开源CRM

今天,很多企业都奉行“以客户为中心”的经营理念。而客户关系管理系统（简称CRM）就是企业面向长期的客户关系,以求提升企业成功的管理方式（“客户关系管理”指的是一整套客户管理方式。而不仅仅指一种软件系统）。     

中小企业客户关系管理探讨

客户是所有企业经营活动的终极元素,客户关系管理(CRM)是“以客户为中心”的现代管理理念和IT技术结合的产物,能够提高企业的核心竞争力。本文对中小企CRM进行了较为全面的研究,包括CRM相关理论和中小企业CRM的实施等。     

基于数据挖掘技术的客户细分研究

随着客户关系管理(CRM)系统应用的逐步推广,企业"以产品为中心"到"以客户为中心"的经营模式的战略转变,客户细分作为客户关系管理系统的核心功能作用受到了充分的重视。该文综合分析了现有的客户细分方法,并着重对数据挖掘技术在客户细分领域的应用进行阐述。     

成功构建CRM的三大关键步骤

客户关系管理（CRM）是指通过采用信息技术,使企业市场营销、销售管理、客户服务和支持等经营流程信息化,实现客户资源有效利用的管理软件系统。其核心思想是以客户为中心,提高客户满意度、改善客户关系,从而提高企业的竞争力。     

中小企业客户关系管理探讨

客户是所有企业经营活动的终极元素，客户关系管理（CRM）是“以客户为中心”的现代管理理念和IT技术结合的产物，能够提高企业的核心竞争力。本文对中小企CRM进行了较为全面的研究，包括CRM相关理论和中小企业CRM的实施等。     

面向直销的客户关系管理系统及其应用研究

由于市场竞争的发展,目前企业之间的竞争已经从产品竞争深化到了客户服务竞争,以客户为中心的客户关系管理系统(CRM)越来越受到企业的重视.文章通过对直销业务的研究,提出一种面向直销的CRM系统模型DSCRM,阐述了一个基于该模型的实例系统--雀巢公司桶装水直销业务领域的客户关系管理系统(NCWCRM)的设计与实现.     

面向直销的客户关系管理系统及其应用研究

由于市场竞争的发展、目前企业之间的竞争已经从产品竞争深化到了客户服务竞争，以客户为中心的客户关系管理系统(CRM)越来越受到企业的重视。章通过对直销业务的研究，提出一种面向直销的CRM系统模型DSCRM，阐述了一个基于该模型的实例系统——雀巢公司桶装水直销业务领域的客户关系管理系统(NCWCRM)的设计与实现。     

零售用户谈CRM管理和实施

【编者按】如今,零售业的经营理念已从昔日的“以商品为中心”转变为“一切以客户为中心”,做好客户关系管理（CRM）日渐成为零售商们增加销售量和利润的重要手段。面对风生水起的CRM实施和应用,如何有效利用CRM进一步提升管理水平,以力争在市场竞争中处于有利地位？本刊特邀请了不同业态的零售用户谈谈他们的观点和做法,大家互相交流,共同发展。     

基于ASP的公司客户群管理系统软件设计

随着科学技术的飞速发展和激烈的市场竞争,客户资源将是企业获胜的最重要的资源之一,因此,客户关系管理系统(Customer Relationship Management,简称CRM,包括运营型CRM和分析型CRM)便应运而生。CRM是以客户为中心的管理理念。该系统是使用ASP+SQL Server等技术来完成,设计开发主要包括页面设计以及数据库的连接和维护等几个方面,来实现相应的模块功能。     

银行客户经理管理系统的构建与实现

银行客户关系管理(CRM)是以客户为中心的银行商务战略,目的是使银行了解客户并为之提供个性化服务。银行为了更好更方便地与客户进行交流,建立客户关系管理系统已成为一种必要。该文详细介绍了银行客户经理管理系统的构建与实现的设计思想及功能模块。     

Only connect: teaching, technology and telesis

Abstract This paper describes an approach to the design of interactive multimedia materials being developed in a European Community project. The developmental process is seen as a dialogue between technologists and teachers. This dialogue is often problematic because of the differences in training, experience and culture between them. Conditions needed for fruitful dialogue are described and the generic model for learning design used in the project is explained.     

European Community policy and the market

Abstract This paper starts with some reflections on the policy considerations and priorities which are shaping European Commission (EC) research programmes. Then it attempts to position the current projects which seek to capitalise on information and communications technologies for learning in relation to these priorities and the apparent realities of the marketplace. It concludes that while there are grounds to be optimistic about the contribution EC programmes can make to the efficiency and standard of education and training, they are still too technology driven.     

一种自适应子融合集成多分类器方法

融合集成方法已经广泛应用在模式识别领域,然而一些基分类器实时性能稳定性较差,导致多分类器融合性能差,针对上述问题本文提出了一种新的基于多分类器的子融合集成分类器系统。该方法考虑在度量层融合层次之上通过对各类基多分类器进行动态选择,票数最多的类别作为融合系统中对特征向量识别的类别,构成一种新的自适应子融合集成分类器方法。实验表明,该方法比传统的分类器以及分类融合方法识别准确率明显更高,具有更好的鲁棒性。     

煤矿井下安全监控分站的设计及其仿真实现

为了设计一种具有低成本、低功耗、易操作、功能强且可靠性高的煤矿井下安全分站,针对煤矿安全生产实际,文章提出了采用MCS-51系列单片机为核心、具有CAN总线通信接口的煤矿井下安全监控分站的设计方案;首先给出煤矿井下安全监控分站的整体构架设计,然后着重阐述模拟量输入信号处理系统的设计过程,最后说明单片机最小系统及其键盘、显示、报警、通信等各个组成部分的设计;为验证设计方案的可行性与有效性,使用Proteus软件对设计内容进行仿真验证,设计的煤矿井下安全监控分站具有瓦斯、温度等模拟量参数超标报警功能和电机开停、风门开闭等开关量指示功能;仿真结果表明:设计的煤矿井下安全监控分站具有一定的实际应用价值.     

Avoiding semantic and temporal gaps in developing software intensive systems

Development of software intensive systems (systems) in practice involves a series of self-contained phases for the lifecycle of a system. Semantic and temporal gaps, which occur among phases and among developer disciplines within and across phases, hinder the ongoing development of a system because of the interdependencies among phases and among disciplines. Such gaps are magnified among systems that are developed at different times by different development teams, which may limit reuse of artifacts of systems development and interoperability among the systems. This article discusses such gaps and a systems development process for avoiding them.     

Designing economic np control charts: A programmed simulation approach

This paper presents control charts models and the necessary simulation software for the location of economic values of the control parameters. The simulation program is written in FORTRAN, requires only 10K of main storage, and can run on most mini and micro computers. Two models are presented - one describes the process when it is operating at full capacity and the other when the process is operating under capacity. The models allow the product quality to deteriorate to a further level before an existing out-of-control state is detected, and they can also be used in situations where no prior knowledge exists of the out-of-control causes and the resulting proportion defectives.     

The development of robot art

Going through a few examples of robot artists who are recognized worldwide, we try to analyze the deepest meaning of what is called “robot art” and the related art field definition. We also try to highlight its well-marked borders, such as kinetic sculptures, kinetic art, cyber art, and cyberpunk. A brief excursion into the importance of the context, the message, and its semiotics is also provided, case by case, together with a few hints on the history of this discipline in the light of an artistic perspective. Therefore, the aim of this article is to try to summarize the main characteristics that might classify robot art as a unique and innovative discipline, and to track down some of the principles by which a robotic artifact can or cannot be considered an art piece in terms of social, cultural, and strictly artistic interest. This work was presented in part at the 13th International Symposium on Artificial Life and Robotics, Oita, Japan, January 31–February 2, 2008     

Explanation and prediction: an architecture for default and abductive reasoning

Although there are many arguments that logic is an appropriate tool for artificial intelligence, there has been a perceived problem with the monotonicity of classical logic. This paper elaborates on the idea that reasoning should be viewed as theory formation where logic tells us the consequences of our assumptions. The two activities of predicting what is expected to be true and explaining observations are considered in a simple theory formation framework. Properties of each activity are discussed, along with a number of proposals as to what should be predicted or accepted as reasonable explanations. An architecture is proposed to combine explanation and prediction into one coherent framework. Algorithms used to implement the system as well as examples from a running implementation are given.     

View-based model-driven architecture for enhancing maintainability of data access services

In modern service-oriented architectures, database access is done by a special type of services, the so-called data access services (DAS). Though, particularly in data-intensive applications, using and developing DAS are very common today, the link between the DAS and their implementation, e.g. a layer of data access objects (DAOs) encapsulating the database queries, still is not sufficiently elaborated, yet. As a result, as the number of DAS grows, finding the desired DAS for reuse and/or associated documentation can become an impossible task. In this paper we focus on bridging this gap between the DAS and their implementation by presenting a view-based, model-driven data access architecture (VMDA) managing models of the DAS, DAOs and database queries in a queryable manner. Our models support tailored views of different stakeholders and are scalable with all types of DAS implementations. In this paper we show that our view-based and model driven architecture approach can enhance software development productivity and maintainability by improving DAS documentation. Moreover, our VMDA opens a wide range of applications such as evaluating DAS usage for DAS performance optimization. Furthermore, we provide tool support and illustrate the applicability of our VMDA in a large-scale case study. Finally, we quantitatively prove that our approach performs with acceptable response times.     

A pragmatic multi-method investigation of discrepant technological events: Coping,attributions, and ‘accidental’ learning

Discrepant technological events or situations that entail a problem, a misunderstanding or a difficulty with the Information Technology (IT) being employed, are common in the workplace, and can lead to frustration and avoidance behaviors. Little is known, however, about how individuals cope with these events. This paper examines these events by using a multi-method pragmatic approach informed by coping theory. The results of two studies – a critical incident study and an experiment – serve to build and test, respectively, a theoretical model that posits that individuals use a variety of strategies when dealing with these events: they experience negative emotions, make external attributions, and adopt engagement coping strategies directed at solving the event, eventually switching to a disengagement coping strategy when they feel they have no control over the situation. Furthermore, users’ efforts may result in ‘accidental’ learning as they try to overcome the discrepant IT events through engagement coping. The paper ends with a discussion of the results in light of existing literature, future opportunities for research, and implications for practice.