Customer Relationship Management Based On WEB Technology

With the development of telecommunication market after WTO,communication business is no longer a state monopolized business,and becomes an ordinary one which is opening to the society.Due to the reforms of communication management system and the development of technology,competition in telecommunication is becoming fierce.With the intensifying of the competition,consumers have more and more careful requirements about the dealers.Consumers are categorized,the concept of large clients is clear.Large clients may cover 20%or less of the total consumers. But their consumption or the profit from their business may cover 80%or more. Customer Relationship Management(CRM) should be established,so that the large clients can receive personalized service.At the same time,management system for the large clients can be useful in integrating client resources,optimizing the chain of market's value,and breaking the core competition among the companies.Higher requirements of information management system about clients of the company are therefore proposed.The main work of this system is to design a system for Customer Relationship Management based on WEB technology,which uses rational unite process(RUP) as the method of software development and unite modeling language as the language for analysis,design and description.The current situation and the prospect of information management system about clients are introduced.Based on need analysis,division of the roles of the system and analysis of cases,the functions of each module,such as system logging,document feeding and information publishing,are described.The design and implementation of the database are also introduced in this thesis.The system is based on Web technology in order to implement cross-platform, and resource sharing.By the practical use,the realization of the system can meet the needs of secrecy of clients' information and communion of clients' resources among departments of the company.This system also plays an important role in raising the quality and level of services to the key clients.The system is a good model to design and develop similar systems.At the same time,this thesis also examines the Web service technology,and practices customer information services in the SAAS (Software As A Service) paradigm.