1、 i26i Web Z1“5 “d y 1 dB2jT1u1(1. v9 S“ q L i Z 200433 2. Z g I k I k i Z 200235)K 1 Z1“5 (CRM)“d Web Q4B Web Z1“5 “d Or %.d CRM“dsY a 5B L Web Z1“5 “dTZ Tb9 Web Z1“5 “dM.d CRM“d+b 1oM Web ?C F Z1“5 “d c Customer Relationship Management System Based on Web Service XU Jian-lin1, LU Yi-ying2, WU Yi-ji
2、an1, ZHAO Wen-yun1(1. Software Engineering Lab, Department of Computer Science and Engineering, Fudan University, Shanghai 200433; 2. Social Examination Office, Shanghai Municipal Educational Examinations Authority, Shanghai 200235) AbstractThis paper introduces the concepts of Web Service(WS) into
3、Customer Relationship Management(CRM) system and puts forward a framework of CRM system based on WS, which effectively resolves insufficient heterogeneous compatibility and heavy workload on the server in the traditional CRM system. It elaborates on the working process of CRM system based on WS with
4、 a specific example. It summarizes the CRM system based on WS characteristics compared with the traditional CRM system. Key wordsWeb Service(WS); service discovery; service composition; Customer Relationship Management(CRM) system; service agent engine 9 Computer Engineering 35 19 Vol.35 No.19 2009
5、M 10October 2009 q/ o cI| 1000i3428(2009)19i0026i04 DS M A ms | TP311.51 “9 P # r5 c! s/BKDZ T ?z) r f b 4 Web Z1“5 “d LC 3 O .NET/ Web Z1“5 “d LCb “d Web a Web Agent Fb Web CRM “d rY t1 1oBt 1 v V B h 4 b 5 L B q Z “dTZ TbL ! Z q qC 5 Z1 q b .d CRM “d/“d = P ZB ? CRM “dyN ZBYV E-mail Z T “ YV CRM“d
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7、 LsB ? V | dZLyNV r4 Z i CRM “d7b7 O O !9 ?v i? V Z H |71 b L= Web CRM “d / (1) ? CRM “d tr Hb getServicePerson ? 3 r f * c| getServicePerson 4 H 3! 4BKD 9 b (3) ? yZL) M f b T“d W ProductService B? 3M * 1 ProductService V b 1T1 o V 1 .d CRM “d FZL9F “db 6 Web O CRM “d % B 7 S4+.d CRM “dE %5b1.d CRM
8、 “d Web CRM “d /+ (1)4 “dsY b V s“dMZ T Tb CRM “d Web V7? ( C+, C#, Java ) 7? V T“d b H V YV: b (2)4 “db“ds T Z T Web V “ Vvv4“di?) ? V74 “d .d CRM “d B5b (3)“dZLb CRM “d ?$ Web 1 ?1M Web # WSDL b H CRM “d b o 1 1M ZL “db (4) b Web 8 o# ) s ?iYV WSDL 4dB gyN1 LC% #b T Web CRM “dSBs l 4 b ID 1 . Web
9、Services / LC M. : S, 2003. 2 , . Web / 8 J. , 2006, 20(6): 127-130. 3 Andrews T, Cubera F, Dholakkia H, et al. Business Process Execution Language for Web Services Version1.1EB/OL. (2003- 05-05). http:/ tion/ws2bpel/. 4 P . . y r CRM( Z1“5 )“d EB/OL. (2001- 01-19). http:/www.emkt. 5 , Z . Sawin“ds3 : CRM q“d?s EB/OL. (2005-07-13). http:/ I
