A customer-centric e-business model for an efficient customer relationship management in the semiconductor industry

Abstract

Summary form only given. This paper presents a business model using the electronic media for world commerce to improve business efficiency and customer relationship management (CRM) in the semiconductor industry. The proposed e-business model consists of five basic building blocks integrated into an e-business system. These building blocks are: (1) an electronic storefront called e-Store; (2) an automatic order management system; (3) an automatic scheduling system; (4) a product customization process; and (5) a networked core business functions as a customer support and feedback team. In order to implement the proposed customer-centric e-business model suitable digital strategies must be adopted. These strategies include organizing a deployment team to setup a target electronic commerce infrastructure. The potential benefits of the proposed e-business model for SDMs are discussed. The benefits include a reduction in the cost and cycle time of business transactions and improvement in customer satisfaction and CRM. The proposed model is shown to improve the marketing strategy by designing an attractive and customer focused e-Store.