The Research And Design Of Small And Medium-Sized Enterprises Customer Relationship Management System

The business notation of modern enterprises has been changed from the productions as core to the customers as core, and to maximize the customers yield. So the small and medium-sized enterprises (SMEs) should import CRM (Customer Relationship Management) like large-scale enterprises. This thesis analyzes and designs the customer relationship management system for the small and medium-sized enterprises.According to the small and medium-sized enterprises'practical instance, this thesis analyzes the needed CRM's characteristic, establishs the design principle of quick designing, easy using and low price and researchs the data mining's usage in CRM. Because the rough set just shows the information of the data, doesn't need other proved information and can't introduce environment influence, it's the research hotspot of data mining. Based on the rough set of general relation, this thesis introduces a new rough set model of improved non-symmetric similarity relation, proposes a new algorithm of reducing attributes and proves the algorithm's effect from an information system example.This thesis analyzes and designs the SMEs CRM system using object-oriented analysis method and UML (Unified Modeling Language). According to the system's requirement, it classifies the system to subsystems like system management subsystem, customer management subsystem, sale management subsystem, service management subsystem and statistic and analyse subsystem, etc. This thesis defines the use cases and writes the use cases'documents according to the static analyse. It ascertains the system's action and draws the corresponding interactive diagrams according to the dynamic analyse. The system is realized used Visual C++ and SQL Server. The system uses C/S (Client/Server) architecture and contains database design and clients'user interface program. The work contains designing the database model and the database's related tasks, finishing the database's physical design, defining the client's user interface frame and developing the application program. The system's realization is shown at last. The system could run properly when testing, and it makes clear that the design method is correct and valid.