Research And Implementation Of Key Technologies Of CRM In Web2.0

CRM is a new management mechanism which is aimed to improve the relationship between enterprises and customers. It is applied in marketing, sale, service, technology support and such areas that is relevant with the customers. CRM is aimed to attract and keep more customers by providing more rapid and thoughtful service, and on the other hand to reduce the cost of enterprises by managing the business process. But with the coming of Web 2.0, traditional CRM could be no longer suitable for the enterprises. So research of CRM which is suitable for Web 2.0 business pattern would be helpful to implement customer service management under the environment of interactive business environment.This paper compares the features of business in Web 1.0 and Web 2.0, analyzes the improvement should be made of CRM system in Web 2.0 and gives a whole Web 2.0 CRM system architect. Then analyses in detail against the subsystems of customer service function(customer management, service management, sale management and market management). To get a better analysis of features of user behavior, this architect contains relevant functions of customer value analysis and function subsystem according to the client side.Against the CRM system reference architect, this paper designs and implements a prototype system. The architect of this prototype uses the main framework and design patterns of Web application, and uses rich client technology to rich terminal users'experiences.The development of this paper's Web 2.0 CRM prototype system focuses on the customer life cycle management and online customer service and focuses on the design of the Web 2.0 CRM system architect. From the effect of this initial prototype system, this architect would improve the terminal users'experiences to Web 2.0 business.Finally, this paper explores the research and improvement of CRM system architect in Web 2.0.