330 Wirtschaft
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Customer orientation should be the core engine of every organisation. Information technology can be considered as the enabler to generate competitive advantages through customer processes in marketing, sales and service. The impact of information technologies is the biggest risk and at the same time a huge opportunity for any organisation. Research shows that Customer Relationship Management (CRM) enables organisations to perform better and focus more on their customers (e.g. market capitalisation of Amazon). While global enterprises are shaping the future of customer centricity and information technology, the question arises how German B2B organisations can shift their value contribution from product-centric to customer-centric. Therefore, these organisations are attempting to implement CRM software and putting their customers more into focus. However, the question remains, how organisations are approaching the implementation of CRM and if these attempts are paying off in terms of business performance.
Contributing to this highly topical discussion, this thesis contributes to the body of knowledge about the implementation of CRM in the German B2B sector and how it impacts their business performance. First, theoretical frameworks have been developed based on an extensive literature review. Hereby different aspects of CRM are worked-out and mapped against three dimensions of business performance, namely process efficiency, customer satisfaction and financial performance. Based on the theory, a conceptual framework was developed to test the relationships between CRM and Business Performance (BP). Therefore, a survey with 500 participants has been conducted. Based on this a measurement model was developed to test five main hypotheses.
The findings of these hypotheses suggest, that the implementation of CRM positively impacts business performance. In specific, the usage of analytical CRM and the establishment of a dedicated CRM success measurement correlate with the performance of German B2B organisations. In addition to these main findings, various key statements could be derived from the research and a measurement model was developed, which can be used for different organisational characteristics assessing BP. As a result, CRM implementations can be enhanced, and business performance can be improved.
Predictive maintenance information systems: the underlying conditions and technological aspects
(2020)
Predictive maintenance has the potential to improve the reliability of production and service provisioning. However, there is little knowledge about the proper implementation of predictive maintenance in research and practice. Therefore, we conducted a multi-case study and investigated underlying conditions and technological aspects for implementing a predictive maintenance system and where it leads to. We found that predictive maintenance initiatives are triggered by severe impacts of failures on revenue and profit. Furthermore, successful predictive maintenance initiatives require that pre-conditions are fulfilled: Data must be available and accessible. Very important is also the support by the management. We identified four factors important for the implementation of predictive maintenance. The integration of data is highly facilitated by Cloud-based mechanisms. The detection of events is enabled by advanced analytics. The execution of predictive maintenance operations is supported by data-driven process automation and visualization.
To remain relevant and mitigate disruption, traditional companies have to engage in multiple fast-paced experiments in digital offerings—revenue-generating solutions to what customers want and are willing to pay for, inspired by what is possible with digital technologies. After launching several digital offering initiatives, reinsurance giant Munich Re noticed that many experienced similar challenges. This case describes how Munich Re addressed these common challenges by building a foundation to help its digital offerings succeed. The foundation provided prioritized and staged funding; dedicated, hands-on expertise; and a digital platform of shared services. By 2020, this foundation was helping to support over seventy initiatives, including several that were in the market generating new sources of revenue for the company by enabling its clients—insurance companies—to better service their own customers.
To remain relevant and mitigate disruption, traditional companies have to engage in multiple fast-paced experiments in digital offerings: revenue-generating solutions that leverage digital technologies to address customer needs. After launching several digital offering initiatives, reinsurance giant Munich Re noticed that many experienced similar challenges. This briefing describes how Munich Re addressed these common challenges by building a foundation for experimenting more systematically and successfully with digital offerings. The foundation has enabled Munich Re to become a serial innovator of digital offerings.
A holistic approach to digitization enables decision-makers to achieve new efficiency in corporate performance management. The digitalization improves the quality, validity and speed of information retrieval and processing. At present, most corporations are confronted with the problem of not being able to organize, categorize and visualize decision-relevant information. To meet the challenges of information management, the Management Cockpit provides an information center for managers. In accordance with the specific working environment of the executives, the Management Cockpit offers a quick and comprehensive overview of the company's situation. Today, the current situation of a company is no longer only influenced by internal factors, but also by its public image. Social media monitoring and analysis is therefore a crucial component for the external factors of successful management. Real-time monitoring of the emotions and behaviors of consumers and customers thus contributes to effective controlling of allbusiness areas. The intelligent factories promise to collect data for internal factors, but the current reality in manufacturing looks different. Production often consists of a large number of different machines, with varying degrees of digitization and limited sensor data availability. In order to close this gap, we developed a compact sensor board with network components, which allows a flexible design with different sensors for a wide variety of applications. The sensor data enable decision makers to adapt the supply chain based on their internal and external observations in the Management Cockpit. Due to the realtime and long-term monitoring and analytic possibilities the Management Cockpit provides a multi-dimensional view of the company and supports an holistic Corporate Performance Management.
The article studies a novel approach of inflation modeling in economics. We utilize a stochastic differential equation (SDE) of the form dXt=aXtdt+bXtdBtH, where dBtH is a fractional Brownian motion in order to model inflationary dynamics. Standard economic models do not capture the stochastic nature of inflation in the Eurozone. Thus, we develop a new stochastic approach and take into consideration fractional Brownian motions as well as Lévy processes. The benefits of those stochastic processes are the modeling of interdependence and jumps, which is equally confirmed by empirical inflation data. The article defines and introduces the rules for stochastic and fractional processes and elucidates the stochastic simulation output.
Since the global financial crisis of 2008/2009, there has been no challenge to the financial and banking system comparable to that during the Corona crisis.
Weak profitability, unresolved regulatory challenges and increasing competition in the digital sector pose further challenges for banks.
The stability of the financial system and access to financial markets was not at risk during the pandemic. Through joint efforts and better bank capitalisation, the financial system is now more resilient than during the financial crisis.
Provided that grants and loans in the “next generation EU” fund are well targeted for structural reforms and investments in the future, this should boost confi-dence and growth.
However, further improvements in financial stability, such as increased capital requirements, regulation of shadow banks or reforms in financial supervision, are needed.
This paper studies the impact of financial liquidity on the macro-economy. We extend a classic macroeconomic modeland compute numerical simulations. The model confirms that persistently low inflation can occur despite a high degreeof financial liquidity due to a reallocation of cash, normal and risk-free bonds. In that regard, our model uncovers anexplanation of a flat Phillips curve. Overall, our approach contributes to a rather disregarded matter in macroeconomictheory.
Businesses need to cope with myriad challenges including increasingly competitive markets and rapid developments in digital technology. The overall aim of the research described in this paper is to generate fresh insights into the impacts of digitalisation on the design and management of global supply chains. It focuses on understanding the current adoption rate of new technologies in global supply chains, identifying perceived opportunities and challenges and clarifying the critical factors driving (and inhibiting) their deployment. The authors administered an online survey with a global sample of respondents from various supply chain functions, resulting in a sample of 142 responses. Significant differences emerged in adoption patterns between companies of different sizes. Moreover, the study pointed to a widening gap (or a ‘digital divide’) between leaders and laggards in terms of technology adoption. Perceived benefits and challenges also differ notably between companies of varying sizes. Adoption patterns are very diverse across specific technologies. The results further suggest that there is a significant correlation between adoption of digital technologies and different dimensions of company performance.
This book presents an empirical investigation of the efforts that multinational pharmaceutical companies take in order to find a business model that allows for a profitable access to the Bottom of the Pyramid (BoP) markets. The Bottom of the Pyramid in Africa is frequently mentioned as an attractive market due to its sheer size. Yet most companies struggle to access it because of the low price level, difficult physical market access and challenges when it comes to payment.
More specifically, the book investigates the following business model-related questions: Do pharmaceutical companies provide products that meet the needs of the BoP? What characterizes the value generation of the company? What revenue model leads to a profitable business, and what role does a network of partners play in the business model?
Findings reveal that there is no ‘one-size-fits-all’ answer to these questions. Providing continuous availability, affordability at a good quality of goods and services, creating health awareness, as well as localizing business to achieve a level of inclusivenessare essential prerequisites for success. In the last chapter this book provides a business model prototype that accounts for these key success factors for business at the Bottom of the Pyramid and points to further research topics.