http://dl.gi.de/handle/20.500.12116/16709 Thu, 23 Jul 2026 09:01:46 GMT 2026-07-23T09:01:46Z http://dl.gi.de/handle/20.500.12116/16724 Intelligent Business Processes in CRM - Exemplified by Complaint Management Zaby, Christopher; Wilde, Klaus D. Customer relationship management (CRM) is becoming a critical source of competitive advantage for businesses today. However, many CRM business processes are deficient and inflexible. For example, many customers are dissatisfied with complaint management. Still, companies seldom systematically adapt the complaint management process. In theory, operational and analytical CRM form a closed loop: analytical CRM uses business intelligence (BI) tools to analyze operational data and the knowledge gained is used for continual optimization of operations. One special approach in establishing this loop is to continually support decision points in operational processes with knowledge from BI. In this way, the use of BI becomes an integral part of business processes, which are then referred to as intelligent business processes. However, in CRM not much is known about this approach. Based on an extensive review of the literature, the study explores the state of theory and practice in the field of intelligent business processes in CRM, with special attention to complaint management because of its considerable importance and application potential. In particular, the conceptual framework of intelligent business processes in CRM is depicted and two implementation options are identified: embedded intelligence and business rules. Focusing on complaint management, evidence on intelligent business processes is systematically documented, weak points are identified, and a research agenda for the shift to more intelligent processes is presented. Mon, 01 Jan 2018 00:00:00 GMT http://dl.gi.de/handle/20.500.12116/16724 2018-01-01T00:00:00Z http://dl.gi.de/handle/20.500.12116/16726 Riding the Digitalization Wave: Toward a Sustainable Nomenclature in Wirtschaftsinformatik - A Comment on Riedl et al. (2017) Mertens, Peter; Wiener, Martin Mon, 01 Jan 2018 00:00:00 GMT http://dl.gi.de/handle/20.500.12116/16726 2018-01-01T00:00:00Z http://dl.gi.de/handle/20.500.12116/16723 Future Work and Enterprise Systems Brocke, Jan; Maaß, Wolfgang; Buxmann, Peter; Maedche, Alexander; Leimeister, Jan Marco; Pecht, Günter Mon, 01 Jan 2018 00:00:00 GMT http://dl.gi.de/handle/20.500.12116/16723 2018-01-01T00:00:00Z http://dl.gi.de/handle/20.500.12116/16725 Facilitating Informed Decision-Making in Financial Service Encounters Heinrich, Peter; Schwabe, Gerhard While advice-giving encounters form an integral part of banks’ services, clients often buy inappropriate products and face financial consequences. Legislators have started to put banks under pressure to ensure that clients are properly educated. However, the literature describes barriers due to which client education is doomed to fail applying current advice-giving practices. Practicable alternatives to the predominant perfect agent style of advice-giving are dismissed, mainly with the argument of client-side cognitive limitations. This paper challenges this assumption by suggesting a decision-making process that seamlessly integrates educational interventions, thus supporting informed client decision-making. In the spirit of design science research, the authors take a fresh look at the problems of client education in cooperation with a large Swiss retail bank to derive generalizable requirements, and design a novel IT-supported advice-giving process. An evaluation demonstrates the design’s utility in significantly improving client learning, compared to traditional service encounters. This research extends the current discourse on service encounter design, and seeks to help practitioners to design the financial service encounters of tomorrow. Mon, 01 Jan 2018 00:00:00 GMT http://dl.gi.de/handle/20.500.12116/16725 2018-01-01T00:00:00Z