在服务制胜的时代，客户在企业中的地位日渐重要。在产品过剩、竞争对手林立的今天，企业必须把客户牢牢的抓在手中，借助卓越的产品和服务，使之提高客户的满意度与忠诚度，实现企业价值的最大化，才能在市场竞争中立于不败之地。
包括政策和过程、前台客户服务、员工培训、市场营销、系统和信息管理。
This includes policies and processes, front-of-house customer service, employee training, marketing, systems and information management.
客户机和Web服务可以加入到自管理系统，获得体系结构的灵活性。
Clients and web services can participate in self-managed systems due to the architecture's flexibility.
客户需要内部系统与外部服务(SOA或云)之间的交互，他们需要管理、安全加固、整合、以及加强这些服务的访问。
These customers want to talk from internal systems to external services (SOA or cloud) and they want to manage, secure, integrate, and generally enhance the access they get to those services.
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