摘要
为满足客户关系管理系统在网络化、集成化和客户信息分析等方面的新需求,提出了一种网络化集成客户关系管理体系结构,论述了该结构中支撑层、操作层、分析层和协同层的主要功能和作用,并对其关键技术进行了研究,提出比传统三层B/S结构性能和效率更好的五层 B/S架构,对其操作流程进行了分析;对基于数据仓库、数据挖掘和在线联机处理的客户关系管理数据分析处理流程进行了分析,提出了不改变原有应用系统底层架构的客户关系管理集成协同模式。最后,以摩托车销售服务流程为例,说明了客户关系管理系统的集成运行过程及上述技术的应用。
In order to satisfy new requirements of Customer Relationship Management （CRM） from network, integration and customer information analysis, the architecture of networked integrated CRM was proposed. The main functions of supporting layer, operation layer, analysis layer and collaboration layer in this architecture were discussed. Corresponding key technologies were studied. A five-layer B/S frame better than traditional three-layer B/S frame was presented and its operation process was analyzed. The data analysis and process based on data warehouse, data mining and Online Analytical Processing （OLAP） in CRM were analyzed. The integrated collaborative mode of CRM with the original application system frame was introduced. Finally, taking the sales and service process of motorcycle as example, the integrated operation process and the application of above-mentioned technologies were explained.
出处
《计算机集成制造系统》
EI
CSCD
北大核心
2005年第3期364-368,共5页
Computer Integrated Manufacturing Systems
基金
国家自然科学基金资助项目(70272043)
重庆市科技攻关项目(6901-38)~~
关键词
客户关系管理
体系结构
集成
网络化
customer relationship management
architecture
integration
networked
