Services-Oriented CRM System and Enabling Technologies for Insurance Enterprises

Based on the analysis of customer relationship management(CRM) and information management requirements for insurance enterprises, this paper puts forward a service-oriented CRM framework for insurance enterprises and analysis the composition of the system, which includes resource base layer, system supporting layer, function service layer, services integration layer, business process layer and application presentation layer. Based on above research, some enabling technologies for realizing the service-oriented CRM system for insurance enterprises are deeply studied, including CRM data analysis and process technologies based on data warehouse, service-oriented system integration technologies for CRM etc, and these realization technologies and approaches are provided.