The QoS of Web service for different service based on customer segments in CRM

Customer relationship management (CRM), along with ERP and SCM, is called three magic weapons of modern enterprises to enhance their competitions. It is not only a management idea, but also a new-style management and operational method system. Some concepts related to CRM are introduced, the importance of selection and differentiation of customers are analyzed, a newly academic architecture - sCRM based on Web service platform is put forward to provide different-level services for different customer segments, and finally comes the conclusion and further research on sCRM.