Customer Relationship Management System

Customer?Relationship?Management(CRM) is a new management mechanism. It is proposed to improve the relationship between enterprise and customer, to increase customer faithfulness and satisfaction. Enterprise incorporate people resource, business process and technology effectively, by building CRM system using computer technology, net technology and information technology, ultimately attain best integration of all fields which have touch with customer. The thesis introduce the CRM's birth and meaning, discuss the impact of CRM to tradition business and the mode of the CRM in circumstance of E-commerce from the eye of the management. The thesis emphasized state the system design target, system function, development process and mostly technology of the CRM system of the TianJin XinWang Corporation. According the demand of the TianJin XinWang Corporation, the development term finished the requirement analysis, analysis function module, analysis database mode, and then design the database structure and application program. Firstly the term analysis CRM system requirement, depict the requirement conclusion by use case diagram of UML. Secondly the term establish the project plan according system requirement, depict the plan by Gant chart and PERT chart. Then the term design software architecture, describe the architecture by activity diagram, sequence diagram, component diagram and class diagram of UML. Lastly the author describes the implementation of CRM system by database schema diagram and net structure diagram, and simply depicts the testing of system.The CRM system has been running, it is reliable, stable, and attaining the design target. In the end, the author expatiate the signification of implementing the system, and put forward the new problem and hope for improving CRM system.