The Implementation Of Customer Management Module In CRM System For Xinjiang Telecom

Along with China Telecom going on the Stock market, facing the intense competition in more and more open telecommunication market, in order to effectively compete, to improve the enterprise's core competitive ability, China Telecom has formulated a strategic plan of 'Establishing a highly effective business mechanism with customer focus, market awareness, and profit increase'. As key subsidiary of China Telecom, Xinjiang Telecom had determined to replace the old information systems ( 97 system ) and implement a new CRM (customer relationship management) system.This article analyzes Xinjang Telecom's present business processes, and reviews the company's CRM system requirements. Its focus is the customer relationship management ability of Xinjiang Telecom, as well as an evaluation of the present system. It recommends a new CRM system based on evaluation results and establishes the system construction goal and principle.This article expatiates on the detail design of an important part in CRM, Customer management module. It specified the functional design, work flow design, user interface design, screen and view design, use case design, etc. It also described how to implement the CRM system with Siebel platform. The fundamental model classifies customers into 3 different types. It gave the detail technical design about every function module, also established the logical data model of some main components, such as Account, Billing Account, Contact, Action, etc. In addition, the key customer interface snapshots have been offered in this paper as well.Xinjiang Telecom CRM project's system development phase has been completed. The project is currently undergoing final integration testing. Soon the system will be online in Xinjiang Telecom, Urumqi Sub Company. I believe that this new system will provide a more convenient, effective information platform for Xinjiang Telecom business development It will help to improve the enterprise's strength in telecommunication market competition, and accelerate company's growth.