关键词: 客户关系管理, 体系结构, 集成, 网络化

Abstract: 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.

Key words: customer relationship management, architecture, integration, networked