Literature Review and an Analysis of the State of the Market of Anything Relationship Management (xRM) - xRM as an Extension of Customer Relationship Management

Knoblauch, Jonathan P.; Bulander, Rebecca

doi:10.5220/0005128602360244

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“…The term xRM has already been defined several times in a variety of ways. In a previsous paper we did an extensive literatur review about the term xRM (see Knoblauch and Bulander, 2014). In most definitions xRM is seen as the further stage of Customer Relationship Management (CRM) as well as the realization of the theoretical foundations of relationship management.…”

Section: Definition Of Xrmmentioning

confidence: 99%

“…In our research project we did also an extensive xRM market analysis over 26 software suppliers which offer CRM platforms with xRM functionnalities. We want just mention some global players out of this analysis to underline the importance of this topic: Microsoft with Dynamics CRM 4.0, Salesforce with their Salesforce1 Plattform or Selligent GmbH with CRM & Interactive-Marketing-Suite (see Knoblauch and Bulander, 2014).…”

Section: Xrm Cloud Platformsmentioning

confidence: 99%

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Development of an Anything Relationship Management Prototype for the Smart Factory

Knoblauch

Bulander

Greiner

2015

Proceedings of the 5th International Conference on Cloud Computing and Services Science

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The Internet of Things, Services and Data (IoTSD) enters into more and more areas of the business, private and public sector. Typical areas are Smart Factory, Smart Home, Smart Grid, Connected Vehicles and Smart City. The area of Smart Factory (also called industrial internet) will be the most important one in the manufacturing sector. For several years There has been another development in information and communications technology (ICT) observable, called Anything Relationship Management (xRM), trying to systematically manage all stakeholders, physical objects and virtual entities of an enterprise through the use of powerful IT platforms. xRM can be used as a cloud management platform for smart industrial production units combined with stakeholder management. In this paper we use xRM to develop a top-down prototype in the Smart Factory environment. The main objective is to demonstrate how xRM could be used in the future Smart Factory. We therefore recreate the structure of an existing machine for mixing liquids as a service on an xRM cloud platform. Furthermore typical data exchange activities between machine and an xRM cloud platform as well as customers and production machine are simulated. The xRM prototype demonstrates why using an xRM cloud platform is helpful for flexile production environments.

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Section: Definition Of Xrmmentioning

confidence: 99%

Section: Xrm Cloud Platformsmentioning

confidence: 99%