The Design Of Customer Relationship Management System And The Research On Customer Classification

Customer Relationship Management (CRM) is the interface between enterprise and customers. By implementing CRM, companies can improve and moderate the original business progress, meet customers' requirements and reduce the operating cost so as to promote the relationship with present customers and excavate new customer.This arcicle is based on the practice of the CRM system for a small manufacturing company. Systematically analyzed the pattern classification and technique frame of CRM system, and then put forward to a new Customer Relationship Management model that is suitable for the company. To draw on the experience of the popular management software and combining the process of customer related business with network programing, work-flow technology and database technology, then designed and developed some procedures such as customer information management, order management, consultance management, service management, etc. An analysis of database construction is given, and stored procedure is to speed up the responsing effectioncy of database. After that, the security of the system is discussed and some technology of information encryption is used in the system. Finally, the CRM system based on Browser/Server mode is realized.Meanwhile, analyzing the data collected by the CRM system and put forward a model of customer classification that using the modified weighted Fuzzy C-Means algorithm. This model adopts valuation indexes that extracted from transaction records as supplementations to the RFM parameters, and the algorithm for isolated point detection based on similar coefficient sum is also used to reduce the affection of isolated point. Meanwhile, the influences of several parameters to the result of clustering are discussed, thus the choices of parameters are optimized and the quality of clustering is improved. It proves that the method is effective.This article designed and developed the CRM system and successfully applied in the enterprise, it receives a good comment. Then, carrying out the research on customer classification by fuzzy theory, so it provide quantitative basis for the customer management and customer group identification.