An Approach for Testing Data Intensive Systems: Application to a Banking CRM System

Customer Relationship Management (CRM) has become a buzzword among business consultants since the late 1990s. Companies have invested huge amounts to implement CRM strategies, tools and infrastructure in order to attract and retain profitable customers in today´s increasingly competitive markets. However, except economic factors, the accuracy and reliability of CRM system also could impact the strategies that companies will deploy. In the existing academic literature and practical applications, they rarely mention a testing approach to assess the conformance and performance of CRM systems. What is also missing is a comprehensive formalism that allows to define these requirements of CRM systems. The purpose of this paper is to define a formal passive testing approach for measuring the conformance and performance of CRM system. Based on our approach, we also provide a real case study on Personal Customer Relationship Management (PCRM) system of Agriculture Bank of China. Finally, we illustrate the preliminary testing results on PCRM run-time data.