A Reference Application Architecture for the CRM Domain: The Portuguese Citizen Space Case Study

  title={A Reference Application Architecture for the CRM Domain: The Portuguese Citizen Space Case Study},
  author={Andr{\'e} Cruz and Andr{\'e} Vasconcelos},
  journal={Int. J. Enterp. Inf. Syst.},
This paper presents the definition of a Reference Application Architecture for the Customer Relationship Management CRM domain. The definition of the Reference Application Architecture is done by extracting best practices from five CRM commercial solutions: SugarCRM, Microsoft Dynamics CRM, Sage CRM, Oracle Siebel CRM and Salesforce CRM. The CRM Reference Architecture was developed considering the shared functionalities and information entities among these commercial solutions. In the Reference… Expand
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