Research Of CRM System Based On Web

With the development of the computer network and communication technology, the process and delivery of information is beyond the limit of the time and area which makes it a worldwide developing trend for the economy to be web-based and globalize. The new economic bring upped challenge for the traditional models. Customers have move choices than ever. Market has changed its character from seller's market to buyer's market, and customers are becoming the focus of the competition among competition.As the combination of new type management concept, management mechanism, management software and technique system, the Customer Relationship Management (CRM) based on Web becomes eminent among the continuously emerging new concepts and solutions of e-commerce, because it has well suited the development of new economy, and is getting great attention from more and more enterprise.In this thesis, how to study and apply of system of CRM based on Web are discussed. Firstly, we summarize the principle of CRM, beginning with the current research condition, and introduce the concept, features and management principle of CRM. Secondly, we illustrate the basic architecture of web-based CRM system to form the basis of the further research and propose the integration of CRM system to the front end of enterprise, namely, the study on the business process re-engineering of CRM system.Then we discuss the key technique knowledge on CRM system based on Web, which included the technology of system interface, system safety and the design of net framework. And explain the technology of web service is a good solution to the problem of system interface in the Internet and the advantage of the develop way based on the B/S pattern.According to an application of CRM system based on Web, this thesis explains how to set up a CRM system based on Web, which include the customer requirement, analyzing the business process, system framework and system safety.At last, this thesis puts forward the extensive foreground of the system of web-based CRM with the expanding of the web technology and explains that there are some questions are to be resolve stilly in this thesis.