Application Research Of Enterprise Customer Relationship Management System Of Manufacture Industry Based On OLAP

Through supporting the strategic management and decisions of the top level of marketing managers,the customer relationship management systems play the important roles in improving the management efficiency and the economical efforts in enterprises. However,the process of building up CRM is complicated system engineering. It is difficult to operate and always gains low efficiency. On the other hand,on-line analytical processing (OLAP) is one of the newest and general technologies of late years. In this paper,the author introduces OLAP into customer relationship management system study and presents the architecture of an on-line analytical processing based customer relationship management system (OB-CRM) as well as a practical customer relationship management system for customer order analysis .CRM is a computerized system that provides executives with easy access to internal and external marketing information that is relevant to their critical success factors (CSFs). The CSFs of building up CRM in electronic business enterprises,together with the analysis on features of integrated management information,are carefully studied. On this foundation,the multi-star style structure has been chosen for the multi-dimensional model of the data warehouse (DW). The author also tells about the method to supportenterprise processes by adding a lease' dimension to the model.Then,the author pays interest on how OLAP enabled databases can be adapted to support symbolic modeling and used in customer order analysis,and how modeling contributes to acquiring valuable information. According to a case of customer order management and decision,the OLAP operation is applied to solve the problem.At the last part of the paper,an CRM for customer order decision-making and analysis based on OLAP technology mentioned above is developed. This system provides the decision-maker with the function of OLAP. It enable the decision-maker analyze data at multiple points of view and shows that the technology could achievel the purpose,and is a promising method of building up CRM. j...