Analysis And Design Analytical Customer Relationship Management System

Customer relation management (CRM) is a automatic solution combining the information technology and management idea, taking customer as center, which is also a kind of management strategy with collaborative support of every part in enterprise with development of management idea and information technology. According to function classification, can be divided into operational CRM, collaborative CRM and analytic CRM. Analytic type CRM utilize a large amount of data about such respects as the customer, sale and market, etc., draw useful information from it, make prediction to the trend in future, and help enterprises to make the market plan and developing direction. Analytic CRM is a core of the whole CRM system, and how to use the software technology to take the CRM software system to application is the focus of software industry. So, this text mainly analyses and designs to the analytic CRM software system. It includes contact management, basic data and operating data store, organization and management data warehouse, analyze algorithm management and realization, in order to make its business flow smooth realization in the environment of the network.The text firstly carries on the research of model taking the analytical CRM as theme and has proposed the model of general CRM software system, displaying the most important characteristic of CRM software system: Regard customer as the centre. The software system is made up of three parts: contact management, business processing and database. The main business of analytic CRM are the multidimensional characteristic analyze, self-defining modeling and data mining with artificial intelligence. The supporting technology of realization analytical CRM are data warehouse technology which is the foundation of analyze business; online analytical processing are the operations to the data cube, such as stripping and slicing which understand the data from different aspect. Data mining technology can discover the imply relation in the data and information having knowledge function.Because the J2EE is extensive and suitable now, have set up four layers analytic CRM software system based J2EE. And divide the core layer (business logic layer) into application organization layer, business logic processing layer, analyze function processing layer and data layer, according the core business process and work flow.Summarize the pillar function and set up the functional model of analytical CRM. From Seven themes, make elaboration of customer analyze. The text has made discussion of new developing technology (Web use data mining), including application, data mining system and data mining process.Finally, the text makes exposition on how to realize entity EJB and data mining function utilizing SQL Server 2000.