Research And Development On Customer Relationship Management Based On Siebel Component

Along with the development of Information Technology, the process of Enterprise Modernization and Information has been accelerated. The management information make the Enterprises change the management model from product–central to customer-central. Siebel is a package server used widely in CRM field. Based on it, the varied customer management application and solution can be built to meet the real complex requirements of Enterprise.At present, many application systems adapt lightweight software platform as developing environment. With the constraints of platform the application systems can simply replace the manual operation. Upgrading, integration and scalability ability are poor. These systems can't reflect the thinking of the management, and lack of intelligence. In the application and management of increasingly complex circumstances, packaged software solutions has become the trend of development of customer relationship management.On the basis of research in customer relations theory, in particular Siebel Systems Architecture, three layer business models and the method of realization, this paper emphasizes to research the critical issues of the customer management, opportunity management, access control, enterprise data integration, workflow and automation assignment. This system uses the software component technology as developing model. A CRM system (TSP-CRM) base on Siebel 8.0 has been built to meet the requirement of a telecom solution and product provider called TSP. In order to prevent the mis-operation, trigger and workflow component are used to realize workflow and assignment automation function. With the study of Siebel software component model, business object models are built, which is appropriate to the Siebel framework. System volume data integration importing and exporting are implement. The method to realize telephony software by using CTI middleware Laden Testing on the global system and volume data integrated importing are given in paper.The TSP-CRM system supports the customer data, opportunity data share by internal organization and division at run time,and integrated with the enterprise internal system data., which will enhance the ability of customer information handling and opportunity information capture. The system accelerates the reaction and makes the TSP ltd manage the customer relationship more effective.