A new design architecture for e-CRM systems (case study: tour package choice in tourism industry)

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. Upon this analysis we found that the different design architecture has many elements in common. We then formalized our new design architecture model for conceptual design of CRM systems and have shown that our model has some exclusive features compared to current models. We applied our approach in tourism industry to formulate tour package services in Iran.