【摘要】 客户关系管理系统()是提高企业核心竞争力的有力武器,但现有产品存在一定的缺陷。文章提出一种以业务过程分类为基础的,并采用事件驱动的、基于扩展ECA规则的方法实现的CRM系统体系结构。该体系结构能够有效地解决目前CRM产品中存在的一些问题,为改善现有CRM产品的性能和开发新产品提供了一种新的途径。更多还原

【Abstract】 Customer Relationship Management system(CRM)is a powerful tool for improving the enterprise’s kernel competition capability.But there are some shortcomings in the existing product.This paper puts forward a kind of CRM system structure on the basis of business process classified,event-driven and extended ECA rule.The CRM system can overcome effectively some shortcomings of existing CRM product,and provides a new approach to improve existing CRM product and develop more excellent performance product.更多还原