Abstract Aiming at customer maintenance and detainment items of CRM business in operation, a solution of policybased decision support is proposed. Firstly, the concept of policybased principium is described. Then, the meaning of policybased decisionsupporting application in CRM architecture is illustrated, and its working mechanism in CRM system is studied including policycase modeling, policy database regulation and correlative policycase matching algorithm. Based on the research, a system framework of policybased decision support solution is presented, and an application case is described in detail combined with some actual business procedures.
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2007, Vol. 20 
