Agent-based CRM System Research
Bing Li, E Cims · Computer Integrated Manufacturing Systems · 2004
Customer Relationship Management System (CRM) is a powerful for improving the enterprise's kernel competition capability. But there are some shortcomings of the existing CRM product. For example, customer service process's automation isn't very flexible, and each units of the system isn't very concerted, etc. Therefore, a kind of CRM system structure is put forward based on the classified business process, the agent and the workflow technique. It can overcome effectively some shortcomings of existing CRM product. So, it provides a new approach to improve existing CRM product and develop more excellent performance product.