The Use of Customer Relationship Management Software in Meta-enterprises for Virtual Enterprise Integration

The Use of Customer Relationship Management Software in Meta-enterprises for Virtual Enterprise Integration

Maria Manuela Cruz-Cunha (Polytechnic Institute of Cavado and Ave, Portugal), Goran D. Putnik (University of Minho, Portugal) and João Varajão (University of Trás-os-Montes e Alto Douro, Portugal)
DOI: 10.4018/978-1-61350-044-6.ch018

Abstract

To make the Virtual Enterprise (VE) a real, competitive, and widely implemented organizational and management concept, it is fundamental to assure that the requirements of this organizational model are achieved in the several phases of the Virtual Enterprise life-cycle. The support to VE (comprising design, creation, operation and reconfiguration) must be assured by meta-enterprises based on a broker and computer-aided tools, capable of managing, controlling and enabling virtual enterprise creation/ operation /reconfiguration, which may represent a strong contribution towards the VE performance. The chapter introduces the VE model requirements, focuses one specific meta-enterprise environment called the Market of Resources, and introduces the incorporation of CRM in this environment as one of the computer-aided systems.
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Background

This section introduces the reconfigurability requirement of Virtual Enterprise (VE) integration and the reconfiguration dynamics intrinsic to this model, and introduces the environments for VE integration.

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