Process-Oriented CRM Enabled by Component-Based Workflow Technology
نویسنده
چکیده
To remain competitive, companies are starting to organise their work around customercentered business processes that cross functional and organisational boundaries. Customer-relationship management is becoming more important than ever before. This paper proposes a new type of process-oriented CRM system suitable for Small-to-Medium Enterprises (SMEs) seeking to integrate a large number of service providers and services and create an added value for their customers. Process-support is enabled by componentbased workflow technology. Design of this system is based on a flexible model of declarative business processes that is also briefly described in the paper. To illustrate the importance of the proposed type of CRM support, the paper uses an example of an Australian service-oriented SME .
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تاریخ انتشار 2005