In recent years, owing to the network, the information science and technology, and the telecommunications industry¡¦s popularization, make the interaction between the enterprise and customer more frequent. The more rigid marketing to customer, the higher quality of product and service can be applied to the customer request. How to dig the high profit rate customer in the general customer group, and maintain good the interaction relationship among the customers, and detain the customers who already has, then becomes a key factor to adopt the Customer Relationship Management (CRM).
In this research, we find that most CRM literature focused on the case study, or adopted the key factor discussion and the theory of CRM elaboration. The main purpose of our research is to define and develop an Architecture-Oriented Customer Relationship Management Model (AOCRMM). This model provides the information and the way of construction of CRM, so the entire construction of CRM can be easily understood. In this model, the sufficient defines structure element, service of structure element, and behavior. By unifying structure viewpoints, behavior viewpoints, and resources viewpoints, we then construct the structure behavior coalescence for a CRM system.
We conclude that AOCRMM, being an integration model, enables enterprise organization, IT system, internal business processes, etc. to be a single interface to customers. Also AOCRMM makes the organization behavior be presented easily the resources be used effortlessly, and have a good communication effect of organization and external environment.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0114108-095717 |
| Date | 14 January 2008 |
| Creators | Chi-Tse, Lu |
| Contributors | Royal Lee, E-Ren Chuang, William S. Chao |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0114108-095717 |
| Rights | unrestricted, Copyright information available at source archive |
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