Unified Modeling Language extensions for modeling user-oriented, multi-channel access CRM systems

Abstract

In the advances of Internet technologies in recent years, Electronic Commerce CRM systems have gained much attention as a major theme for companies to maintain their competitiveness. The research shows that the effective customer relationship management is the major source for customer retention and gaining over new ones. On the other hand, modern technology allows to receive information through different channels (Internet, phone, WAP). Therefore analysts are forced to use faster, more reliable methods for system modeling. The author proposes a new method for modeling Customer Relationship Management systems. The UML new extensions are introduced. The customer-oriented and multichannel access patterns aim at improvement of system modeling with the high level of abstraction. This paper identifies and analyses the main advantages of language additions and compare them to object-oriented modeling with the pure UML patterns.