This paper first analyzes the architecture of the
existing CRM in operators and its disadvantages. When
operators integrate the 3G services into their business, it is
necessary to propel their business support system shift from
DOA (data-oriented architecture) to SOA (service-oriented
architecture).Then an architecture of the CRM system based
on SOA is presented. The paper finally takes an example of
how to integrate the CRM and SFS based on SOA.