Design And Implementation Of ECRM System

Customer Relationship Management stresses the customers as center, and all work of enterprises are surrounding customers. The Customer Relationship Management system which could befit small and medium-sized enterprises is developed.The enterprises apply the idea of Customer Relationship Management to improve the management level of the enterprises.Using the theory and development technology of CRM system and the analysis of the system demand, the project for effectuating the system is established according to the characteristics of small and medium-sized enterprises. The system is designed with Browser/Server model of the three-tier architecture. Microsoft SQL Server 2000 is adopted as background database, Microsoft Visual Studio .NET 2005 is adopted as developing tool, C# is adopted as developing language and ADO.NET application technology is adopted as the efficient Internet database access.According to the characteristics of system requirement, the functional model of the eCRM system is established, the business process, the overall system function structure and subsystem detailed function structure are designed. The eCRM system is designed into 5 subsystems:Customer Resource Management Subsystem, Customer Development Management Subsystem, Customer Service Management Subsystem, Analysis Decision Management Subsystem, Configuration Management Subsystem.Analysis and decision algorithm is studied and 3 assessment algorithms: Factors impact assessment algorithm, Performance Assessment Algorithm and Complaints assessment algorithm are designed . Using these algorithms in the system, assessment analysis of the reasons for the loss of customers, employee performance assessment analysis, customer complaint assessment analysis etc are achieved, which can provide the analysis decision basis for the enterprise decision.The concrete function of every subsystem is developed according to the principle of system design. the technology of stored procedur is studie, and the stored procedure is utilizeed to efficiently and flexibly operate database, to improve the system operating efficiency.In this paper, the eCRM system can be run on Windows2000/2003/XP operating system. It is debugged in laboratory and runs well.