The Architecture of a CRM System in the Context of Internet Technologies

CRM (Customer Relationship Management) is defined as the sum of business processes that anorganization needs to execute in order to identify, choose, buy, develop and retain its clients. The extremelyfast evolution and development of the Internet, as a new channel of communication also as an opportunity toeffective fast dissemination led to the fundamental modification of the relations with clients. The Internetshifted the ability to control the market from seller to buyers. The new client that comed from the Internet islooking mainly for 24x7 access to seller’s information and resources. The Internet client wants right contextand ease of navigation with effective search tools. Ultimately, he is looking for a personalised buyingexperience, defined by ease of opening a personal account, ability to review his shopping cart in real time.The current article is aiming to present the current architecture designed to fulfil all this requirements.