Development Of Customer Relationship Management System Using Struts Framework

With the development of information and technology, enterprises need advanced systems on the analysis of its everyday operation and management, which generates the new concept, Customer Relationship Management (CRM). Customer Relationship Management is the management mechanism that centers on customers and aims to improve the relationship between enterprises and customers. This paper first discussed the fundamentals of CRM concept. From the point of management the paper then described the impact of CRM on traditional enterprises, the CRM models in the context of E-business environment, and how the modern enterprises implement CRM system. This paper focused itself on CRM function, development process and implementation. B/S design, Struts architecture and Hibernate database tool were studied in the implementation of CRM system. Following that, the paper further discussed some advanced features of CRM including access level and system administration, and the advantage and weakness of CRM system implemented in this project. The organization of the paper is described as follows. The paper first introduced the essentials of CRM concept and its function and importance in enterprise management. The CRM system implemented in this project, including its requirements analysis and system design were detailed. Next, the concept of B/S model and B/S architecture was...