Design And Realize Of Customer Relationship Management (CRM) System

With the arrival of the new century, almost all the good performance companies in the world rely on IT and attempt to rebuild the close relationship with the customers around. Enterprises set up their own system to assist in their operational activities in order to improve the efficiency and the managerial skill, reduce management cost and accelerate the speed of reaction to the market. Therefore, the enterprise would take the favorable position in the market. They hope to create the leading management principle in the new business environment. Thus it causes the popularity of the CRM. The CRM is the thing that enterprises improve their competition to grow up fast so that the customer oriented developing strategy could be established. On the basis of this, the whole commercial process is implemented including judging, choosing and developing customers. The CRM is also the practice that enterprises take customer's relation as the focal point through optimizing enterprise's organizing system and business procedure to improve the customer's satisfaction and loyalty, the enterprise's efficiency and profit; It is the sum of all business procedure that enterprises update the relation with customer, advanced information technologies created and used during the process of realizing the electrification, automation, operation goal finally, managing approaches of software & hardware and optimization and solving plan. As a special trade software enterprises need to go into users, give a new lease of life to user's procedure and improve performances according to the demand of customers. This is especially important for the enterprises nowadays. It requires that the staff and manufacturers should improve their own management level and learn more knowledge concerned. This is also an important way for a domestic software enterprise to form the key competitiveness. All in all it is of very important to establish a CRM. This thesis mainly introduces the definition , characteristics, classification, make-up, technological function of the CRM. It also talks about the model of the system, domestic and international development and its trend. It is concerned with management system briefly and introduces more successful CRM at present. It carries on systematic outline design and detailed design according to the demand analysis of software enterprises. In the outline design, according to the request of system analysis and the actual conditions on organizing, it roughly designs the ensemble architecture form and usable resource in system. Generally it is a kind of macroscopic, design and planning. The overall design includes division, disposition of network and equipment, selecting type of the equipment, the flow chart of systematic computer processing. In addition, it mentions the design of system database, including coding design and data chart structure etc. In detailed design, it chooses proper means and methods for the concrete tasks in system. That is, to describe and design, in details, the subsystems gained in the process of outline design. This system has seven major functions modules mainly. They are the subsystem of customer management, the subsystem of market management, the subsystem of product management, the subsystem of service management, the subsystem of knowledge base, the module of on-line calling and the subsystem of system management. They are separate and closely related to each other. ·The subsystem of customer management: It includes customer's information management and marketing management (resource policy, preferential policy, marketing activity).·The subsystem of market management: It includes area management and contact management (commission agent's management). ·The subsystem of product management: Management of all kinds of products resources and the tangible products. ·The subsystem of service management: The management of different intangible services, pre-sale consultation and after-sale service. ·The subsystem of knowledge base: Put the questions into the knowledge base so that users can search them by self-service. ·The module of on-line calling: Send messages online, reflect the customer in time and realize staff's online communication. ·The subsystem of system management: It realizes staff's management, authority and authorizing management, public data management, stipulating data management, and daily record management. ·The CRM is the management concept realized by the techniques of the software and hardware. The thesis mainly describes the design and realization of generally open CRM. The system's function is as follows. It can control over customer's information mainly and manage the market distribution and the agents. At the same time it can provide customers with self-service information inquiry. When this self-service information can't meet the demands, the customers can communicate with attendants in time through online calling, so that the customer service is in all-round way. During systematic analysis & design process the management...