Research And Development Of Customer Relationship Management System Based On Workflow

CRM, as a management mode focused on customers, will be the passport to gain profit in customer competition. Firstly , Customer Relationship Management can help an enterprise to optimize the operation flows of the customer's orientation, such as the business flows of market, sales, service&support, and so on, and strengthens the cooperation among departments in the enterprise. Secondly, it quickens the response of the service&support to the customers, and enhances the satisfaction and loyalty of the customers. Finally, it can analyze the information of customers and marketing intelligently, so as to find the potential customers, exploit new market, strengthen the competitiveness of the enterprise, and to raise the profits after all.The major works are as follow:1. At first the paper describes the elementary theory of CRM, introducing the origin of the subject.2. It analyzes the function of the CRM,gives the configuration of CRM, designs the function module.3. It analyzes the workflow technology which is the key technology of CRM system and the model of workflow, expecting to have a whole recognition of CRM and workflow. In the next place, the paper studies and probes into the Lotus Domino/Notes which is the applicable development tool of CRM based on workflow , expounding the methodology of achieving the workflow technology.4.According to the requirement of system construction, I design a CRM system applying the technology of workflow. The system includes structure of system, functional modules and the like, and gives the workflow model of CRM. In addition,The paper simply introduces the function and achieving methodologies of other several subsystems.5.Finally, according to the development of current technology and the demand of actual work, the paper summarizes the present work and puts forward the trend of CRM system.