Enhacing CRM Business Intelligence Applications by Web User Experience Model

Abstract

several trends are emerging in the field of CRM technology which promises a brighter future of more profitable customers and decreasing costs. One of the most critical trends is enhancing Business Intelligence applications using Web Technologies, Web technologies can improve the CRM BI implementation, but it still need evaluation, The Web has focused the attention of organizations towards the User Experience and the need to learn about their customer, The UX paradigm calls for enhancing CRMBI by Web technologies. This paper deals with this issue and provide a framework for building Web based CRMBI depending on the Process mapping between CRMBI and UX. It provides a conceptual overview of CRM and its relationship to the main disciplines BI, UX and Web.