Design And Implementation Of Customer Relationship Management(CRM) System For The Nanshan Group

With the development of Nanshan Group business, the requirement of enterprise application informatizatio is becoming more and more apparent. A set of customer relationship management system software is especially developed to meet the need of enterprises in business development and customer maintenance so as to help enterprises to improve the customer service.Customer relationship management (CRM) is an enterprise strategy. According to the requirement of Nanshan Group, customers are subdivided and enterprise resources are effectively organized. The customer-oriented operating behavior is cultivated and the customer-oriented business procedure is implemented, which are means to increase the customer satisfaction. The system is a software realization of this kind of management manner. If this system is applied, all the personnel will share the data and the customer resources will be managed unifiedly by headquarter, which makes the mastering of customer communication progress and customer service development more convenient.Adopting the object-oriented, thought and taking the united modeling language as the analyzing and designing tool, the thesisr analyzed and designed the demand of Nanshan Group on the relative businesses and way of thoughts of CRM system. According to the features of the system and customers, we adopted B/S architecture model in form and multilayer software architecture in function. Besides, based on Microsoft. NET platform, we took C# as the programming language and used SQL Server database as the data storage software in order to realize the functions of customer information management, contract signment and statistic analysis. On systematic safety, we adopted a role-based authority management to enhance the safety of the system.In the process of systematic demand analysis, we gave detailed illustrations on the general businesses and processes, and described the functions of each module and their inter-relationship. The design of the system is introduced in detail from the aspects of code design, analogical design and database design.