Auflistung nach Schlagwort "Business analytics"
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- ZeitschriftenartikelCURIE: Towards an Ontology and Enterprise Architecture of a CRM Conceptual Model(Business & Information Systems Engineering: Vol. 64, No. 5, 2022) Fernández-Cejas, Miguel; Pérez-González, Carlos J.; Roda-GarcÃa, José L.; Colebrook, MarcosCompanies face the challenge of managing customer relationships (CRM) in a context marked by a drastic digital transformation and unbridled evolution of consumer behavior, exacerbated by the COVID-19 pandemic. The customer is more demanding, has access to the global market and interacts with companies through multiple digital channels, such as email, social networks, mobile apps or instant messaging. In this situation, the success of a CRM implementation highly depends on information technology and the applications used. To harmonize this new business context with the development of information systems (IS), a suitable CRM ontology and enterprise architecture (EA) is needed. While an ontology-based conceptual model provides a unifying framework, aids sharing and reusing knowledge, and facilitates communication within a domain, an EA-based model unequivocally describes, analyzes, and visualizes how an organization should operate from the perspective of business, application, and technology. The purpose of the paper is the proposal of CURIE-O, a CRM OntoUML UFO-based ontology, together with CURIE-EA, a CRM ArchiMate-based EA to serve business managers and IS specialists an updated unifying framework of reference in the CRM domain as well as a highly efficient tool to support application development and maintenance in this changing and increasingly digital context. Modeling has proven to be an essential element to achieve high-performance information systems. In order to apply the ontology and the EA proposed here, the authors developed a CRM task management application prototype that was implemented as a case study in a consulting company. The methodology followed was design science research (DSR), in order to design and validate the artifacts. Within the DSR framework, other complementary research methods have been used, in particular literature research, interviews and focus groups carried out with several hotel chains in Tenerife (Canary Islands). The main existing CRM models in the scientific literature have also been analyzed together with the leading CRM market solutions.
- ZeitschriftenartikelDesigning Business Analytics Solutions(Business & Information Systems Engineering: Vol. 62, No. 1, 2020) Nalchigar, Soroosh; Yu, EricThe design and development of data analytics systems, as a new type of information systems, has proven to be complicated and challenging. Model based approaches from information systems engineering can potentially provide methods, techniques, and tools for facilitating and supporting such processes. The contribution of this paper is twofold. Firstly, it introduces a conceptual modeling framework for the design and development of advanced analytics systems. It illustrates the framework through a case and provides a sample methodological approach for using the framework. The paper demonstrates potential benefits of the framework for requirements elicitation, clarification, and design of analytical solutions. Secondly, the paper presents some observations and lessons learned from an application of the framework by an experienced practitioner not involved in the original development of the framework. The findings were then used to develop a set of guidelines for enhancing the understandability and effective usage of the framework.