Architekturansatz für eine Hersteller unabhängige, modulare Software Lösung im Bereich Customer Relationship Management (CRM)
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Inhaltsangabe: Einleitung: Hersteller von Business Applikationen (ERP, CRM, e-Procurement...) reagieren in letzter Zeit auf die immer lauter werdenden Rufe von Seiten der Kunden nach der Integrationsfähigkeit derer Produkte mit den Lösungen von Drittanbietern. Denn die in den letzten Jahren stattgefundene, explosionsartige Ausbreitung der IT hat zu einem Wildwuchs unterschiedlichster Systeme und einer heterogenen IT-Landschaft in den Unternehmen geführt. Es wurden auf vielfältige Art und Weise Insellösungen für spezifische Aufgaben betrieben. Doch plötzlich wurde der Begriff und die Philosophie des e-Business geprägt. Was ist e-Business? Aus technischer Sicht ist e-Business vereinfacht gesagt, die Integration der Applikationen im Frontoffice mit den eingesetzten Systemen des Backoffice. Unternehmensprozesse sollen von Anfang bis zum Ende über Applikations-, Systems- und oft sogar Unternehmensgrenzen hinweg abgebildet werden. Die Unternehmen sehen sich nun vor die Aufgabe gestellt, die vielen existierenden IT-Inseln miteinander zu verknüpfen und unterschiedlichste Technologien zu vereinen. Dies kann in einer gewissen Analogie damit verglichen werden, wenn Politiker unterschiedlichster Staaten versuchen eine gemeinsame Freihandelszone zu vereinbaren. Beide Vorhaben sind äu erst komplex, zeitaufwendig und es müssen unterschiedlichste Systeme miteinander in Einklang gebracht werden. Was für die Politik die Etablierung einer Freihandelszone ist, ist für die IT-Professionals das Betreiben von e-Business. Moderne Softwarearchitekturen von Business Applikationen müssen bereits zu Beginn die stetig steigenden Anforderungen der Unternehmen berücksichtigen. Ein derzeit äu erst aktuelles Thema bei Unternehmen ist das professionelle, computergestützte Management von Kundenbeziehungen. Unter dem Begriff Customer Relationship Management (CRM) werden vielfältige Systeme und Softwarelösungen angeboten, die eine kundenzentrierte Unternehmensstrategie fördern und ermöglichen sollen
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