Design And Implementation Of Customer Relationship Management System Based On J2EE Framework

With the competition in market and the development of enterprice management, the Enterprice Information (EI) is improved quickly by science and technology, especially by the Information Technoloy. EI becomes focuse of the decision-maker .And the Customer Relationship Management (CRM) is most important spot of EI in this condition.The competition between enterprices includes not only the products but also the customers. To hold the most loyal customers is the key way for enterprices to grow up.How to hold the old customers and get the new? How to obtain the information of markets and customers, and analyse it to provide them with better products and service? The CRM system can bring out the whole set of solutions. It can analyse the customers to figure out what they need, forcast their demand trend, and study current and potential customers to keep the balance between them. All these make factories get the max value from customers.In this thesis, we first analyse the development of CRM nowadays, discuss the basic theory in CRM. Then we will introduce the most important technology to develop CRM system, from the traditional Customer/Server(C/S) to the pop Browser/Server(B/S).The J2EE will be our focus to study, and we will analyse the detailed components of it. Next, with the Hangzhou Tobacco Factory's CRM Project, we will figure out a complete set of solutions of CRM system suitable for tobacco enterprice.The thesis will also show the insufficiency of traditionl CRM technology, and the improvements as well.With the development of CRM system and usage in Hangzhou Tobacco Factory, the dispersed Datas are collected and the different departments now can work on the same flat. The efficiency is speeded up, and the cost cut down .The old customer's demand is most satisfid, and the new is exploited.The CRM system provides a quantitative method for production, sales, forecast and expandability of Tobacco brand.