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Analytical customer relationship management system architecture

Yanka Aleksandrova ()

in Monographic library "Knowledge and business" Varna from Publishing house "Knowledge and business" Varna

Abstract: The subject of this study is the analytical processes related to customer relationship management. The main objective is to develop an analytical CRM system architecture that is based on modern analytical models and methods while enabling the building of adaptive and open systems. In order to achieve the objective set, the following research tasks have been solved: 1. Defining the requirements for analytical CRM systems, their scope and location in the integrated CRM system. 2. Research and analysis of current trends in design, implementation, applied technologies and methodical basis of analytical CRM systems and proposing a system of criteria for evaluating different options for building analytical CRM systems. 3. Development of a conceptual model of an analytical CRM system that presents its main components, methodological and information base. 4. Building a technological architecture of an analytical CRM system. 5. Apply the defined architecture when building an analytical CRM system in a selected subject area. The following scientific and applied contributions have been achieved: 1. A conceptual model of an analytical CRM system has been proposed 2. A system of criteria has been established to evaluate approaches for building analytical CRM systems. 3. An EDSOA-based analytical CRM system architecture is presented. 4. A methodology has been developed to build an analytical CRM system by adapting TOGAF ADM. 5. The methodology is approbated in a real business organization and specific IT solutions on the construction of the system are demonstrated.

Date: 2020
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