Study And Development Of Shaanxi Telecom Co., Xian Branch CRMS

With the globalization of competition, the market competition becomes unparalleled severe. Many enterprises turn their focus from product to customer in order to improve their core competitive power. Naturally the Customer Relationship Management (CRM) comes to their attention. China Telecom Corporation Xi'an Branch is now exerting efforts to customer resources with an eye to the competition environment in order to win a preponderant position in the telecom market.The dissertation introduces the background of China Telecom Corporation Xi'an Branch putting forth the CRM System, the signification and current situation of related technology fields, it designs and develops the CRM System focused on the customer based on the practice of China Telecom Corporation Xi'an Branch and combined with CRM theory. Lastly, with the object oriented technique it develops the CRM System by layering with the goal of building a electronic platform of B/S (Browser/Server) model for China Telecom Corporation Xi'an Branch. It also finishes the function of aid decision making and forecasting by applying technologies of Data Warehouse, Data Mining and On—line Analytical Processing to manage the market and customer information fully and efficiently and develop the product and marketing model that are more appropriate to the market.The dissertation applies the software engineering technique, structureed analysis, analytic hierarchical process, system evaluation,and cluster analysis during the design process and brings the Data Warehouse, Data Mining and On—line Analytical Processing to application.