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Connected Enterprise Meets Connected Customer - A Design Approach

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Title: Connected Enterprise Meets Connected Customer - A Design Approach
Authors: Fischer, Marcus
Imgrund, Florian
Friedrich-Baasner, Gregor
Janiesch, Christian
Winkelmann, Axel
Keywords: Enterprise Architecture and Business Processes Analysis
Digitization, Customer Orientation, Enterprise Architectures
Issue Date: 03 Jan 2018
Abstract: In an increasingly digitized environment, enterprises face new challenges. Enabled by ubiquitous Internet accessibility, people, places, and products have become more interconnected and are gradually merging into the Internet of Everything. Simultaneously, a new generation of connected customers is emerging that is establishing new requirements for the capabilities of enterprises to communicate, interact, and respond to unforeseen events. As customer satisfaction is the central source of future competitiveness, companies must initiate a transformation towards a connected enterprise. By analyzing the characteristics of the connected customer, this paper presents guidelines for enterprises to address customer needs adequately and manage their operations in the Internet of Everything. Building upon established enterprise architecture frameworks, we apply a Design Science Research procedure to derive four practical recommendations. Thus, enterprises must manage their business processes holistically, implement information systems and standards for data exchange, provide mechanisms for real-time business intelligence, and determine their optimal degree of connectivity.
Pages/Duration: 10 pages
ISBN: 978-0-9981331-1-9
DOI: 10.24251/HICSS.2018.585
Rights: Attribution-NonCommercial-NoDerivatives 4.0 International
Appears in Collections:Enterprise Architecture and Business Processes Analysis

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