XML-based Document Management for Customer Response in E-Commerce

This paper is focused on the problems about how to construct an XML-based Document Management System for Customer Responses in E-Commerce. We propose to use XML as the major standard of documents to form the web sites of enterprises and gather all the documents of customer responses, including suggestion and complain. When we reply to customers, using the functions of XML, we could attach related information to the documents and store the documents to the XML database. Using this methodology we could not only manage customer responses but also classify the documents by different purposes. Moreover, analyzing the information and extracting useful knowledge from the documents will help improve products and services and guide the direction of enterprises.