工作流管理系统与CRM系统的集成应用

Workflow Management System Integrated in Customer Relationship Management

工作流管理系统与 CRM(客户关系管理 )系统的集成应用将会提升客户满意度和企业信息化总体应用水平。本文介绍了工作流管理系统 (WFMS)概况及作者基于COM/ DCOM组件技术开发的工作流管理系统 IFlow,重点介绍了将工作流技术与移动通信公司客户服务系统进行集成应用的一个原型。

The integration of Workflow Management System (WFMS) in Customer Relationship Management (CRM) helpsimproving the customers' satisfaction level.This paper makes a survey on WFMS and then introduces Iflow, a WFMS developedby the authors based on COM/DCOM, focusing on the prototype of Customer Service System for a Mobile Phone Communication Company with workflow technology.