Paper Info
Title
Towards a Reference Enterprise Application Architecture for the Customer Relationship Management Domain.
Abstract
The work presented in this paper, focus on a first step towards a Reference Application Architecture, forthe CRM domain. A Reference Architecture is a way to approach usual occurring problems through goodarchitectural design patterns. To reach a Reference Architecture, we analyzed the features of five CRM marketsolutions, to get the industry best practices. The chosen CRM solutions were: SugarCRM, MicrosoftDynamics CRM, Sage CRM, Siebel Oracle CRM and Salesforce CRM. From these solutions we extractedfifty-three common features from the systems datasheets. These fifty-three features are grouped into ten modules(namelly: Sales module, Marketing module , Service module, Reporting module, Calendar module, Integrationmodule, Document module, Workflow module, Mobile module and Security module), with all thesemodules being part of the CRM system. We arrived at these modules through the groups that already existed inCRM’s datasheets. With the proposed Reference Architecture we expect to help architects by providing guidelinesand knowledge about the CRM domain, with focus on CRM market solutions which targeted primarilysmall and medium businesses.
Year
Venue
Field
2015
ICEIS (3-1)
CRM domain,Customer relationship management,ArchiMate,Applications architecture,Software engineering,Computer science,Knowledge management,Oracle,Service module,Reference architecture,Workflow
DocType
Citations 
PageRank 
Conference
0
0.34
References 
Authors
0
2
Name
Order
Citations
PageRank
André Cruz102.03
André Vasconcelos26918.66