| Many enterprises in manufacturing industry currently begin to plan andimplement the strategy of the Product Lifecycle Management (PLM). In this context,supported by the Key Technologies R&D Program of Zhejiang Province, China (No.2003C11004), (No. 2004C11012) and the National High-Tech R&D Program forCIMS, China (No. 2005AA415280), the basic theories, methods, some keytechnologies and system of the Customer Relationship Management (CRM) in thePLM context are researched systematically and deeply in this dissertation to solvesome new problems and difficulties encountered during the development andimplementation of the customer relationship management system in the PLM solution.And combined with the informatization project of a textile machinery group theresearch achievements are put into practice. The main study of this dissertation is asfollows:In chapter 1, the research background is introduced. The relationship between thePLM and customer relationship management is analyzed, the current researchsituation about the PLM, the basic and extended theories of the CRM and theapplication are reviewed. The purpose and importance of the research is alsodiscussed, finally the main content and structure of the dissertation are presented.In chapter 2, the basic theories and architecture of the Customer RelationshipManagement in PLM Context (CRMIPC) are discussed. Firstly the traditional CRMconcept and its classification are analyzed, based on these analyses and combinedwith the PLM ideas the conception of the CRMIPC is presented and some charactersare studied. The research goal and the architecture of the CRMIPC are built.In chapter 3, the requirement of information integration between the systems isanalyzed from the view of supporting the enterprise to implement PLM. And theinformation integration models and context between the CRM system and othersystems and tools in PLM solution are systematically and deeply researched. Thebusiness integration model between the CRMIPC and other systems is also presented.In chapter 4, the technologies which help to share and use the product knowledgeof the CRMIPC in every phase of the PLM are discussed. Firstly the dissertationanalyzes the requirement of the knowledge integration between the CRMIPC andother systems. Then the process to realize the knowledge integration is presented.Discovery methods and technologies of three kinds of product knowledge in CRMIPC are explained in detail. Finally, the product knowledge classification in CRM system,knowledge representation and integration methods, and the technologies to realizeactive knowledge delivery and share are also discussed.In chapter 5, the customization requirements of the CRM in the PLM solution areanalyzed firstly. Then the essential idea and conception of the Rapid and CustomizedSoftware Development (RCSD) pattern is introduced. According to the differentdegree of influence of the customer requirement on software development activities,the patterns of RCSD are classified five types. The integrated product and processmodel of the RCSD-oriented is presented, and a kind of preliminary mathematicalexpression of RCSD is established. The rapid and customized development case ofthe CRMIPC system based on the integrated product and process model isdemonstrated.In chapter 6, the development and application of the CRM system in PLMcontext are discussed. Firstly the main functions of the CRM sytem in PLM contextare analyzed. Then the development methods and technologies of the system areintroduced, and the system architecture is designed. Finally the demonstrationenterprise's requirements to implement the CRM system in PLM context areintroduced, and an example to use the CRMIPC system in demonstration enterprise isillustrated to testify the validity and the practicability of the research achievements inthis dissertation.In chapter 7, all achievements and innovations of this dissertation are summarizedand the future research direction is put forward.
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