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Based on SOA customer relationship management system

Author: YeWei
Tutor: DaiKaiYu；LiSongNian
School: Fudan University
Course: Software Engineering
Keywords: CRM SOA Web Service System Design
CLC: TP311.52
Type: Master's thesis
Year: 2010
Downloads: 56
Quote: 0
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Abstract


Under the pressure of global market competition and diverse customer needs, enterprise business model has change from product-centric to customer-centric. In the environment, Customer relationship management (CRM) is not only a management software system, but also an advanced management concept, and a business strategy to improve its core competitiveness. At present, many companies, especially those manufacturing enterprises with distributed product development, have an urgent need to CRM. However, CRM systems in the current market are limited for customer scope, which is developed based a product lifecycle stage, such as business partners-oriented CRM system, sale &service-oriented CRM system and so on. Service-oriented architecture, simply named SOA, is a loosely coupled, cross-platform and distributed architecture. It provides a solution to solve software reuse, extend and improve software development efficiency in the distributed environment.The paper analyzed the feature of manufacturing enterprise management software applications, and discussed the use of SOA in CRM system. Specially, the paper studied the development of SOA-based CRM system. Concretely, the paper discussed:1. The paper introduced the background and significance of the research topics, analyzed the research status of CRM and SOA, proposed the study content of the paper, ensured CRM system based on SOA development, and discussed the architecture principles of SOA and CRM.2. The paper analyzed requirements of CRM system, decided the function rule of the system, analyzed the core functions and core business processes in the CRM system, and designed the CRM system outline framework.3. Based the above analysis, the paper ensured the development rules. The system detail design is researched, including the design of system web service model, the design of web service interface and the design of system basic services. And as an example, quick quote subsystem is designed in detail by using modular design method.Finally the paper summarized and out looked the CRM system based SOA. Company can provide services with various components by the way of Web services when SOA is used in the distributed CRM system. It not only solves customer access CRM system problem in the heterogeneous environment, but improves the information exchange efficiency between company and customers. And it realizes the whole customer lifecycle management, which enhances the core competitiveness of enterprise products.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Software Engineering > Software Development
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