基于Agent的客户关系管理系统开发研究

Agent-based CRM System Research

客户关系管理系统是提高企业核心竞争力的有力武器,但现有客户关系管理产品存在某些缺陷,如客户服务过程自动化缺乏柔性,以及系统各功能模块协同能力较差等。针对上述问题,提出了以业务过程分类为基础的、基于Agent和工作流技术的客户关系管理系统的方法。该方法能有效地解决目前客户关系管理产品中存在的这些问题,为改善现有客户关系管理产品提供一种新的手段。

Customer Relationship Management System (CRM) is a powerful for improving the enterprise's kernel competition capability. But there are some shortcomings of the existing CRM product. For example, customer service process's automation isn't very flexible, and each units of the system isn't very concerted, etc. Therefore, a kind of CRM system structure is put forward based on the classified business process, the agent and the workflow technique. It can overcome effectively some shortcomings of existing CRM product. So, it provides a new approach to improve existing CRM product and develop more excellent performance product.