The Research Of Electric Power Enterprise CRM System Based On BPM In Power Market Environment

In the days of market economy, with the development of computer technology and the hotter and hotter competition among enterprises, the Costumer Relationship Management (CRM) system of electric power enterprise turns more and more important. CRM is the important information resource of enterprise. All of business activity of enterprise has the relationship with CRM. But the former CRM of electric power enterprise has a lot of deficiencies. To overcome these shortcomings, the paper introduces advanced business process management (BPM) ideas and technology into CRM of electric power enterprise and expounds the electric power enterprise CRM system in detail.First, the paper entirely analyses CRM system, and points out problems of the newly CRM. In allusion to these problems, the paper introduces business process ideas and technology and presents BPM to improve the electric power enterprise CRM.Secondly, the paper discusses the main contents of electric power CRM. The model of electric power CRM based on BPM is presented after a detailed statement of business process and BPM system. Enterprise Application Integration (EAI) based on Web Services is brought forward which combines the electric power enterprise CRM with other systems.Lastly, the paper discusses database business intelligence (BI) technology, viz. data warehouse technology, OLAP, data mining technology. At last, the model of electric power CRM based on BI is presented combined with these technologies.