Towards Efficient and Informative Omni-Channel Customer Relationship Management. - Matthias Carnein; Markus Heuchert; Leschek Homann; Heike Trautmann; Gottfried Vossen; Jörg Becker 001; Karsten Kraume (ER Workshops, 2017)

Towards an Omni-Channel Framework for SME Sales and Service in the B2B Telecommunications Industry. - Robert Heidekrüger; Markus Heuchert; Nico Clever; Jörg Becker 001 (MKWI, 2018)

An IS Perspective on Omni-Channel Management along the Customer Journey: Development of an Entity-Relationship-Model and a Linkage Concept. - Markus Heuchert; Benjamin Barann; Ann-Kristin Cordes; Jörg Becker 001 (MKWI, 2018)

Bpm2tpm: the Knowledge Transfer from Business Process to TouchPoint Management. - Markus Heuchert; Benjamin Barann (ECIS, 2019)

Conceptual Modeling Meets Customer Journey Mapping: Structuring a Tool for Service Innovation. - Markus Heuchert (CBI (1), 2019)

Smart Service Systems in Manufacturing: An Investigation of Theory and Practice. - Markus Heuchert; Yannick Verhoeven; Ann-Kristin Cordes; Jörg Becker 001 (HICSS, 2020)