استخلاص متطلبات برامج إدارة علاقات العملاء: التطور من الأساليب التقليدية إلى الرشيقة
DOI:
https://doi.org/10.59992/الكلمات المفتاحية:
نظام إدارة علاقات العملاء، متطلبات نظام إدارة علاقات العملاء، نظام إدارة علاقات العملاء المطبق بالنهج الرشيقالملخص
يعرف نظام إدارة علاقات العملاء Customer Relationship Management (CRM) بأنه نظام يساعد على إدارة التعاملات والتفاعلات التجارية بين العملاء والمؤسسات من خلال الجمع بين العمليات والتقنيات التجارية. فإن هذا النظام لديه العديد من الوظائف التي تمكنه من تخزين وتتبع ومشاركة بيانات العملاء. سيؤدى النظر في متطلبات إدارة علاقات العملاء سيؤدى الى تطبيق وتنفيذ نظام ناجح لإدارة علاقات العملاء. حيث تقدم العديد من شركات البرمجيات تطبيق CRM باستخدام مناهج مختلفة لتطوير النظم الموجودة في عالم هندسة البرمجيات. الهدف من هذه الورقة البحثية هو تقديم استعراض موجز لنظام إدارة علاقات العملاء، وكيفية استخراج متطلبات نظام إدارة علاقات العملاء، وأخيراً مقارنة بين أسلوبين لتطوير النظم في عالم هندسة البرمجيات وذلك لبناء نظام إدارة علاقات العملاء مع الإشارة إلى العديد من شركات البرمجيات التي لديها نظام إدارة علاقات العملاء ومطبقة لهذه الأساليب. هذه الأساليب هي النهج الرشيق Agile Approach والنهج الشلال Waterfall Approach.
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