CRM(Customer Relationship Management,客户关系管理)是一种基于Internet 的应用系统，是企业“以产品为中心模式”向“以客户为中心模式”转移的必然结果。通过对企业业务流程的重组来整合用户信息资源,以更有效的方法来管理客户关系,在企业内部实现信息和资源的共享，为客户提供更经济、快捷、周到的产品和服务，保持和吸引更多的客户。该系统通过对客户信息和营销信息进行智能分析，从而发展潜在客户和新的市场。目前绝大部分CRM系统都是CS结构的，而且并没有完全与电子商务和呼叫中心相结合,这样大大限制了CRM 的功能。同时通过构建UML模型和使用XML技术，使得该系统可以在多平台应用。%The CRM (Customer Relationship Management) is an applied system for according to Internet, and is inevitable outcome which the center mode change from product to customer. It manage customer in more valid way through integrating enterprise business the process and realizes in the business enterprise inner part information is with the sharing of resources, provide for customer more economic, fast, thoughtful product and serve, keep with draw on more customers. That system analyzed customer's information and business information in order to find new customer and market for more and more benefited.A lot of CRMs have no complete combine together with cal center and electronic business, and it limited the CRM function largely. By constructing UML models and use of XML technology, Make the system to facilitate the multi-platform applications.
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