以客户为中心的CRM体系结构  

CRM System Structure of Customer-oriented

作　　者：李兵[1] 薛劲松[1] 朱云龙[1] 王扶东[1] 

机构地区：[1]中国科学院沈阳自动化研究所二室,沈阳110016

出　　处：《计算机工程》2004年第10期158-159,162,共3页Computer Engineering

基　　金：国家自然科学基金资助项目(59990470);国家自然科学基金资助项目(70171043);国家"863"计划基金资助项目(2001AA414210)

摘　　要：客户关系管理系统(CRM)是提高企业核心竞争力的有力保障。但现有CRM产品存在某些缺陷，如不以客户为核心进行客户服务、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，基于事件驱动、工作流技术和ECA规则实现CRM系统体系结构的方法。该体系结构能够有效地解决目前CRM产品中的上述问题，为改善现有CRM产品的性能和开发性能更优的产品提供了一种新的手段。Customer relationship management system (CRM) is a powerful tool for improving the enterprise's kernel competition capability. But there are some shortcomings of the existing product. For example, customer service isn't done as the very core of the customer, customer service process automation isn't very flexible, and each unit of the system isn't very concerted, etc. The paper puts forward a kind of CRM system architecture on the basis of business process classified, event-driven and workflow-based and ECA rules. It can overcome effectively some shortcomings of existing CRM product. Therefore, it provides a new approach to improve existing CRM product and develop excellent performance product.

关 键 词：客户关系管理 工作流 ECA规则 体系结构 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]