Complementarity of Informational and Transactional IT systems in Generating IT-based Business Value

Abstract

Different IT asset classes generate business value consistent with the strategic goal of that asset class. While transactional IT systems contribute to process efficiencies, informational IT systems generate insights and contribute to informational benefits. We argue that the complementary interactions between these two classes of system make up a new system which is capable of generating firm-level business value. The new system supports effectiveness and efficiency as well as informed and intelligent processes. We use systems theory to conceptualise the complementary interactions and synergy between Business Analytics (BA) systems and Customer Relationship Management (CRM) systems as two e..