Authors:
Jonathan Philip Knoblauch
and
Rebecca Bulander
Affiliation:
Hochschule Pforzheim, Germany
Keyword(s):
Anything Relationship Management, Management Concept, Customer Relationship Management, Relationship Management, Internet of Everything.
Related
Ontology
Subjects/Areas/Topics:
Artificial Intelligence
;
Biomedical Engineering
;
Cloud Computing
;
Collaboration and e-Services
;
Collaborative Computing
;
Complex Systems Modeling and Simulation
;
Data Communication Networking
;
Data Engineering
;
Databases and Information Systems Integration
;
e-Business
;
Electronic Commerce
;
Enterprise Information Systems
;
Guidelines, Principles, Patterns and Standards
;
HCI on Enterprise Information Systems
;
Health Information Systems
;
Human Factors
;
Human-Computer Interaction
;
Informatics in Control, Automation and Robotics
;
Information Systems Analysis and Specification
;
Integration/Interoperability
;
Internet of Things
;
Internet Portals
;
Internet Systems Performance
;
Interoperability
;
Knowledge Discovery and Information Retrieval
;
Knowledge Management and Information Sharing
;
Knowledge-Based Systems
;
Middleware Integration
;
Middleware Platforms
;
Mobile Software and Services
;
Multimedia Systems
;
Ontologies and the Semantic Web
;
Physiological Computing Systems
;
Requirements Analysis And Management
;
Robotics and Automation
;
Semantic Web Technologies
;
Sensor Networks
;
Services Science
;
Simulation and Modeling
;
Society, e-Business and e-Government
;
Software Agents and Internet Computing
;
Software and Architectures
;
Software Engineering
;
Software Engineering Methods and Techniques
;
Symbolic Systems
;
Technology Platforms
;
Telecommunications
;
Ubiquitous Computing
;
User Profiling and Recommender Systems
;
Virtual Enterprises
;
Virtual Environment, Virtual and Augmented Reality
;
Virtual Reality and Augmented Reality
;
Web 2.0 and Social Networking Controls
;
Web Information Systems and Technologies
;
Web Services
;
Wireless and Mobile Computing
;
Wireless and Mobile Technologies
;
Wireless Information Networks and Systems
Abstract:
An increasing interconnectedness of people, physical objects and virtual objects through ICT (information and communication technology) has been observable for years. This is reflected in various fields such as business contacts (e.g. LinkedIn and Xing), social media (e.g. Facebook, WhatsApp and Twitter) or the emerging Internet of Everything (IoE). Particularly companies and organizations have a variety of relationships with their stakeholders, as well as other physical things (cars, machines etc.) and virtual objects (cloud services, documents etc.) today. All those things have to be managed with appropriate approaches. xRM can be used for this purpose as a further development of Customer Relationship Management (CRM), allowing the management of any kind of objects with appropriate mechanisms on a information technology (IT) platform. This document summarizes the results of a research project, whose aims were to develop a conceptual framework for Anything Relationship Management (x
RM). Some basic background about xRM, the difference between xRM and CRM and some theoretical foundations of management concepts are described for this purpose. Additionally, the main objectives and principles of xRM will be explained. The development of a conceptual framework for xRM as well as the different components is explained on this basis. Finally, the conceptual framework for xRM gets validated through an implemented example.
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