网格计算环境下企业的ASP-CRM模式研究

摘要

客户关系管理(Customer Relationship Management-CRM)已成为企业获得竞争优势的重要手段。但传统的客户关系管理系统投资大、周期长、投资风险高，企业、尤其是中小企业难以承受。应用服务供应商(Application Service Proyider-ASP)模式通过建立公共的IT服务平台，以租赁的方式为用户提供软件平台的服务，能够有效免除企业的资金和技术困扰。但是ASP模式存在的不足与缺陷却制约着它的发展。网格计算技术能充分利用网络中的各种资源，实现强大的数据处理功能。在研究现有企业ASP运作模式和商业模式的基础上，给出网格计算环境下的企业ASP模式，并构建了新模式的运营模型。将CRM、ASP和网格计算结合起来，提出网格计算环境下企业ASP-CRM模式的体系结构和服务模型，并分析了该模式的特点。%CRM (Customer Relationship Management) has also become an important method for enterprises to hence their competition. But traditional CRM model needs large investment, long period and lager investment risk, which enterprises, especially the small and medium sized enterprises can not bear. ASP (Application Service Provider) mode provides consumers software platform by renting to them the public IT service platform, which it has set up. ASP mode relieves funding and technical stress of the enterprises, but its defect also hinders its development. Grid computing can make use of the most of resources on Internet and has a great power of data processing. We give an ASP mode of enterprise in grid computing environment and construct a business model on the base of analysis of the current ASP mode. We present the architecture and service model of the ASP-CRM mode of enterprise combined CRM and ASP with grid computing, and analyze the feature of the mode.