A Service-Oriented CRM For SMEs Based on the Enterprise Level Customer

A traditional CRM stores all information about its customers in a database and uses this data to coordinate sales, marketing, and customer service. Obviously, this exclusive data is not enough and has less credibility for today´s business transactions. As the internet grows very fast, we can obtain more information from the internet. In this paper, we propose a novel scheme that enables the exclusive data of the small and medium enterprises (SMEs) and the internet data to be seamlessly integrated in our CRM. We formulate three dimensions for our customer which will be described in details. It is worth mentioning that the customer here is on enterprise level, which means that one customer stands for one company. Using this scheme and SaaS model, we make the prototype of the new CRM, and we take 1,000 customers which are the real data to this experiment. The results show that the novel CRM provides us much important information from the internet and it reduces much time for the investigation of the customer.