摘要
由於領域的專業性，一個企業流程通常需要由不同的專業人員分工合作完成，因此需要一個可以容易整合異質系統的資訊平台來支援這個流程的運作。目前在這個網際網路盛行的時代，若上述系統的開發可以經由網際網路得到所需要的功能，就可以節省系統開發所需的資源。本研究主要是探討在網際網路上進行顧客關係管理功能的分享及使用，藉由網路服務的訊息交換機制來進行顧客的RFM分析以及群集分析。研究結果顯示，以開放原始碼的網路服務工具與SOAP訊息標準，是可以提供這樣的網路服務給使用者使用。未來在這樣的機制上，將可以更加充實顧客關係管理的內涵，將可以更加發揮網路服務的好處。
並列摘要
A business process usually requires different areas of expertise to work together, thus an information platform to easily integrate these heterogeneous systems and to support the process is necessary. In the era of internet, the development of this system can be done by obtaining the required functions from internet and then embed it in our own system. The efforts of development thus can be greatly reduced by this manner. The research purpose of this study is to design, share and use of customer relationship management capabilities, such as customer's RFM analysis and cluster analysis, by the web services technique. The results of this research show that the open source web service tools and SOAP standard can provide the CRM services to users by web. In the future, based on this mechanism, we can further enrich the functions of the customer relationship management and benefit the users via the web services.