隨著網路和資訊技術的日新月異，企業面臨如何利用資訊科技和網路來提高企業的競爭力，因此企業開始意識到建立和顧客的長期關係、提高顧客滿意度、建立客戶的忠誠度等等工作，才是維持企業永續經營的不二法則，因此客戶關係管理(CRM , Customer Relationship Management)便成為企業經營的熱門話題，而利用低成本的網路作為和客戶溝通的工具，而發展出的eCRM(電子化顧客關係管理)，便是以網路為中心思考的CRM，不同於傳統以客服中心為中心的CRM，eCRM有著成本低廉、易於使用資訊技術紀錄，進而分析顧客的行為、提供顧客個人化的服務、低成本實現一對一行銷等等優點，而目前金融產業、電訊業這些產業對於eCRM的應用都已逐漸進入起飛期，但對醫療業而言，由於其擁有被動、隱私等特殊的產業性質，使得其目前醫療業eCRM工作才剛起步。
　　而由於醫療業特殊的性質，使其CRM工作有別於一般金融、零售等其它產業，而針對這些金融、零售產業所設計的eCRM架構，自然也不適用於醫療產業。因此本研究欲建立醫療機構的eCRM架構，修改一般金融、零售產業的eCRM架構，探討其eCRM構成元素的差異性，設計出醫療eCRM的構成元素，研究目的在於提出一線性模型用以評量醫療eCRM功能元件效益，以一個以網路為中心的醫療機構eCRM架構為研究重心，期望透過這個架構使病人能得到更好的醫療品質，進而達到電子化醫療照護的目標，而醫療機構透過此eCRM架構也能深化和病人之間的關係，提高醫療機構的競爭優勢。本研究不僅提出一醫療eCRM架構和效益評量模型，並以一分散式軟體元件架構來實作並驗證eCRM系統之功能。
　　在實作驗證方面，eCRM工作的第一步是必須整合組織的資料以及顧客的資料，因此我們假設面臨的環境是一個擁有數家分院的醫療機構，各分院或各部門擁有各種異質平台和不同語言開發的資訊系統，我們要在其上建置eCRM的系統，故本研究便利用分散式物件技術CORBA(Common Object Request Broker Architecture)和EJB(Enterprise JavaBeans)，來整合eCRM系統所需的異質資料庫系統和各種資訊資源，設計出一個有彈性的分散式eCRM元件系統架構，利用此架構將本研究所設計與實作的元件效益評量模式元件整合入醫療eCRM系統中，協助醫療機構設計其eCRM系統，進而提昇其顧客滿意度。

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中文部分

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網站部分
HL7, http://www.hl7.org
OMG, http://www.omg.org
J2EE, http://java.sun.com
.NET, http://www.microsoft.com/taiwan/msdn/
CORBA, http://ww.corba.org/