Application of Service Oriented Architecture (SOA) in Implementing a CRM Process: A Conceptual Approach

RESEARCH AND HIGHER EDUCATION IN COMPUTER SCIENCE AND INFORMATION TECHNOLOGY, pp. 148-152, S.S. Sau, A.D. Gupta, eds., Kolkata, 2012

6 Pages Posted: 6 Mar 2012 Last revised: 4 Jun 2012

See all articles by Debabrata Das

Debabrata Das

West Bengal University of Technology - Bengal School Of Technology & Management; Institute of Electrical and Electronics Engineers, Inc. (IEEE)

Prasenjit Kundu

Bengal School Of Technology

Date Written: February 21, 2012

Abstract

Increased competition in the banking and financial services sector has resulted in increased focus on customer relationship management and this in turn is driving the sale of CRM software packages in India. Most of the CRM packages available in the market are based on client server architecture and that is why implementation experts face several problems ranging from compatibility issues with the existing legacy system as well as tight coupling of the existing enterprise systems across the organization. Recent empirical research has resulted in the development of a conceptual model on CRM process which proposes to address certain problems from business management point of view. This model named as PREMASA Model opens up the possibility to look into the implementation of CRM processes from service oriented architecture concept. The CRM processes outlined in the PREMASA Model can be segmented into repetitive business processes and can be implemented as services according to the SOA framework. This paper outlines the transformation of various business activities mentioned in the PREMASA Model into services and proposes a conceptual model for implementation of the same under the service oriented architecture framework.

Keywords: CRM, PREMASA Model, Service Oriented Architecture, A Conceptual Model of CRM Process Implementation Through SOA

JEL Classification: A00, C88, O32, Z00

Suggested Citation

Das, Debabrata and Kundu, Prasenjit, Application of Service Oriented Architecture (SOA) in Implementing a CRM Process: A Conceptual Approach (February 21, 2012). RESEARCH AND HIGHER EDUCATION IN COMPUTER SCIENCE AND INFORMATION TECHNOLOGY, pp. 148-152, S.S. Sau, A.D. Gupta, eds., Kolkata, 2012. Available at SSRN: https://ssrn.com/abstract=2016277

Debabrata Das (Contact Author)

West Bengal University of Technology - Bengal School Of Technology & Management ( email )

West Bengal
India

Institute of Electrical and Electronics Engineers, Inc. (IEEE) ( email )

United States

Prasenjit Kundu

Bengal School Of Technology ( email )

PO: Rishra, DT: Hooghly
India

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