| Nowadays the research of CRM (Customer Relationship Management) has been a heated issue. There has been great development in the CRM theory and technology appliance. In the enterprise, CRM is mainly applied in three function modules: Marketing Campaign, Sales Automation and Customer Service. This will bring about a far-reaching great effect on enterprise management and customer service.This thesis is written on the background of SAMSUNG CHINA CRM PROJECT. Marketing Campaign and Sales Analysis function modules in CRM have been introduced in this paper. In Marketing Campaign module, SAMSUNG CHINA could make marketing campaigns on the Internet to customers through E-mail easily. And in Sales Analysis function, the administrators and marketers in the enterprise could analyze monthly sales status and make better decision on designing new marketing campaign. Besides the CRM core functions, the project also implement the integration of CRM and ERP systems. The author of this thesis is in charge of the following work in this project: Analyze user requirements of CRM system, design and develop the Marketing Campaign and Sales Analysis function modules, and develop interface programs which could implement the synchronized integration of CRM and ERP.This thesis has researched and analyzed a series of issues existed in the CRM project and has given the final solution. The main content is focus on the design and implementation of the Marketing Campaign and Sales Analysis function modules. The specific process and method have been explained and new technology has been introduced during the development process. In the Marketing Campaign module, the system architecture, business process design and function implementation have been discussed. In the Sales Analysis module, besides introducing the process and technology, the author also researched the sales analysis modeling solution which could be applied in directing marketing campaign and helping administrators make decision. |
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