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《Modular Machine Tool & Automatic Manufacturing Technique》 2006-05
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Generalized Customer Relationship Management System Based on MAS

ZHANG Yan-liang,LI Ya-dong(School of Management,Tianjin University,Tianjin 300072,China)  
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 MAS 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.
【Fund】: 国家自然科学基金资助项目(703772062)
【CateGory Index】: TP319
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