In this paper, the concept and development of CRM (customer relationship management) are discussed, we defined a customer “lead” concept which emphasized the inter-connection of downstream and upstream processes of our customers. It is pointed out that the key point in CRM is the customer lead management in the software design and implementation. Based on this perspective, the processes of lead processing, lead management, and inside lead management are further elaborated, analyzed and their models are proposed. The problem of analyzing customers’ behavior is also studied. Hence a simplified and lean integrated CRM software process is finally given, and this integrated model can be used to build CRM software for small and medium-sized manufacturing enterprises.
Chen, Bocheng; Ip, W. H; Zhou, Yuebo; Bing, Liang; and Yu, H.L, "The Design of a Lean CRM Software Process Model" (2004). ICEB 2004 Proceedings. 67.