Software composition for customer relationship management system using web services

Lai, Seng Yew (2011) Software composition for customer relationship management system using web services. Masters thesis, University of Malaya.

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Abstract

Customer relationship management (CRM) is a business concept that maintains relationship between companies and customers. This concept enables the companies to maintain customers’ information such as name, age, items purchased, and amount of money spent. CRM tools have been used to keep the customer’s data updated and be retrieved when needed. CRM tools keep improving as organizations are changing to adapt business changes. Thus, CRM tools have to be developed in more flexible ways that can be customized to suit different types of industry or business. At the same time, service oriented architecture (SOA) has emerged as a premier solution for most systems. SOA advocates functions built as service based and used over the network which enables software as a service concept. At first, SOA was based on Distributed Component Object Model (DCOM) or Object Request Brokers (ORBs), but slowly it is transformed to be based on web service. Web service is invoked remotely over the HyperText Transfer Protocol (HTTP) channel and it is based on the extensible markup language (XML) open standards. This study focuses on a technique that allows the system administrator to determine the functionalities of a CRM tool by adding, removing or even reorganizing the sequence of the CRM functions easily. An engine is created between the presentation and business logic layers of a 3 tier architecture. Business functions are composed as Web services while the engine acts as the controller of the business logic which determines services to be called in response to the requests received from the presentation layer. The engine adopts SOA that enables systems to run as loosely integrated services that can be hosted independently. Service providers are allowed to develop and deploy services in various platforms or languages. Consumers can access to those services through well defined extensible markup language (XML).

Item Type: Thesis (Masters)
Subjects: Z Bibliography. Library Science. Information Resources > Z665 Library Science. Information Science
Depositing User: MS NOOR ZAKIRA ZULRIMI
Date Deposited: 23 Jul 2013 06:31
Last Modified: 23 Jul 2013 06:31
URI: http://repository.um.edu.my/id/eprint/582

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