
CountrySpain
CityBarcelona
Period27/04/1530/04/15
Internet address

Fingerprint

Value network
Alignment
Customer relationship management
Customer knowledge management
Management capability
Business process
Customer knowledge
Information systems
Business information
Management system
Customer needs
Linkage
Functioning
IT capability

Cite this

Bagheri, S., Kusters, R. J., & Trienekens, J. J. M. (2015). Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management. In S. Hammoudi, J. Cordeiro, & L. Maciaszek (Eds.), ICEIS 2015,17th International Conference on Enterprise Information Systems 2015, 27-30 April 20215, Barcelona, Spain (pp. 249-257). SCITEPRESS-Science and Technology Publications, Lda.. https://doi.org/10.5220/0005370002490257
Bagheri, S. ; Kusters, R.J. ; Trienekens, J.J.M. / Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management. ICEIS 2015,17th International Conference on Enterprise Information Systems 2015, 27-30 April 20215, Barcelona, Spain. editor / S. Hammoudi ; J. Cordeiro ; L. Maciaszek. SCITEPRESS-Science and Technology Publications, Lda., 2015. pp. 249-257
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abstract = "Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a value network CKM (VN-CKM) capability. We also look at the supportive IT capability, which we define as the value network social customer relationship management (VN-SCRM) capability. At operational level VN-CKM and VN-SCRM capabilities are reflected in the execution of business processes and information systems. To achieve BIA, a linkage is required between the VN-CKM capability and the VN-SCRM capability and between its accompanying business processes and systems. If in the process of VN-CKM, activities such as creation, storage/retrieve, transfer, and usage of customer knowledge are enabled by VN-SCRM systems across a network, the established BIA will support the functioning of the PSS. In this study we discuss the role of a VN-SCRM capability and identify requirement components of accompanying systems in relation to a VN-CKM capability and accompanying processes, in order to foster BIA at a network level.",
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Bagheri, S, Kusters, RJ & Trienekens, JJM 2015, Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management. in S Hammoudi, J Cordeiro & L Maciaszek (eds), ICEIS 2015,17th International Conference on Enterprise Information Systems 2015, 27-30 April 20215, Barcelona, Spain. SCITEPRESS-Science and Technology Publications, Lda., pp. 249-257, 17th International Conference on Enterprise Information Systems (ICEIS 2015), Barcelona, Spain, 27/04/15. https://doi.org/10.5220/0005370002490257

Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management. / Bagheri, S.; Kusters, R.J.; Trienekens, J.J.M.

ICEIS 2015,17th International Conference on Enterprise Information Systems 2015, 27-30 April 20215, Barcelona, Spain. ed. / S. Hammoudi; J. Cordeiro; L. Maciaszek. SCITEPRESS-Science and Technology Publications, Lda., 2015. p. 249-257.

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

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N2 - Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a value network CKM (VN-CKM) capability. We also look at the supportive IT capability, which we define as the value network social customer relationship management (VN-SCRM) capability. At operational level VN-CKM and VN-SCRM capabilities are reflected in the execution of business processes and information systems. To achieve BIA, a linkage is required between the VN-CKM capability and the VN-SCRM capability and between its accompanying business processes and systems. If in the process of VN-CKM, activities such as creation, storage/retrieve, transfer, and usage of customer knowledge are enabled by VN-SCRM systems across a network, the established BIA will support the functioning of the PSS. In this study we discuss the role of a VN-SCRM capability and identify requirement components of accompanying systems in relation to a VN-CKM capability and accompanying processes, in order to foster BIA at a network level.

AB - Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a value network CKM (VN-CKM) capability. We also look at the supportive IT capability, which we define as the value network social customer relationship management (VN-SCRM) capability. At operational level VN-CKM and VN-SCRM capabilities are reflected in the execution of business processes and information systems. To achieve BIA, a linkage is required between the VN-CKM capability and the VN-SCRM capability and between its accompanying business processes and systems. If in the process of VN-CKM, activities such as creation, storage/retrieve, transfer, and usage of customer knowledge are enabled by VN-SCRM systems across a network, the established BIA will support the functioning of the PSS. In this study we discuss the role of a VN-SCRM capability and identify requirement components of accompanying systems in relation to a VN-CKM capability and accompanying processes, in order to foster BIA at a network level.

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BT - ICEIS 2015,17th International Conference on Enterprise Information Systems 2015, 27-30 April 20215, Barcelona, Spain

A2 - Hammoudi, S.

A2 - Cordeiro, J.

A2 - Maciaszek, L.

PB - SCITEPRESS-Science and Technology Publications, Lda.

ER -

Bagheri S, Kusters RJ, Trienekens JJM. Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management. In Hammoudi S, Cordeiro J, Maciaszek L, editors, ICEIS 2015,17th International Conference on Enterprise Information Systems 2015, 27-30 April 20215, Barcelona, Spain. SCITEPRESS-Science and Technology Publications, Lda. 2015. p. 249-257 https://doi.org/10.5220/0005370002490257