Design And Implementation Of CRM System For Medium And Mini Type Sales Enterprise

With the development of information technology and Internet technology, the enterprises are facing new opportunities and challenges. The previous market strategy, which based on production and targeted at sales will be replaced by the new ones, which focuses on customers and aims at services. Customer relationship management is just a kind of management concept regarding customers as the focus of management.The core of CRM is to take customers as the most important enterprise source and to guarantee customers' life time value by fulfilling customers' needs through complete service and deep customer analysis. CRM application system combines the business practice with data analysis, management information automation and other information technologies tightly and provides a solution to transaction automation for the fields of sales, best customer service, enterprise structure and so on.This paper discusses designing and implementing this convenient and efficient CRM system. The system users are small and medium direct-sales. This system can help the enterprise solve the basic requires of customer relationship management, which includes the management and maintenance of the customers' information. By value analysing for the data of the customers, the system can manage the group of the custmers. The system can establish the customers' contacts and employees based on the customer classification. The system also set up and mamage the sales opportunity and contact activity. The system can manage the basic information of the enterprise, which includes department information, employee information, product information, parameter setting, and data backup and renewing and so on. Besides, the system can communicate with the custmers by mobile telephone note, E-mail, fax and other ways, which establishs a expedite communicating flat roof between the customer and enterprise. This CRM system can improve the enterprise and custoemr's relationship effectively by customer management, which promotes the management level, profit and competitive power.Firstly, this paper introduces the background of CRM, the present situations of CRM research and the content of this research item. And then it explains two important management technologies of the CRM: the theories of the customer value and customer classification. Next, the paper discusses the requirement of our system, techniques related to development, and the designing of the system. This part includes developing flat, the architecture analysis of CRM, database technique, the system functions design, data accessing interface and the system security stratagem design. Last it principally introduces design and realization of the function modules of the system.