An Object-Oriented Analysis Method for Customer Relationship Management Information Systems

Jyh-Jong Lin ； Ming-hang Lee

《Electronic Commerce Studies》 2卷1期 (2004/03) Pp. 75-93

並列摘要

For the advances of Internet technologies in recent years, Electronic Commerce (EC) has gained many attentions as a major theme for enterprises to keep their competitiveness. Amongst all possibly desired endeavors for the EC, research has shown that effective management of customer relationships is a major source for keeping competitive differentiation. Therefore, it is commonly recognized as an important goal for an enterprise to promote its management of customer relationships through a prospect information system on the Internet to achieve the so-called Business-to-Customer EC. In this paper, we propose an object-oriented analysis method for the development of such a Customer Relationship Management Information System (CRMIS). The approach starts from the identification of prospect customers and their desired behaviors under preferable execution environments, and ends with the specification of system-internal objects/entities that collaborate to satisfy these behaviors and environments. The method is a use case driven approach with UML utilized and extended as its tool. To illustrate, the method is applied to an exemplified CRMIS for house agency.

並列關鍵字

electronic commerce ； customer relationship management ； information system ； object-oriented analysis ； method

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