摘要
客户关系管理系统是提高企业核心竞争力的有力武器,但由于现有的这些客户关系管理产品普遍存在客户服务流程柔性差、与其他关系信息系统协同能力差等缺陷。针对上述问题,提出了广义客户关系管理的管理思想,并以多代理系统(Multi-Agent System,MAS)和工作流技术为支撑设计了广义客户关系管理系统,该系统充分发挥了MAS并行性、异步性以及自适应性的特点,为增强整个CRM系统的自治性、交互性、改善CRM系统的性能和开发新一代CRM产品开辟了新的理论方向。
Customer Relationship Management System （CRM） is powerful for improving the enterprise＇ s kernel competition capability. But there are some shortcomings of the existing CRM product. For example, customer service flow isn＇t flexible, and the system doesn＇ t cooperate with other relationship information system very well, etc. Therefore, management idea of Generalized CRM （GCRM） is put forward, and a kind of GCRM system is designed based on MAS （Multi-Agent system） and the workflow technique. It makes full use of the advantages of M AS technique, including parallel, asynchronous and adaptability. A new theoretical direction is opened up in order to enhance the autonomy and interaction of CRM system, improve existing CRM system and develop more excellent performance new product.
出处
《组合机床与自动化加工技术》
2006年第5期11-14,共4页
Modular Machine Tool & Automatic Manufacturing Technique
基金
国家自然科学基金资助项目(703772062)
关键词
广义客户管理管理
MAS
协商
generalized customer relationship management （GCRM）, MAS
bargaining
