Authors:
André Cruz
and
André Vasconcelos
Affiliation:
Instituto Superior Técnico, Portugal
Keyword(s):
Enterprise, Architecture, Reference, Customer, Relationship, Management, Framework, Archimate, Application, Best Practices.
Abstract:
The work presented in this paper, focus on a first step towards a Reference Application Architecture, for
the CRM domain. A Reference Architecture is a way to approach usual occurring problems through good
architectural design patterns. To reach a Reference Architecture, we analyzed the features of five CRM market
solutions, to get the industry best practices. The chosen CRM solutions were: SugarCRM, Microsoft
Dynamics CRM, Sage CRM, Siebel Oracle CRM and Salesforce CRM. From these solutions we extracted
fifty-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, Integration
module, Document module, Workflow module, Mobile module and Security module), with all these
modules being part of the CRM system. We arrived at these modules through the groups that already existed in
CRM’s datasheets. With the proposed Reference Architecture we expec
t to help architects by providing guidelines
and knowledge about the CRM domain, with focus on CRM market solutions which targeted primarily
small and medium businesses.
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