The QoS of web service for different service based on customer segments in CRM
Wei Du · 2004
Customer relationship management (CRM), along with ERP and SCM, is called three magic weapons of modern enterprises to enhance their competitions. It is not only a management idea, but also a new-style management and operational method system. Some concepts related to CRM are introduced, the importance of selection and differentiation of customers are analyzed, a newly academic architecture - sCRM based on Web service platform is put forward to provide different-level services for different customer segments, and finally comes the conclusion and further research on sCRM.