IT-Risk, Compliance and Resilience

Customer Relationship Management systems are widespread in the industrial practice and monetary deciding reasons (for example CLV) are increasingly used for the control of the customer relations. Thus, an objectivation of the decision situation about investions in individual customer relationships is aspired. The orientation of the customer-relation control on a value-orientated business management, however, demands an optimization from an income- and risk perspective. Therefore it is necessary to include the dependancies amongst the risks within the customer portfolio. For this purpose, no adequate method exists so far, especially for companies with a big client base. It is the objective of this research project to close this gap.

Customer Relationship Management (CRM) is financially hardly realizable without the support of information technology (IT). In the e-commerce, it is possible to adapt the interaction with the customer individually as well as in an automated way and, for example, to submit an individualized product offer to a certain customer segment (by the means of Recommender systems, for example). CMS systems aim to identify profitable customer relationships, to establish, to develop and to strengthen them, if necessary. This is mostly motivated in a strategic orientation towards a value-orientated company management. Due to possible correlations among the customer (segments), this means that customer-individual risks are to be evaluated in the sense of a risk contribution in the portfolio context.

There are numerous methods for the evaluation of customers. In the recent years, the "Customer Lifetime Value (CLV)" is applied more and more in practice as a monetary evaluation process. This prospective allows an assignment on cause basis of expected cash flows which are discounted to a time and are carried with risk on the basis of the individual customer . This therefore permits the value proportion's identification of the investment in a customer relationship. In order to include the risks that come along with the customer relationships, different methods are available at the CLV evaluation. For an integrated evaluation of customer values and customer risks as well as for a value-orientated customer-relationship control, it seems promising to transfer a financial portfolio theory - like Markowitz' "Portfolio Selection Theory". However, obstacles which occur during the transfer trigger numerous adoptions. Thus, a recalculation of the value proportions for all customers would be necessary in order to achieve an integrated portfolio overall view after each customer interaction. Additionally, customer risks of different forms occur and it is still unclear how action recommendations and control measures which lead to an optimization of the customer portfolio can be derived for online traders.

The project's objective is to identify and evaluate the internal requirements to a value-orientated customer-relationship control on a process-, application-, and infrastructure level. In another project, the results are to serve as a basis for the development of a method for a value-orientated relationship control on customer portfolio level (RisP method).