Customer Relationship Management (CRM) represents a technological application based on the philosophy of Relationship Marketing and it recommends the interaction with high value consumers. Relating CRM to new social technologies, CRM 2.0 or social CRM deals with the relationship between companies and customers using online platforms. Through a comparative study based on qualitative indicators, ...

Small and Medium (SME) companies are facing growing challenges while trying to implement globalized business strategies. Contemporary business models need to account for spatial-temporal changeable environments, where lack of confidence and uncertainty in data are a reality. Further, SMEs are finding it increasingly difficult to include all required competences in their internal structures; the...

Outsourcing initiatives are key to firm efforts to focus on core competencies, alter engrained practices and attain significant cost reductions in non-core processes. Extensive thought goes into the selection of outsourcing service providers, with the aim of enlisting vendors that have the competence and reputation to lower cost and enhance service levels. However, in addition to traditional fe...

An important aspect of business process modelling is let nonprofessional users understand business processes, so that they can be involved not only in their understanding but even in their management. This paper introduces a business process editor geared to end users whose prerequisites are very elementary. The editor has been developed by the DIS of University of Naples “Federico II”, in a pa...

The Add-Wijzer project set out to demonstrate the business value of public sector information exploitation by making ‘law information’ more accessible in support of business planning by professionals who are not lawyers. The public-private partnership formed for this task have shown that integration of various businessrelevant data sources along with geographical information and tools can incre...