Title: Design and implementing a web-based customer relationship management prototyping system

Authors: Ruey-Shun Chen, Ming-Hsien Chen, C.C. Chang, Shih-Hung Hsu

Addresses: Institute of Information Management, National Chiao Tung University, 1001 Ta Hsueh Road, Hsinchu, Taiwan, Republic of China. Institute of Information Management, National Chiao Tung University, 1001 Ta Hsueh Road, Hsinchu, Taiwan, Republic of China. Institute of Information Management, National Chiao Tung University, 1001 Ta Hsueh Road, Hsinchu, Taiwan, Republic of China. Institute of Information Management, National Chiao Tung University, 1001 Ta Hsueh Road, Hsinchu, Taiwan, Republic of China

Abstract: Due to the effect of maturity and rapid evolution of information technology (IT), global business raises much greater competition then ever. As researches aim at the cost phase in which systems such as enterprise resource planning (ERP) and supply chain management (SCM) are now reaching their maturity, enterprises now turn to revenue related researches. Among them, customer relationship management (CRM) draws the most attention. In the heavily competitive business environment, enterprises walk from mass production and mass marketing to one-to-one marketing environment. CRM thus aims at that very topic and makes enterprises to put their customer at the top of their consideration lists. In this paper, the flexibility of the script language and web-based architecture is used to build a simplified CRM prototyping framework. Thus small- or medium-sized- enterprises (SMEs) can adapt their needed functions using this framework after realising CRM. The result of this research can help enterprises to understand the essence and content of CRM system. It can build an economical and effective CRM prototyping system for SMEs. The developed CRM prototyping system can be applied widely among networking, service, hi-tech, manufacturing, sales and distribution businesses.

Keywords: customer relationship management; web-based; SMEs.

DOI: 10.1504/IJCAT.2002.000304

International Journal of Computer Applications in Technology, 2002 Vol.15 No.6, pp.297-305

Published online: 16 Jul 2003 *

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