Study And Realize On CRM System Based On Telecommunications Infrastructure Provider

Along with the sharp development of technology and the increasing fury market competition, people aware consumingly that the resource of customers is one of the most important key factors that lead the enterprises to win Consequently, after the appearance of ERP and with the thirsty of the market and the enterprise, CRM (Customer Relationship Management) emerged as the time requires.CRM is a commercial idea that touches many individual sections in corporations. It needs a new customer-centered commercial mode and is supported by a whole application system that integrates the front-end and the back-end office system. The research and realization of CRM is taking up as this thesis's content. And the main research work of the author can be concluded as follows:(1) Analyses the problems that enterprises face to: in this kind of marked position, the running center of a corporation is not product any longer, but customer. so, in order to retain resource of customers and make long-term advantage for corporation, the individuated products and services should be provided to customers.(2) Explains the idea of CRM and some correlative technologies, including database, data warehouse, BI and so on. At the same time, the applications about these technologies in CRM are also illuminated. By function, CRM can be divided into Operational CRM and Analytical CRM. The former one pays attention to the reorganizing flow of corporations, and the technologies used in this section are database and OLTP. The latter pays attention to decision supporting, the main technologies used in this section are data warehouse, data mining and OLAP. Besides, CRM should be united with ERP and SCM so that make them exert their energy.(3) Bases on the theory of CRM and the especial requests of my corporation, successfully designed and realized every module of my CRM System, which is running in my corporation now, and has made some favorable effects.