Measuring and managing e-business projects through the balanced scorecard

Grembergen, Wim Van; Amelinckx, Isabelle

doi:10.1109/hicss.2002.994395

Cited by 47 publications

(35 citation statements)

References 5 publications

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“…Their major drawback of evaluation is that they focus on the estimation of cash flows and accounting criteria. They are not suitable for evaluating investments that are expected to yield benefits that are primarily intangible, indirect, or strategic (Grembergen & Amelinckx, 2002).…”

Section: Crm Effectiveness and Evaluationmentioning

confidence: 97%

“…• BSC evaluates customer satisfaction which is very important in e-business (Grembergen & Amelinckx, 2002). …”

Section: Crm Effectiveness and Evaluationmentioning

confidence: 99%

“…The general BSC framework can be adapted to the more specific needs of monitoring and evaluating the e-business projects. Grembergen and Amelinckx (2002) proposed a generic e-business scorecard, which consists of four perspectives: customer orientation, business contribution, operational excellence, and future orientation. Martinsons, Davison, and Tse (1999) developed a BSC for information systems that measured and evaluated IS activities from the following perspectives: business value, user orientation, internal process, and future readiness.…”

Section: Crm Effectiveness and Evaluationmentioning

confidence: 99%

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A model for evaluating the effectiveness of CRM using the balanced scorecard

Kim

Suh²,

Hwang

2003

Journal of Interactive Marketing

247

119

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Customer relationship management (CRM) has become one of the leading business strategies in the new millennium. CRM is a broad term for managing business interactions with customers. The effectiveness of CRM can be measured as a satisfaction level achieved by CRM activities. Although CRM has emerged as a major business strategy for e-commerce, little research has been conducted in evaluating the effectiveness of CRM. Because it is difficult to demonstrate tangible returns on the resources expanded to plan, develop, implement, and operate CRM, the aim of our research is to measure the intangible attributes of these benefits, such as value enhancement, effectiveness, innovation, and service improvement. In this paper, we propose a customer-oriented evaluation model for evaluating the effectiveness of CRM and then illustrate the model through a case study.

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Section: Crm Effectiveness and Evaluationmentioning

confidence: 97%

“…• BSC evaluates customer satisfaction which is very important in e-business (Grembergen & Amelinckx, 2002). …”

Section: Crm Effectiveness and Evaluationmentioning

confidence: 99%

Section: Crm Effectiveness and Evaluationmentioning

confidence: 99%

See 1 more Smart Citation

A model for evaluating the effectiveness of CRM using the balanced scorecard

Kim

Suh²,

Hwang

2003

Journal of Interactive Marketing

247

119

View full text Add to dashboard Cite

show abstract

“…They measured and evaluated IS activities from the following perspectives: business value, user orientation, internal process, and future readiness. Grembergen and Amelinckx (2002) suggested that the BSC can be used to measure and manage e-business projects and proposed a generic e-business scorecard consisting of four perspectives: customer orientation, business contribution, operational excellence, and future orientation. Here, the customer orientation perspective represents the evaluation of the consumer and business clients of the website.…”

Section: Objectives Of the Studymentioning

confidence: 99%

The Effectiveness of Convention and Exhibition Websites A Transatlantic Comparison and Future Scenario

Myung¹,

Morrison

Taylor

2005

Tourism Recreation Research

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Meeting planners are now frequently using the Web as a resource for finding site information, while the Internet has also become increasingly important on the supply side of the convention and exhibition business as a marketing tool. Meeting planners are increasing their productivity by utilizing the Internet. However, the fast growth in the popularity of the Web has resulted in a fragmented approach to digital destination marketing, particularly in the convention and exhibition sector. The purpose of this study was to investigate the existing situation in digital destination marketing and identify the overall performance and effectiveness of convention and visitors bureau (CVB)/tourist board and convention/ exhibition (CE) centre Websites based on the modified Balanced Scorecard (BSC) approach. Even though leading destinations, such as the US and the UK strategize through internet marketing applications, findings showed that the websites of CVB and CE of both these countries had relative strengths and weaknesses. The CE centre and CVB/tourist board websites tend to be loosely integrated. Additionally, the websites provided by CVB/tourist board contains more information for visitors and may often contribute more to confusing rather than informing and educating meeting planners. Marketing implications for destination and convention/exhibition management is presented and a future scenario for convention/ exhibition marketing is discussed.

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“…The importance of the BSC is obvious based on the fact that about 60% of Fortune 1000 companies have implemented the BSC for measuring business performances, and that the BSC related research articles on social sciences online databases such as the Wilson Web have grown twice within the last five years. However, although the BSC has been applied to a large number of business areas, such as for monitoring business process [15], measuring and managing E-business projects [3], forming the foundation for the strategic management of information systems [14], monitoring the performance of an organization [4] etc, very few research, if not totally absent, has devoted to DD or governmental issues. As a matter of fact, models and methods for government strategic management had rarely been discussed before the BSC was brought up [10,17].…”

Section: Introductionmentioning

confidence: 99%

Measuring the Performance of Digital Divide Strategies: The Balanced Scorecard Approach

Wang

2005

Lecture Notes in Computer Science

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Abstract. Although the digital divide issues have attracted global attentions, literature surveys still show no significant progress towards evaluating effectiveness of the digital divide strategies and projects for bridging the gaps. The objective of this paper is to improve the performance measurement method for digital divide strategies by adapting the balanced scorecard approach. A structured framework is presented to integrate the balanced scorecard perspectives and digital divide dimensions for guiding the development of effective performance measurement indicators and an associated dictionary. Also provided are examples of using the indicators in some government agencies to demonstrate the flexibility and usefulness of the adapted balanced scorecard approach.

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Measuring and managing e-business projects through the balanced scorecard

Cited by 47 publications

References 5 publications

A model for evaluating the effectiveness of CRM using the balanced scorecard

A model for evaluating the effectiveness of CRM using the balanced scorecard

The Effectiveness of Convention and Exhibition Websites A Transatlantic Comparison and Future Scenario

Measuring the Performance of Digital Divide Strategies: The Balanced Scorecard Approach

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