Web-Service-Oriented Customer Relationship Management System Evolution

Abstract

Customer relationship management (CRM) systems are designed to help managing customers and building fixed relations with customers by quick response and efficient services. The motive of reengineer CRM towards Web services is to improve the flexibility and its efficiency of CRM system in the dynamic changes of market economics (Davids, 1999). In this paper, we concentrate on the stage of utilising business rules to extract services from specific CRM components. The proposed approach presents a model that aims to transform functionalities of legacy system into Web services. This task will help the evolution of CRM systems within the changing business environment