Skip to main content
View expanded cover

International Conference on Business Information Systems

BIS 2019: Business Information Systems Workshops pp 339–351Cite as

A Model to Assess Customer Alignment Through Customer Experience Concepts

  • 1143 Accesses

Part of the Lecture Notes in Business Information Processing book series (LNBIP,volume 373)

Abstract

Business and Information Technology alignment has been one of the main concerns for IT and Business executives due to its importance to the overall company performance. In the Business and IT alignment area, there is a lack of research works and approaches to measure the organizations’ alignment level with external customers. However, this alignment level is today relevant as customers have become more exigent and digitally connected and they have increased their negotiation power. To fulfil this lack, this paper presents the design and application of a maturity model for customer alignment measurement. The originality of our approach is that the model embraces digital transformation concepts aimed at measuring the experience level that the organization is offering to customers through the customer lifecycle.

Keywords

  • Information system
  • Strategic alignment
  • Capability model
  • User experience
  • Marketing
  • Sales
  • Service
  • Digital transformation

This is a preview of subscription content, access via your institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • DOI: 10.1007/978-3-030-36691-9_29
  • Chapter length: 13 pages
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
eBook
USD   84.99
Price excludes VAT (USA)
  • ISBN: 978-3-030-36691-9
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
Softcover Book
USD   109.99
Price excludes VAT (USA)
Learn about institutional subscriptions
Fig. 1.

References

  1. Luftman, J., Derksen, B.: Key issues for IT executives 2012: doing more with less. MIS Q. Exec. 11, 207–218 (2012)

    Google Scholar 

  2. Luftman, J., Derksen, B., Dwivedi, R., Santana, M., Zadeh, H.S., Rigoni, E.: Influential IT management trends: an international study. J. Inf. Technol. 30, 293–305 (2015)

    CrossRef  Google Scholar 

  3. Avila, O., Goepp, V., Kiefer, F.: Understanding and classifying information system alignment approaches. J. Comput. Inf. Syst. 50(1), 2–14 (2009)

    Google Scholar 

  4. Muñoz, L., Avila, O.: Business and information technology alignment measurement - a recent literature review. In: Abramowicz, W., Paschke, A. (eds.) BIS 2018. LNBIP, vol. 339, pp. 112–123. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-04849-5_10

    CrossRef  Google Scholar 

  5. MIT Sloan Management Review and Google: RESEARCH REPORT Leading With Next-Generation Key Performance Indicators. Massachusetts Institute of Technology (2018)

    Google Scholar 

  6. MIT Center for Digital Business and Capgemini Consulting: Digital Transformation: a roadmap for Billion-Dollar Organizations. MIT Center for Digital Business and Capgemini Consulting (2011)

    Google Scholar 

  7. Buttle, F.: Customer Relationship Management, Concepts and Tools. Elsevier Butterworth-Heinemann, Oxford (2004)

    CrossRef  Google Scholar 

  8. Morgan, B.: Forbes - Breathing New Life Into The Customer Lifecycle, 24 April 2017. https://www.forbes.com/sites/blakemorgan/2017/04/24/breathing-new-life-into-the-customer-lifecycle/#4f0d19014294. Accessed 19 Sept 2018

  9. Reis, J., Amorim, M., Melão, N., Matos, P.: Digital transformation: a literature review and guidelines for future research. In: Trends and Advances in Information Systems and Technologies, WorldCIST 2018. Advances in Intelligent Systems and Computing, vol. 745, pp. 411–421 (2018)

    Google Scholar 

  10. Harvard Business Review Analytic Services: The Digital Transformation of Business. Harvard Business School Publishing (2015)

    Google Scholar 

  11. Bonnet, D., Buvat, J., Subrahmanyam, K.V.J.: Rewired: crafting a compelling customer experience. Digital Transformation Review, no. 6 (2014)

    Google Scholar 

  12. Becker, J., Knackstedt, R., Pöppelbuß, J.: Developing maturity models for IT management. Bus. Inf. Syst. Eng. 1(3), 213–222 (2009)

    CrossRef  Google Scholar 

  13. Luftman, J.: Strategic alignment maturity. In: vom Brocke, J., Rosemann, M. (eds.) Handbook on Business Process Management 2. IHIS, pp. 5–43. Springer, Heidelberg (2015). https://doi.org/10.1007/978-3-642-45103-4_1

    CrossRef  Google Scholar 

  14. Luftman, J.: Assessing it/business alignment. Inf. Syst. Manag. 20(4), 9–15 (2003)

    CrossRef  Google Scholar 

  15. Henderson, J.C., Venkatraman, N.: Strategic alignment: leveraging information technology for transforming organizations. IBM Syst. J. 32(1), 4–16 (1993)

    CrossRef  Google Scholar 

  16. Vandermerwe, S.: How increasing value to customers improves business results. MIT Sloan Manag. Rev. 42(1), 27–37 (2000)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department of Systems and Computing Engineering, School of Engineering, Universidad de los Andes, Bogotá, Colombia

    Leonardo Muñoz & Oscar Avila

Authors
  1. Leonardo Muñoz
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Oscar Avila
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Leonardo Muñoz .

Editor information

Editors and Affiliations

  1. Poznań University of Economics and Business, Poznan, Poland

    Prof. Witold Abramowicz

  2. University of Seville, Seville, Spain

    Rafael Corchuelo

Rights and permissions

Reprints and Permissions

Copyright information

© 2019 Springer Nature Switzerland AG

About this paper

Verify currency and authenticity via CrossMark

Cite this paper

Muñoz, L., Avila, O. (2019). A Model to Assess Customer Alignment Through Customer Experience Concepts. In: Abramowicz, W., Corchuelo, R. (eds) Business Information Systems Workshops. BIS 2019. Lecture Notes in Business Information Processing, vol 373. Springer, Cham. https://doi.org/10.1007/978-3-030-36691-9_29

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-36691-9_29

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-36690-2

  • Online ISBN: 978-3-030-36691-9

  • eBook Packages: Computer ScienceComputer Science (R0)