ABSTRACT
Providers of Cloud services aim not only for a revenue maximizing allocation of their limited and inflexible capacity resources but also for the establishment of long-term business relations with their clients. Confronted with these partly diametric objectives of Revenue vs. Customer Relationship Management, the paper introduces a framework to holisticly integrate the information systems that are assigned to often separate departments and have to comply with increased requirements on information processing due to the desired incorporation of both management concepts. Promising aspects of the integrated information system to support the establishment and sustainment of a long-term profitable customer portfolio are then demonstrated. Finally, revenue potentials of a customer value-based booking control policy and said increase in customer equity are evaluated via multiperiodic simulation.
