Innovative Approach for Forming Information Infrastructure of a Company

Companies applying Information Communication Technologies (ICT) are paying more and more attention to the ability to build and develop Information Infrastructure. They can succeed in carrying out their development strategies by following modern trends, adding intellectual information tools to management systems and creating an adaptive information infrastructure. This theoretical research studies the role of information infrastructure in management and the major aspects of forming information infrastructure. This issue is undoubtedly important for more and more companies facing the necessity to improve information infrastructure and recognizing their need for modern Information and Communication Technologies and approaches. This research aims at analyzing applicability and adaptability of the customer relationship management (CRM) and Multi-Agent technologies for forming comprehensive external information infrastructure for companies with growing clientele. Thus, the research should study the concept of adaptive infrastructure, its modern technologies, and construction of external adaptive information infrastructure. Companies' profits are growing with both cost and management optimization, and more clients brought by client-oriented strategies. It is an international information infrastructure development trend that the CRM technology is getting more and more popular, and companies are allowing customers to form their requirements on their own. Yet, customer relationship management systems are most often built on standard solutions based on CRM module as connection tool between the Enterprise Resource Planning (ERP) system and external environment. CRM technologies in their essence cannot be a comprehensive tool to form information infrastructure of a company developing information interactions in the external environment. That is why it seems very interesting and perspective to study how external information infrastructure can be built to organize comprehensive client networks with the widely used CRM technology along with a rare but perspective Multi-Agent Systems (MAS) approach. This area is as of yet understudied, however it is developing quickly.