基于规则的客户关系管理系统建模方法

客户关系管理系统(CRM)是提高企业核心竞争力的有力武器。以工作流和过程建模技术为基础,研究CRM系统的建模,是CRM系统的建立和顺畅运行的关键。因此,将动态过程建模的思想引入CRM系统的建模过程中,按照逐层分解的建模方式来简化系统的复杂性,并采用事件驱动的、基于扩展业务规则的方法进行CRM系统的过程建模和系统性能评价,是针对CRM系统进行建模的有效手段。通过以上方法,可以建立出全面支持CRM系统运行、监控、仿真和性能评价的过程模型。根据该方法建立的CRM系统的模型经过仿真实验和企业实际应用,证明具有良好的应用效果。

A rule based modeling method on CRM system

Customer relationship management system (CRM) is a powerful tool for improving the enterprise's kernel competition capability. The key to building and running the CRM system is to study the modeling of the CRM system on the basis of workflow and process modeling. Therefore, aiming at modeling on CRM system, it is an effective way to import the dynamic process modeling idea in course of CRM system modeling, simplify the system complexity by hierarchy modeling pattern and make process modeling and performance estimating on CRM system with the event driven and rule based approach. On the basis of above mentioned methods, we can establish a process model that can fully support running, monitoring, simulating and performance estimating of the CRM system. The results demonstrated a good effectiveness.