摘要： 在客户关系管理(CRM)系统中引入Web服务的概念，提出一个基于Web服务的客户关系管理系统的框架，有效解决传统CRM系统异构兼容性不足、服务器负担重等问题，以一个实例阐述基于Web服务的客户关系管理系统的运作方式。总结基于Web服务的客户关系管理系统相对于传统CRM系统的特点。

关键词: Web服务, 服务发现, 服务组合, 客户关系管理系统, 服务代理引擎

Abstract: This paper introduces the concepts of Web Service(WS) into Customer Relationship Management(CRM) system and puts forward a framework of CRM system based on WS, which effectively resolves insufficient heterogeneous compatibility and heavy workload on the server in the traditional CRM system. It elaborates on the working process of CRM system based on WS with a specific example. It summarizes the CRM system based on WS’ characteristics compared with the traditional CRM system.

Key words: Web Service(WS), service discovery, service composition, Customer Relationship Management(CRM) system, service agent engine

中图分类号: 

• TP311.5