Title :
Services-Oriented CRM System and Enabling Technologies for Insurance Enterprises
Author :
Huang Yongbin ; Wang Jianfeng
Author_Institution :
Bus. Sch., Zhejiang Wanli Univ., Ningbo
Abstract :
Based on the analysis of customer relationship management(CRM) and information management requirements for insurance enterprises, this paper puts forward a service-oriented CRM framework for insurance enterprises and analysis the composition of the system, which includes resource base layer, system supporting layer, function service layer, services integration layer, business process layer and application presentation layer. Based on above research, some enabling technologies for realizing the service-oriented CRM system for insurance enterprises are deeply studied, including CRM data analysis and process technologies based on data warehouse, service-oriented system integration technologies for CRM etc, and these realization technologies and approaches are provided.
Keywords :
Web services; customer relationship management; data analysis; data warehouses; insurance data processing; software architecture; CRM data analysis; application presentation layer; business process layer; customer relationship management; data warehouse; function service layer; information management requirement; insurance enterprise; resource base layer; service integration layer; service-oriented CRM system; service-oriented architecture; service-oriented system integration technology; system supporting layer; Customer relationship management; Customer service; Data mining; Industrial relations; Information analysis; Information management; Insurance; Marketing and sales; Partial response channels; Resource management; Customer Relationship Management; Data Processing; Insurance Enterprise; Service-oriented Architecture; System Integration;
Conference_Titel :
Knowledge Discovery and Data Mining, 2009. WKDD 2009. Second International Workshop on
Conference_Location :
Moscow
Print_ISBN :
978-0-7695-3543-2
DOI :
10.1109/WKDD.2009.60
