Evaluation Studies, Based On Xml Crm And Customer Satisfaction

The reason why enterprises attach much importance to CRM is attention enterprises pay to turns from improving internal efficiency to respecting external customer. With the progress of information technology, great changes break through in realization skill of CRM, application of data exchange with XML standard used in the fields of CRM is the representation.In this paper, research actualities of CRM and intention and meaning of the task are described at first. The structure and function of each module in system of CRM are analyzed. Concept of XML and it's relative standards are recommended. Act as an extensible markup language, XML is applicable to different applications due to it's capability of self-describe. Such kind of data exchange isn't based on the premise of definition of a group of data structure beforehand. Data exchange in Internet is set free from the frame of EDI. Module of CRM using XML standard is presented. Theory of data exchange and transact using XML DTD between different partners is analyzed. At last, realization method of CRM using XML standard is presented.Concept of evaluating service quality by using customer satisfaction degree is mentioned and a customer satisfaction measurement system is introduced in this article. Emphasis is placed on the comprehensive evaluation subsystem and the application of multi-hierarchy fuzzy comprehensive evaluation and it's arithmetic.Research of such task points out the further development of CRM and will give guidance to the practice of development of CRM system.