The Designing And Implementing Of The Customer Relationship Management For Sichuan Line Information Communication Limited Company

For the companies in the 21 st century, the most important is not their products but their customers. Customer economy is the objective existence that every modern company has to face.Customer Relationship Management(CRM)is just such a way of operation and management to realize the company’s automation by fully using modern information technologies and aiming at a series of activities such as marketing, sales and after-sales service. Its main feature is to improve the quality of services by making use of the high-efficiency of computer technologies, and efficiently provide satisfactory and considerate services for the customers, so as to improve the customers’ satisfaction and ensure their loyalty. It is a management philosophy, and a software technology as well. And customer focus is the basis of its implementation. In the process of keeping communicating with the customers and getting to know their demands, the company is improving its service quality so as to realize the integrated marketing. It implements the technology and management of customer focus marketing.In order to grasp the customers’ information, and make the follow-up services, Sichuan Line Information Communication Limited Company is badly in need of a set of customer relationship management for its own actual situation to realize the management of customers’ information. For this reason, the company is preparing the staff for developing a set of practical customer relationship management.CRM to be developed is not only to manage the customers in sales. Its essence lies in customer focus. With advanced computer system or communication tools, to provide such services as customer care, customer mining, sale automation, marketing automation, and service automation. CRM involves so many aspects, and its key point is the management platform to improve the company’s operation ability. Sales, customers and service management is only its relative parts.Comparing with other similar system, the main features are as bellows, adopting Microsoft’s latest ASP.NET 4.0 software development framework and updated SQL Server 2008 database technology; developing with the integrated development environment VS 2010; For its own actual condition, Line Information Communication Limited Company provides customer follow-up services management, more meticulous services, which makes the sales department track and manage the customers, and improve its customer service quality and the company’s competitive power in informatization. The system not only completes the functions which are raised by the customers in the phase of requirements analysis, but also improves the applicability of the keyboard and reduces the mouse operation.The thesis at first introduces the background of developing the system, and explains some relative theories and techniques used in the development, and then makes requirement analysis of the system, introduces in detail the designing, implementing and testing of the system, at last make a summary and prospect.