Precise CRM implementation for companies certainly affects the business survival of a company because it will relate to the maintenance of good and right relationship with the customers which will make their loyalty improves. There are numerous models/frameworks of CRM which is widely known today. By making comparison between these models, we can make exact and useful deliverables to identify crucial points in building Social CRM model/framework. To harmonize business with the Information Technology, we need to create enterprise architecture that suit the companys situation. The merger of Zachman framework and Architecture for Integrated Information System (ARIS) is viewed as the bridging of Social CRM model/framework with its technology development and information system which will bring success in the implementation process.
Meyliana and Budiardjo E. K. (2014). The Comparison of CRM Model: a Baseline to Create Enterprise Architecture for Social CRM (SCOPUS). Lecture Notes in Electrical Engineering, 285 (1), 479-487.
CRM model, Enterprise architecture, Zachman framework, Architecture for Integrated Information System (ARIS)