Research On Collaborative Customer Relationship Management Software Model Based On SOA

This paper bases on the research and development of oriented e-commerce integrated supply chain management system, focuses on customer relationship management (CRM) system. With personalized and diversification of customer requirements, the traditional CRM system on the collaborative and the ability to cope with change slightly inadequate, how to make the system cope with above situation has become one of the hot topics of current CRM research. This paper adopts SOA technology thoroughly discusses the system architecture design, through collaborative mechanism realizing system on the synergy working process, using BPEL and ACME formalism description. Furthermore we adopt design patterns and contract nets model to optimize software model, so that improve the feasibility of software solutions. In addition, CRM provide a unified customer resources access interface for supply chain procurement, manufacturing, distribution, inventory, maintain customer information resources consistency, eliminating the "information island" phenomenon.The main goal of CRM is to realize the right balance betweenenterprise input and customer demands, thus the enterprise’s profit maximization. Firstly, this paper discussed the relevant technology of SOA, and given the CRM software architecture based on SOA. Then mainly discussed the negotiation model improvement plan and give the consultation process based on the model of contract nets. Finally give the solution of role-based access control and the conflict problem of concurrent access process.Then, we give the supply chain system structure, focusing on domain-specific analysis and design of CRM, and use UML modeling. In domain-specific analysis stage, we give the use case model and activity model of CRM and SPM. In domain-specific design phase, given object structure model, and three phases of class structure, finally the object behavior model and database was designed. Finally, we give the CRM software architecture and the component graph described by ACME. Then give the code realization of the key parts.the CRM frame based on SOA, negotiation model of carrying candidate and the consultation control method based on role that mentioned in this paper are used in the research of integrated supply chain management software, simultaneously in the article of all kinds of modeling methods and models framework also have the certain reference value.