面向纺机行业的可重构客户关系管理系统  

Reconfigurative customer relationship management system for textile machinery industry

作　　者：暴志刚[1] 顾新建[1] 徐河杭[1] 苏均生[1] 

机构地区：[1]浙江大学现代制造工程研究所,浙江杭州310027

出　　处：《纺织学报》2006年第12期117-120,共4页Journal of Textile Research

基　　金：国家863计划项目(2003AA414310);国家自然科学基金项目(70271013)

摘　　要：分析了当前纺织机械行业客户资源管理分散的特点,提出行业企业对客户关系管理系统(CRM)的迫切需求,并针对当前CRM系统可定制性和可重构性差的问题,建立了基于WAF框架的B/S模式和4层体系结构,在分析CRM系统组件划分的基础上,采用java语言完成了组件的实现和最终可定制的信息系统的开发,满足了企业个性化需求和业务流程动态重组的需要,可以快速搭建不同企业的客户关系管理系统,并在企业中投入应用。Dispersal is the character of customer resource management of the textile machinery sector and the customer relationship management （CRM） system is badly in need in enterprises of the sector. Owing to the fact that customization and reconfiguration of CRM system are feasible, we have developed an information system based on B/S mode and four-tier architecture in the light of web application framework （WAF）using java after analyzing the detachable components used in CRM system, thereby realizing the customization and reconfiguration of CRM. It can satisfy different requirements of individual enterprise and dynamic recombination of operation flows, and fast establish CRM links with other enterprises. The information system has been put into operation in enterprises and proven effective.

关 键 词：客户关系管理 体系结构 组件 可定制性 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]