توسعه معماري جديد فناوري و فرايند سيستم مديريت ارتباط با مشتري (CRM) و كاربرد آن در صنعت گردشگري

A new design architecture for CRM systems and its application in

Despite the recent interests in development of e-CRM systems in different organizations, system designers suffer from lack of systematic approach in design and development of CRM systems. In this paper, we examine and compare the mostly ad-hoc design architecture employed and used by major players in CRM industries and then we develop a new approach, i.e., a new design architecture for conceptual design of CRM systems. We apply our approach in tourism industry to formulate tour package services in Iran