集成协同模式的客户关系管理系统体系结构设计与应用

DESIGN AND APPLICATION OF CRM SYSTEM ARCHITECTURE BASED ON INTEGRATED COLLABORATED MODE

针对客户关系管理CRM系统在网络化、集成化等方面的需求,提出了一种五层B/S架构的、集成协同模式的CRM体系结构,对客户数据分析处理流程进行了设计,并提出了不改变原有应用系统底层架构的CRM集成协同模式,最后根据上述体系结构和相关技术为国内某一物流企业开发了物流客户关系管理系统,结果表明该系统在不改变原有应用系统底层架构的基础上实现了与相关应用系统的网络化集成,不仅可以有效地管理物流客户,而且对物流业务管理与决策支持都有很大的帮助。

An integrated collaborated mode based Customer Relationship Management （CRM） architecture with a five-layer B/S framework is proposed in order to satisfy the new requirements of CRM system network ,integration and customer information analysis. The data analysi process in CRM is designed. The integrated collaborated mode of CRM system with the original application system framework is proposed. An integrated collaborated CRM system for a.logistics enterprise is developed based on CRM architecture and the key techniques discussed above. The result shows that the CRM system can provide supports not only for logistics customer management but also for logistics operation management and decision process with the original application system framework.