Design And Implementation Of Customer Relationship Management System

Along with the fierce market competition, how to follow the customers effectively, establish the long-term cooperation from the transactions, and change original management strategy form product-oriented to customer-oriented is a big problem which the enterprises have to deal with. Customer Relationship Management is such a solution, which combined modern management principle and the advanced IT technique. It maintenances the data, fellows the transactions and analysis the customer behaviors, in order to mine the potential or valued customers and enhances the enterprises'competition capability.This system is tailor made for JingJiang Limited Corporation based on its characteristics and requirements. Firstly, this paper introduces the background about the Customer Relationship Management (CRM), the present situations of CRM research. And then it introduces the key techniques used in the development. Next, based on the analysis of the requirements, the paper discusses the system designing, and the design of the business logic layer,database access layer and database. At last, it shows the realization of the total system. It is based on the most popular MVC framework named Struts, using SQL Server 2000 and Eclipse 3.2 as the platform. The Web2.0 technology and framework such as Ajax,DWR are adopted. Five modules including business management,basic information management,customer relationship management,common report forms and system management are implemented.Now, the system has been running in the JingJiang Limited Corporation. The implementation of this system makes the company's business informationize, improves the level of the management and works effectively.