The Best Practice Agile e-CRM Framework Based on House of Quality

摘要

It is imperative to respond to the voice of the customer (VOC) and the priorities of customers' requirements when implementing e-Business strategies. On the other hand, the House of Quality (HOQ) is a tool that translates the VOC into measurable design targets and a set of engineering specifications. The purpose of this paper is to determine the best practice agile e-customer relationship management (e-CRM) framework that meets customer requirements. The proposed model applies House of quality tool to recognize these customer needs and expectations and satisfy throughout the entire e-Business process. We present a novel structured framework to select the best practice agile e-CRM framework to take advantage of the rapid changes in the business environment before its implementation.