客户关系管理信息系统的平台架构研究

A Framework for the Web Service based on CRM Systems

提出基于Web服务的客户关系管理系统平台架构,以期解决目前基于浏览器/服务器模式(B/S)和客户机/服务器模式(C/S)结合的系统平台的若干问题,从系统论的角度分析了客户关系管理系统的特征,讨论了基于B/S和C/S的客户关系管理系统平台的工作原理,并针对其存在的问题,结合Web服务的思想和XML技术,勾画了一个基于Web服务的客户关系管理系统平台。

Recently, more and more efforts are directing to the research of B/S and C/S based customer relationship management (CRM) systems. In this paper,we propose a framework of the Web service based CRM system by integrating the xtensible markuplanguage (XML) and HTTP technologies. We conduct a systematic research on the features of CRM systems. We review the principles of the B/S and C/S based CRM systems. Based on the limitations of existing works, we propose a framework for the Web service based CRM systems with the XML technology.