An Architecture and Application of Cloud-based Customer Knowledge Management Information Systems

In Electronic Commerce (EC), research has shown that effective management of customer relationships by taking advantage of customer knowledge is a critical source for enterprises to succeed their EC business. Therefore, it is commonly recognized for an enterprise to promote its customer relationships through a prospective customer knowledge-based information system to achieve the so-called Customer-Oriented EC. In this paper, we present an architecture and its application for such a Customer Knowledge Management Information System (CKMIS). In addition, since Cloud-based Software-as-a-Service (SaaS) has been popularity for its rich set of features and their practical applications on business can be expected, it is thus an envisioned trend for CKMIS to employ SaaS as its service provision model to enhance further its effectiveness on customer relationships. For this need, the architecture and its application specifically address the analysis of SaaS features and their incorporation into CKMIS where UML is used as its modeling tool.