Open Access

Customer relationship management (CRM) is one of the most frequently adopted management tools and has received much attention in the literature. From a company-wide perspective, CRM is viewed as a complex process requiring interventions in different company areas. Previous research has already highlighted the pitfalls and failures related to a partial and incomplete view of CRM. This study advances research on CRM by investigating the impact of the relative implementation time according to which interventions are implemented in different areas (customer management, CRM technology, organizational alignment, and CRM strategy) on CRM performance. The results of the empirical study reveal that compared to other critical CRM activities, a later implementation of organizational alignment activities has a negative impact on performance. Further, our results show that CRM implementations do not equally address the areas of customer acquisition, growth, and loyalty, since this clearly depends on company objectives and also on geographical differences.

The level shifter and the floating gate supply for high-side transistors are a major challenge in high-voltage DCDC converters. This paper presents a high speed and power-efficient level shifter for voltages of up to 50V, suitable for both PMOS and NMOS power FETs. A switching node falling edge detection allows both, a sensitive and safe signal detection. This enables a robust operation during steep dv / dt transitions and a power consumption as low as 4.1 pJ per switching cycle, which is a reduction of more than 40% compared to prior art. An active clamping circuit prevents common mode displacement currents into the high-side supply. The level shifter is implemented in a 180nm BiCMOS technology. Measurements confirm a 50V 120MHz high-speed operation of the level shifter with a rising / falling propagation delay of 1.45 ns / 1.3 ns, respectively. The dv / dt robustness has been confirmed by measurements for transitions up to 6V/ ns.

Due to their superior fast-switching performance, GaN transistors show enormous potential to enable compact power electronics in applications like renewable energy, electrical cars and home appliances by shrinking down the size of passives. However, fast switching poses challenges for the gate driver. Since GaN transistors have a low threshold voltage Vt of ~1V, an unintended driver turn-on can occur in case of a unipolar gate control as shown for a typical half-bridge in Fig. 24.2.1 (top left). This is due to coupling via the gate-drain capacitance (Miller coupling), when the low-side driver turns on, causing a peak current into the gate. This is usually tackled by applying a negative gate voltage to enhance the safety margin towards Vt, resulting in a bipolar gate-driving scheme. In many power-electronics applications GaN transistors operate in reverse conduction, carrying the inductor current during the dead time t, when the high-side and low-side switch are off (as illustrated at a high-side switch in Fig. 24.2.1, bottom left). As there is no real body diode as in silicon devices, the GaN transistor turns on in reverse operation with a voltage drop VF across the drain-source terminals (quasi-body diode behavior). As a negative gate voltage adds to VF, 63% higher reverse-conduction losses were measured for a typical GaN switch in bipolar gate-drive operation. This drawback is addressed by a three-level gate voltage (positive, 0V, negative), which at the same time provides robustness against unintended turn-on similar to the bipolar gate driver, proven in [1] for a discrete driver.

In current times, a lot of new business opportunities appeared using the potential of the Internet and related digital technologies, like Internet of Things, services computing, cloud computing, big data with analytics, mobile systems, collaboration networks, and cyber physical systems. Enterprises are presently transforming their strategy, culture, processes, and their information systems to become more digital. The digital transformation deeply disrupts existing enterprises and economies. Digitization fosters the development of IT environments with many rather small and distributed structures, like Internet of Things. This has a strong impact for architecting digital services and products. The change from a closed-world modeling perspective to more flexible open-world and living software and system architectures defines the moving context for adaptable and evolutionary software approaches, which are essential to enable the digital transformation. In this paper, we are putting a spotlight to service oriented software evolution to support the digital transformation with micro granular digital architectures for digital services and products.

Maintainability assurance techniques are used to control this quality attribute and limit the accumulation of potentially unknown technical debt. Since the industry state of practice and especially the handling of service- and microservice-based systems in this regard are not well covered in scientific literature, we created a survey to gather evidence for a) used processes, tools, and metrics in the industry, b) maintainability-related treatment of systems based on service orientation, and c) influences on developer satisfaction w.r.t. maintainability. 60 software professionals responded to our online questionnaire. The results indicate that using explicit and systematic techniques has benefits for maintainability. The more sophisticated the applied methods the more satisfied participants were with the maintainability of their software while no link to a hindrance in productivity could be established. Other important findings were the absence of architecture-level evolvability control mechanisms as well as a significant neglect of service-oriented particularities for quality assurance. The results suggest that industry has to improve its quality control in these regards to avoid problems with long living service-based software systems.