Enabling Technologies for CRM Solutions
V Fumihiro, Maruyama V Toyoaki, Furusawa, Hajime Mikihara, V Ryo, Ochitani V Nobuhiro Yugami · Fujitsu Scientific and Technical Journal · 2004
This paper describes research and development activities for enabling technologies for Customer Relationship Management (CRM) solutions. CRM is a set of business practices for an enterprise to establish, maintain, and improve good relationships with its customers. Fujitsu provides a variety of solutions for CRM. First, we present Fujitsu’s vision of CRM and give an overview of our CRM activities from the viewpoints of products and solutions, middleware, and technology. Then, we describe technologies for automatic e-mail response (BroadChannel/Internet Contact) and the Intelligent Configurator (Interstage Configurator Recommendation), both of which are Fujitsu CRM products. Our CRM solutions are reinforced with advanced technologies such as natural language processing, combinatorial optimization, and machine learning.