Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management

Samaneh Bagheri, Rob J. Kusters, Jos J. M. Trienekens


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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Paper Citation

in Harvard Style

Bagheri S., J. Kusters R. and J. M. Trienekens J. (2015). Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management . In Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 3: ICEIS, ISBN 978-989-758-098-7, pages 249-257. DOI: 10.5220/0005370002490257

in Bibtex Style

author={Samaneh Bagheri and Rob J. Kusters and Jos J. M. Trienekens},
title={Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management},
booktitle={Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 3: ICEIS,},

in EndNote Style

JO - Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 3: ICEIS,
TI - Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management
SN - 978-989-758-098-7
AU - Bagheri S.
AU - J. Kusters R.
AU - J. M. Trienekens J.
PY - 2015
SP - 249
EP - 257
DO - 10.5220/0005370002490257