The integrative role of CRM with ERP and SCM in the e-business environment

Shaohong Zheng, David C. Yen*, Doug Havelka, Cheng-Yuan Ku

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

3 Scopus citations


When customer relationship management becomes critical to business success, Customer Relationship Management (CRM) applications are viewed by organisations as a key vehicle to building long-term customer relationships and achieving competitive advantages. This paper focuses on discussing the role of CRM with respect to e-business, ERP and Supply Chain Management (SCM) systems. The definition, evolution, components, applications and current status of CRM will also be discussed. A brief overview of ERP, SCM systems and e-business will be presented as well.

Original languageEnglish
Pages (from-to)50-68
Number of pages19
JournalInternational Journal of Information Technology and Management
Issue number1
StatePublished - 1 Jan 2002


  • CRM system
  • Customer relationship
  • Customer relationship management
  • E-business
  • ERP system
  • SCM system
  • Web-enabled CRM

Fingerprint Dive into the research topics of 'The integrative role of CRM with ERP and SCM in the e-business environment'. Together they form a unique fingerprint.

Cite this