Oriented Crm Enterprise Knowledge Management Framework And Its Share

Today, society is full of competence. Because of the development and enlargement of market, more and more defects appear in the traditional artificial or departmental information management, such as high storage, unassured supply and so on. Therefore the traditional management mode is difficult to adapt to the requirement of enterprise. Additionally, it restricts the development of enterprise extremely. So Customer Relationship Management was put forward as an advanced management idea in 1990's. In the succedent ten years, CRM is accepted step by step because of its rational management methods and high efficiency. At the same time, CRM began to be extended and applied in the worldwide area.However, with the application of CRM system in enterprise, enterprise database accumulates more and more customer data. How to transform these data to information that is useful to enterprise and is shared among enterprises becomes a bottleneck. Therefore, the writer works over the enterprise knowledge management in CRM from enterprise interior and exterior. In this paper, a new framework of knowledge management is put forward on the basis of traditional enterprise information architecture, namely a knowledge management model in enterprise interior based on Intranet and a knowledge share model in virtual enterprise based on Internet.Data warehouse and data analysis technology are used in the knowledge management model in enterprise interior based on Intranet. Data warehouse is a new type of database, which can deal with raw data to get some useful information. In data warehouse people can analysis that information to do strategic decision. In this paper, the basic of data warehouse is introduced, and then the writer does a deep research on data warehouse, such as architecture, technology, design and so on. At the end of this part, the writer designs a framework of knowledge management based on data warehouse in CRM. Ontology is used in the knowledge share model in enterprise exterior based on Internet. Ontology defines a common vocabulary for researchers who need to share information in a domain. On the basis of ontology, we can share common understanding of the structure of information among people or software agents. In this paper the writer put forward a framework of enterprise ontology based on the commonness of enterprise and designs aframework of knowledge share in domain knowledge.