Title :
The QoS of Web service for different service based on customer segments in CRM
Author_Institution :
Coll. of Manage., Univ. of Shanghai of Sci. & Technol., China
Abstract :
Customer relationship management (CRM), along with ERP and SCM, is called three magic weapons of modern enterprises to enhance their competitions. It is not only a management idea, but also a new-style management and operational method system. Some concepts related to CRM are introduced, the importance of selection and differentiation of customers are analyzed, a newly academic architecture - sCRM based on Web service platform is put forward to provide different-level services for different customer segments, and finally comes the conclusion and further research on sCRM.
Keywords :
Internet; customer relationship management; enterprise resource planning; quality of service; supply chain management; ERP; QoS; SCM; Web service; academic architecture; customer relationship management; new-style management; operational method system; sCRM; Companies; Customer relationship management; Educational institutions; Enterprise resource planning; Forward contracts; Quality of service; Service oriented architecture; Technology management; Weapons; Web services;
Conference_Titel :
Computer Supported Cooperative Work in Design, 2004. Proceedings. The 8th International Conference on
Print_ISBN :
0-7803-7941-1
DOI :
10.1109/CACWD.2004.1349222
