企业没有产品和服务不能成功，没有客户更不能成功。企业利用其特色产品和良好的服务来吸引客户、获取客户、保持客户和增长客户，也正因如此，以客户为中心的生产、营销和服务成为企业的核心战略，而这一战略的实现则依赖于客户关系管理（Customer Relationship Management）的成功实施。CRM简言之就是一个获取、保持和增加可获利客户的过程。因为对于企业而言，市场竞争就是客户的竞争，所以客户关系管理在公司发展中具有重要的战略意义。然而传统的客户关系管理并不能有效的处理空间信息。将GIS引入客户关系管理系统能充分挖掘其空间信息，为企业提供智能决策服务，使CRM系统数据表达更加直观。而基于GIS技术的CRM系统作为公司客户管理和销售管理的重要工具，系统融合Web技术，引入客户对象的空间信息，为系统的客户服务和决策支持提供了更有效的分析手段。本文以汽车行业CRM系统为例介绍了融合WebGIS技术的CRM系统的设计。 随着计算机技术、互联网技术、信息技术的飞速发展，网络地理信息系统正成为大众化的信息工具。WebGIS正在走入千家万户，为越来越多的Web站点提供空间数据服务。利用ArcGIS Server可以简单快速的进行服务器端的配置和服务的集中管理，不但节省了时间，同时也提供了大量的空间数据操作和分析的组件，是首选的WebGIS开发平台。 本论文以ArcGIS Server和.NET为平台来研究和设计基于WebGIS的CRM系统。本文首先分析了国内外研究状况，探讨了与系统设计相关的关键技术，包括WebGIS技术、ArcGIS Server技术等，利用ArcSDE进行空间数据管理；最后基于B/S三层混合模式，在ArcGIS Server平台下设计和实现了具有地图基本操作、地图查询、缓冲区分析、客户数据管理等功能的地图网络服务系统。

Enterprises can’t make success without products and services as well as more important thing—customers. Enterprises use their special products and good services to attract customers, acquire customers, keep customers and increase customer. It is precisely because of this, Customer-centric production, sales and service to become the core of business strategy, The implementation of this strategy depends on the Customer Relationship Management for successful implementation. In short, CRM is an acquisition, maintain and increase the process of profitable customers. Because for businesses, market competition is the customer's competition, CRM in the company's development has important strategic significance. However, the traditional CRM can not effectively deal with spatial information. GIS into the customer relationship management system to fully tap the value of their spatial information, to provide enterprises with intelligent decision-making services to enable more intuitive CRM system data expression. The CRM system based on GIS technology, as the company's customer management and sales management an important tool, the system integration of Web technology, the introduction of customers, the object space information for the system of customer service and decision support to provide a more effective analytical tools. In this paper, taking the automotive industry CRM system as an example it describes the CRM system design based of the WebGIS technology. With the rapid development of computer technology, Internet technology, information technology,Internet geographic information systems is becoming a popular information tool.WebGIS is into the thousands of families, an increasing number of Web sites provide space for data services. The use of ArcGIS Server can be simple and quick conduct of server-side configuration and services for centralized management not only saves time but also provides a lot of room for data manipulation and analysis of the components, become the preferred WebGIS development platform. In this paper, I use ArcGIS Server and. NET Framework as a platform to study and design CRM system based on WebGIS. This paper first analyzes the research situation at home and abroad to explore the system design associated with the key technologies, including WebGIS technology, ArcGIS Server technology; and the establishment of the Geodatabase Data Model, using ArcSDE for spatial data management; Then, based on B/S three-layer hybrid model, with the ArcGIS Server platform I design and implement the web-services system with basic map operation and data query,buffer analysis as well as customer information management.