CRM System Structure of Customer-oriented
Wang Fudong · Jisuanji gongcheng · 2004
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.