Study On The Customer Relationship Management System Based On Information Architecture

Along with the increasingly intense competition in market, customer relationship management has already been widely accepted by enterprises, while with the development of communications, databank and information technology, customer relationship management system has been applied in enterprises. But when the organizations are beginning to instituting such management, problems arise: explosion of customer information, incompatibility of department functions within the organization, island effect, and lack of communication about the customer information within and between departments or lack of communication between enterprises. The very solutions to these problems could be found in information Architecture theory.Information Architecture is insightful from the advancement of the theory to its successful network application. The focus of this essay is to apply the theory into the designing of customer relationship management system, to reorient of customer relationship management system on the basis of comprehensive information construction elements, to develop customer relationship management system in accordance with the life cycle of information Architecture, to construct a general model of customer relationship management system based on information analysis, and to propose effective system developing methods and effective evaluating principles. They are just some humble ideas, but creative as well.Another highlight in the essay is the full realization of"people"as the media of information exchange, emphasizing the importance of service consciousness in optimizing service procedures top-down from management to employees.Information-architecture customer relationship management system is a customer-centered platform, incorporating advanced network technology and data-processing technology and extending services from foreground to background. The essence is to reconstruct a customer-centered service process and to finally achieve a win-win situation for both enterprises and customers.