| Under the situation in which the competition on market is strengthening day by day and the social needs are changing with every passing minute, enterprises, one after another, have set up enterprises' information system to assist their business activities so as to raise their work proficiency, improve their business management level, reduce their management cost, speed up their enterprises' reaction on market, so that their enterprises could occupy more beneficial positions. Customer Relationship Management System (CRM) has come into being in such as case. To employ CRM needs to frame an enterprises with the customers as the center, to perfect an organization which can react rapidly on the needs of customers, to regular the work process which regards serving the customers as the key work, to make product service design urged by customers, so as to faster customers faithful degree of the product brand and enlarge possible beneficiary shares. It is very important and feasible for a large enterprise to set up CRM. Meeting the needs of the business process and the system of Changchun 9th Machinery Design Institute, this article has analyzed, designed and realized a CRM based on object oriented technology.Before introducing the system, we will firstly narrate what is CRM, the present situation of CRM and what CRM is studying in this essay. With the continuous development computer technology and network technology, the customer relationship management is also informatized. While the present international typical CRM products are hard to meet the detailed requirements, under such a situation and according to the requirements of Changchun 9th Machinery Design Institute for customer information management standardization, we have conducted requirement analysis on CRM system logic model, process control and data, then formed CRM model, designed and implemented customer relationship management project. The system has an integrated database to store system definition information and corresponding data during the run time of the system. After thinking over all possibilities, we have not chosen distributed database, but integrated management database system—Oracle 8i. Oracle 8i can be applied in Windows and Unix operation system, are concord with the characteristics trans-platform that we required and have many customers in Chinese enterprises. The system employs object oriented programming technology and taks objects as the core from whole design to detailed design.。The realization of base communication is based on TCP/ IP protocol, which has the characteristics of common and compatibility. The system pays much attention to the interface and inheritance of the other software, so it is a good open system.On the design of module, the system can be divided into two big modules of system settings and customer basic information management. The function of system settings is to complete the initial set. Each customer can freely set the system in accordance with real situation to meet self-managing demands. The content includes the initialization of location, province, city of the customer and initialization of class, enterprise property, credit class, item type, settlement way and some other relevant data of the customer. Customer basic information management module can realize the data maintenance of basic information of the existed and potential customers. It can manage customer information and customer intercourse records. The module includes: data maintenance of customer like basic information of the enterprise, brief introduction of the enterprise, basic information of the liaison person, cooperation records, competitors, competitive items, business information, negotiation memo.The functions of the modules are: customers adding, data modifying, record deleting, inquiring, and statistics fufilling , and tree-type sturcture building。The system employs C++ Builder of Borland as main development tools, which can provide a speedy ,object oriented and visual programming development en...
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